Help Desk Engineer

Job Summary

Key Responsibilities

• Provide onsite support for desktops laptops printers wireless access points mobile devices conference room equipment and other IT peripherals.
• Diagnose and resolve technical issues related to hardware software operating systems connectivity and basic network access.
• Install configure and maintain operating systems applications and IT equipment in accordance with company standards.
• Respond to manage and prioritize walk-up requests and onsite incidents in a timely and professional manner.
• Manage user accounts password resets and access requests using tools such as Active Directory and Microsoft 365.
• Support employee onboarding and offboarding activities including device setup equipment distribution access coordination and equipment recovery.
• Accurately document issues resolutions procedures and knowledge articles within the ticketing system or knowledge base.
• Collaborate with remote IT team members infrastructure support teams and external vendors to resolve escalated issues.
• Follow WFC IT policies security standards and industry best practices when supporting users and company technology assets.

Required Qualifications

• Diploma or bachelors degree in Information Technology Computer Science or a related field or equivalent professional experience.
• 13 years of experience in a help desk desktop support or technical support role.
• Strong working knowledge of Windows environments and Microsoft 365 applications.
• Familiarity with basic networking concepts including LAN/WAN TCP/IP and Wi-Fi troubleshooting.
• Ability to troubleshoot common hardware software printer peripheral and connectivity issues.
• Excellent problem-solving communication and customer service skills.
• Ability to manage multiple priorities while maintaining accuracy and professionalism.

Preferred Skills

• Experience with Microsoft 365 Active Directory endpoint management tools (Defender) and ticketing systems.
• Basic understanding of AI IT security practices including access control endpoint protection and safe handling of company devices.
• Experience supporting printers scanners mobile devices wireless access points and conference room technology.
• Familiarity with MS Intune IT asset management device provisioning and hardware lifecycle support.

Professional Skills

• Strong customer service mindset with a focus on timely courteous and effective support.
• Ability to communicate technical information clearly to both technical and non-technical users.
• Organized detail-oriented and able to work independently in an onsite support environment.
• Demonstrates sound judgment reliability and professionalism when handling user issues and company equipment.
• Comfortable collaborating with internal IT teams and external vendors to resolve issues efficiently.