Desktop Support Engineer - IT Help Desk
Summary
Provides Tier 1-2 IT help desk support, troubleshooting hardware, software, and network issues on Windows and macOS endpoints. Day to day involves Active Directory and Microsoft 365 administration, VPN/Wi-Fi troubleshooting, asset inventory, and HIPAA-compliant handling of healthcare data.
• Provide Tier 1-2 IT support for hardware, software, and connectivity issues via ticketing system, chat, phone, and remote sessions
• Manage Windows and macOS desktops/laptops including imaging, configuration, patching, and lifecycle management
• Administer Active Directory accounts, groups, and permissions for user onboarding, offboarding, and access changes
• Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) and troubleshoot configuration issues
• Diagnose and resolve network connectivity problems including VPN, Wi-Fi, and printer issues
• Maintain asset inventory and track hardware assignments, warranties, and replacements
• Escalate complex issues to senior engineers with clear documentation of troubleshooting steps taken
• Create and maintain knowledge base articles and standard operating procedures for common issues
• Ensure all support activities comply with HIPAA requirements for handling sensitive healthcare data