IT Support Engineer
Experience: 4–7 yearsRole SummaryThe Enterprise IT Support Engineer (Onsite – Mid-Level) provides hands-on technical support for end-user computing services across assigned locations. The role focuses on incident resolution, service request fulfillment, and maintaining stable desktop operations while working closely with the Onsite IT Support Lead and remote teams.Key Responsibilities:Provide onsite IT support for desktops, laptops, printers, scanners, peripherals, and mobile devicesSupport telephone systems, RSA tokens, VPN access, and Citrix connectivityPerform password resets and basic identity/access-related supportAssist users with day-to-day IT issues to improve productivity and efficiencyMonitor, update, and resolve tickets using GSEP and Ivanti LanDeskHandle L2-level incidents and service requests within defined SLAsEscalate unresolved or complex issues to the Onsite Lead or appropriate teamsEnsure tickets are documented clearly with troubleshooting steps and resolution detailsInstall, configure, and maintain desktop operating systems and enterprise applicationsInstall and troubleshoot drivers for local and network printers and peripheralsSupport Microsoft Office, Outlook, browsers, and approved enterprise softwarePerform hardware troubleshooting and coordinate replacements when requiredUpdate user information in organizational systems as directedSupport onboarding and offboarding activities (account setup, access changes, device readiness)Assist with user access updates for enterprise applicationsSupport desktop-related IT projects, rollouts, and migrationsParticipate in planned maintenance and change activitiesAssist with site-level deployments and refresh activitiesMaintain accurate ticket updates and basic documentationFollow SOPs, runbooks, and standard support processesWork closely with onsite lead, remote teams, and other IT towersRequired Skills & QualificationsStrong experience in enterprise desktop and end-user IT supportHands-on knowledge of:Windows OS and Microsoft OfficeCitrix (connectivity support)RSA tokens and VPNIvanti LanDeskApple iOS and Android devicesPrinters, scanners, and peripheralsGood troubleshooting and communication skillsAbility to manage multiple tasks in a fast-paced environmentStrong customer service mindset