Desktop Support Engineer - IT Help Desk

Description • Provide Tier 1-2 IT support for hardware, software, and connectivity issues via ticketing system, chat, phone, and remote sessions • Manage Windows and macOS desktops/laptops including imaging, configuration, patching, and lifecycle management • Administer Active Directory accounts, groups, and permissions for user onboarding, offboarding, and access changes • Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) and troubleshoot configuration issues • Diagnose and resolve network connectivity problems including VPN, Wi-Fi, and printer issues • Maintain asset inventory and track hardware assignments, warranties, and replacements • Escalate complex issues to senior engineers with clear documentation of troubleshooting steps taken • Create and maintain knowledge base articles and standard operating procedures for common issues • Ensure all support activities comply with HIPAA requirements for handling sensitive healthcare data Requirements • 2+ years of IT help desk or desktop support experience • Strong troubleshooting skills across Windows 10/11 and macOS environments • Experience with Active Directory user and group management • Proficiency with Microsoft 365 administration and support