End-User Support Engineer

Job Role- Desktop Technician

Location- Tampa, Florida

Salary Range- 75k to 85k

Job Description

Role: Entry Level End‑User Support Engineer

End‑User Support

Provide technical support for desktop, laptop, and peripherals (keyboard, mouse, monitors, printers)
Support Windows OS and basic software applications
Assist users with login issues, email access, VPN, and basic network connectivity
Resolve issues through remote support tools or desk‑side support

Incident & Request Handling

Log, update, and track incidents and service requests in the ITSM tool
Follow defined troubleshooting steps and SOPs
Escalate unresolved issues to L2/L3 teams as per process
Ensure timely communication and resolution updates to users

System Setup & Maintenance

Assist in new device setup, imaging, OS installation, and software configuration
Support onboarding and offboarding activities (system access, device handover)
Perform basic hardware checks and replacements

Documentation & Knowledge

Update ticket notes with clear resolution steps
Assist in maintaining knowledge articles, SOPs, and FAQs
Follow IT security and compliance guidelines

Customer Service

Interact professionally with end users
Maintain high standards of customer satisfaction
Follow shift schedules and on‑call requirements (if applicable)

Required Skills
Technical Skills

Basic knowledge of Windows OS (Windows 10/11)
Understanding of desktop hardware components
Basic knowledge of:

MS Outlook, Teams, Office applications
Printers and peripheral devices
Password resets and user account issues

Soft Skills

Good communication (verbal and written)
Willingness to learn and follow processes
Problem‑solving mindset
Customer‑friendly attitude