Job Description

Job Title: IT Operations Support Analyst / Desktop Support Engineer

Location: 100% Remote

Employment Type: Contract

Job Summary

The Desktop Support Engineer is responsible for providing technical assistance and support to end users for computer systems, hardware, software, and network-related issues. This role ensures smooth day-to-day IT operations by troubleshooting problems, installing and configuring systems, and maintaining IT assets.

Key Responsibilities

• Provide first- and second-level technical support to users (in person, via phone, email, or remote tools)
• Install, configure, and maintain desktops, laptops, printers, scanners, and peripherals
• Troubleshoot hardware, software, OS, and network issues
• Support Windows/Mac OS, Microsoft Office, and common enterprise applications
• Manage user accounts, permissions, and access (Active Directory / Azure AD)
• Perform OS installations, upgrades, and patching
• Diagnose and resolve LAN, Wi-Fi, VPN, and basic network issues
• Maintain and update IT inventory and asset records
• Escalate unresolved issues to higher-level support or vendors
• Ensure data security, antivirus updates, and system compliance
• Document issues, resolutions, and procedures in ticketing systems
• Provide basic user training and guidance

Required Skills & Qualifications

• Bachelor's degree / Diploma in IT, Computer Science, or related field (or equivalent experience)
• 1 3 years of experience in desktop or IT support
• Strong knowledge of:
  • Windows 10/11, macOS
  • Microsoft Office / M365
  • Hardware troubleshooting
  • Active Directory basics
  • TCP/IP, DNS, DHCP fundamentals
• Experience with ITSM tools (ServiceNow, Jira, Freshservice, etc.)
• Good communication and customer-service skills
• Ability to work independently and handle multiple issues

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