About this role
Join the Service Desk team as a Desktop Support Engineer providing technical support for Microsoft operating systems and core applications. You will troubleshoot network and remote access issues, maintain documentation in ConnectWise, and handle customer calls as part of an on-call rotation.
Key Responsibilities
- IT support for Microsoft applications and operating systems
- Network-level troubleshooting (WAN/LAN, routers, firewalls, security)
- Implement and support remote access (VPN, Terminal Services, Citrix)
- Maintain documentation in ConnectWise and communicate incident progress
- Take live support calls for triage and participate in on-call rotation
Technical Overview
Support Windows client and server environments (Windows 7/8/8.1/10 and Windows Server 2008-2016) and Office/Microsoft 365, including Active Directory and Group Policy (GPO). Troubleshoot TCP/IP, LAN/WAN connectivity, DHCP and DNS issues, and local/network printing; provide remote access support using VPN, Terminal Services, and Citrix; work with Exchange (on-prem and cloud) and security/AntiMalware tooling.
Ideal Candidate
The ideal candidate is a support-focused engineer with 3+ years of IT experience, strong customer communication, and hands-on troubleshooting across Windows endpoints, Windows Server, and Microsoft 365. They can manage remote access solutions (VPN, Terminal Services, Citrix), handle Active Directory and GPOs, and resolve networking issues involving TCP/IP, DHCP, and DNS while maintaining clear documentation in ConnectWise.
Must-Have Skills
3 years or more of IT experience in a support role.Strong oral and written communication skills.Ability to switch tasks frequently.Solid network troubleshooting skills-TCP/IP concepts and LAN/WAN issues.Knowledge in all supported Microsoft Operating Systems (Windows 788.1 and 10Server 2008-2016) and Office products.Experience with Office 365 administrationExperience with Windows Active Directory (User and Group Creation & AdministrationGPOs.)Experience troubleshooting issues related to DHCP & DNSAbility to troubleshoot and resolve issues related to local and network printing.Strong Mobile device experience in relation to setup and email configuration.
Nice-to-Have Skills
Microsoft certificationsFunctional knowledge of Microsoft Exchange on premise and cloudExperience with AV and AntiMalware products including ESETMalwareBytesSymantecAVG and othersExperience with Sonicwall firewallsExperience with Cisco ASA Firewalls and switchesExperience with Connectwise and Kaseya
Tools & Platforms
ConnectWiseKaseyaMicrosoft OfficeMicrosoft Office 365Microsoft ExchangeVPNTerminal ServicesCitrixESETMalwareBytesSymantecAVGSonicWall
Required Skills
IT SupportDesktop Support EngineerTCP/IPLANWANroutersfirewallsVPNTerminal ServicesCitrixConnectWiseKaseyaMicrosoft Windows 7Microsoft Windows 8Microsoft Windows 8.1Microsoft Windows 10Windows Server 2008-2016Office 365 administrationWindows Active DirectoryGPOsDHCPDNSMicrosoft Exchangeprinting troubleshootingAntiMalwareMobile device setup
Hard Skills
Microsoft Windows 7Microsoft Windows 8Microsoft Windows 8.1Microsoft Windows 10Windows Server 2008-2016Microsoft OfficeMicrosoft Office 365 administrationMicrosoft ExchangeMicrosoft Exchange on premiseMicrosoft Exchange cloudWindows Active Directory (User and Group Creation & Administration)Group Policy Objects (GPOs)DHCPDNSTCP/IP conceptsLAN connectivityWAN connectivityRoutersFirewallsNetwork securityRemote access solutionsVPNTerminal ServicesCitrixLocal printing troubleshootingNetwork printing troubleshootingMobile device setupMobile device email configurationAntiMalwareESETMalwareBytesSymantecAVGSonicWall firewallsCisco ASA FirewallsCisco switchesConnectWiseKaseyaSystem documentation maintenanceIncident triage
Soft Skills
DisciplineSelf-motivatedStrong oral communication skillsStrong written communication skillsAbility to switch tasks frequentlyCustomer communicationCustomer serviceProactive incident progress updatesEscalation communicationTaking support calls live for immediate triageAttention to detail in documentation
Certifications
Preferred
Microsoft certifications
Keywords for Your Resume
Desktop Support EngineerService DeskIT Supporttechnical supportTCP/IPLANWANroutersfirewallssecurityVPNTerminal ServicesCitrixConnectWiseKaseyaMicrosoft Windows 7Microsoft Windows 8Microsoft Windows 8.1Microsoft Windows 10Windows Server 2008-2016Office 365 administrationWindows Active DirectoryGPOsDHCPDNSMicrosoft Exchangelocal and network printing
Deal Breakers
Must have 3 years or more of IT experience in a support role., Must be able to provide support while working under U.S. export control rules (ITAR-related access may require citizenship/immigration information).
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