What are the responsibilities and job description for the Desktop Support Engineer position at Confidential?
About the Opportunity
We are a high-performing IT services organization that delivers white-glove desktop and infrastructure support to end users across dynamic and fast-paced environments. Our team is known for exceptional responsiveness, deep technical expertise, and a commitment to delivering an outstanding user experience.
We are seeking a Desktop Support Engineer to join our growing team. In this role, you will support end users across Microsoft, Azure, and O365 environments, handling Level 1 and Level 2 incidents. Depending on business needs, you may work dedicated to a single high-profile client or provide multi-client coverage on-site.
This is a client-facing, hands-on position where you’ll troubleshoot issues, resolve incidents, and contribute to an exceptional support experience for both everyday users and VIP executives.
COMPENSATION: $55,000 to $60,000.
What You’ll Do
- Resolve Level 1 and Level 2 support tickets, including:
- Microsoft 365 services (Outlook, Teams, SharePoint)
- Windows 10/11 desktop issues, application crashes, and connectivity problems
- Remote access (VPN, Citrix, Terminal Services) and client/server connectivity
- VIP user incidents, file restores, and networked printer troubleshooting
- Network and WiFi desktop-level issues
- Perform basic system maintenance, patching, and version upgrades
- Manage Active Directory tasks: user creation/removal, password resets, and GPO application
- Utilize RMM and MDM tools for remote troubleshooting and endpoint management
- Coordinate with third-party vendors for hardware support and warranty service
- Document all work thoroughly in the ticketing system
Who You Are
- A strong communicator who can translate technical solutions into clear language for end users
- Proactive, customer-focused, and responsive, with a commitment to service excellence
- Experienced in desktop support (3 years) with hands-on expertise in:
- Microsoft 365 (Outlook, SharePoint, Teams)
- Windows 10/11 and Windows Server environments
- Active Directory, Group Policy, and user account management
- VPN setup and troubleshooting
- File system permissions, network shares, and basic backup/restoration
- Desktop, laptop, and basic network troubleshooting
- Familiar with multi-factor authentication (MFA) and email security basics
Bonus Points For:
- Previous experience at a Managed Services Provider (MSP)
- Exposure to Microsoft Azure user and access management
- Experience with VMware or virtual desktop infrastructure (VDI)
Why Work With Us
- Meaningful client impact – Deliver high-quality IT support that keeps organizations running smoothly
- Professional growth – Access mentorship, certifications, and a path for career advancement
- Dynamic environment – Gain experience in diverse client infrastructures, from desktops to cloud
- Supportive team culture – Join a collaborative environment focused on excellence and continuous improvement
- Competitive package – Receive a strong salary, benefits, and clear growth opportunities
Salary : $55,000 - $60,000
