Proactively walk the office floor to offer immediate assistance and identify issues before they are formally reported
Provide rapid hands-on troubleshooting for software, hardware, login issues, configuration errors, and workflow disruptions
Sit with users at their desks to walk them through new tools and processes offering real-time guidance and confidence-building support
Accurately log incidents and service requests into the ITSM platform ensuring all activity is documented and resolved within SLA targets
Triage and resolve Tier 1 and Tier 2 technical issues while escalating complex problems to specialized IT teams or higher-tier engineers
Capture frequently asked questions and recurring issues to build a knowledge base and internal FAQ documentation
Serve as the voice of the end-user by relaying feedback to project and implementation teams to improve the transition experience
Troubleshoot and support hardware including laptops desktops printers and peripherals to ensure seamless system compatibility
Provide support for Windows 10 and 11 macOS and Microsoft 365 applications ensuring users can operate effectively within the new environment
Use Active Directory for user and group account management including password resets and permission adjustments
Contribute to a positive IT presence through excellent customer service patience and the ability to explain technical concepts clearly
Stay calm and professional in high-pressure situations providing empathetic support to users navigating changes in technology
Manage multiple requests and prioritize tasks efficiently while working independently or within a team environment

Desk Side Support Engineer

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