Desktop Support Engineer

Position Summary

Gruve is seeking a skilled and customer-focused Desktop Support Engineer to join our IT support team. The ideal candidate will provide hands-on and remote technical assistance to end-users, troubleshoot hardware/software issues, and support daily IT operations. This role requires a detail-oriented individual with a strong technical background and excellent interpersonal skills.

Key Responsibilities

• Provide first- and second-level support for desktops, laptops, mobile devices, printers, and other IT assets
• Respond to user queries via ticketing system, phone, email, and in-person; resolve or escalate issues as needed
• Install, configure, and maintain Windows, macOS, and Linux operating systems and supported applications
• Manage user accounts, permissions, and access rights in Azure Active Directory, Microsoft 365, or Google Workspace
• Troubleshoot network connectivity issues (LAN/WAN, Wi-Fi, VPN, DNS, etc.)
• Support collaboration tools (Zoom, Microsoft Teams, Google Meet, etc.)
• Maintain and deploy system images using tools such as SCCM, Intune, JAMF, or equivalent
• Monitor hardware and software inventory; assist in lifecycle management of IT assets
• Follow ITIL or internal procedures for incident, change, and problem management
• Document support processes, issue resolutions, and knowledge base articles
• Participate in IT projects and support office moves, upgrades, or migrations

Documentation and Process Improvement

• Maintain up-to-date system/network documentation, runbooks, and change logs
• Identify opportunities for automation, optimization, or standardization across the IT environment

Education & Experience

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
• 2+ years of experience in desktop support, help desk, or IT technician roles

Technical Skills

• Proficiency in Windows 10/11, macOS, and Microsoft Office Suite
• Working knowledge of Active Directory, Group Policy, and remote management tools
• Familiarity with endpoint protection, patching, and basic cybersecurity principles
• Basic scripting (PowerShell, Bash, etc.) is a plus
• IT certifications such as CompTIA A+, Network+, Microsoft MCP, or ITIL are advantageous

Work Environment

• Must be comfortable supporting global teams and working in PST or overlapping time zones when required