Desktop Support Engineer

Job Overview:

We are looking for a skilled Desktop Support Engineer with experience in providing IT support to US-based users. The ideal candidate should have strong technical troubleshooting skills, hands-on experience with Windows environments, and proficiency in Spanish to communicate effectively with Spanish-speaking users.

Roles & Responsibilities:

• Provide L1/L2 desktop and technical support to US-based employees and end users.
• Troubleshoot hardware, software, operating system, and network-related issues.
• Provide remote and on-site technical assistance for desktops, laptops, printers, and other IT peripherals.
• Handle incidents and service requests through ticketing tools such as ServiceNow, Jira, or similar platforms.
• Troubleshoot Windows OS, MS Office 365, Outlook, Teams, VPN, and Active Directory issues.
• Perform user account creation, password resets, access management, and basic Active Directory administration.
• Diagnose and resolve LAN, WAN, Wi-Fi, connectivity, and VPN issues.
• Provide technical assistance and communicate with Spanish-speaking users.
• Coordinate with L2/L3 teams for escalations and ensure timely resolution of incidents.
• Maintain proper documentation of incidents, resolutions, and troubleshooting steps.
• Ensure compliance with IT support processes, SLAs, and organizational policies.