Desktop Engineer – Tech Refresh

About the role

Lenovo is seeking a Desktop Engineer to lead the technical refresh of hardware and software across the organization. The role focuses on Level‑2 desktop support, ensuring devices are up‑to‑date, secure, and fully functional for end‑users.

Key responsibilities

• Provide L2 desktop support for laptops, desktops, tablets, mobile devices, printers, and VPN connections.
• Install, image, upgrade, and refresh Windows and macOS operating systems.
• Troubleshoot Microsoft 365 suite applications including Outlook, Teams, OneDrive, SharePoint, and Office apps.
• Create and maintain baseline Windows images and manage OS patching and upgrades.
• Onboard and offboard users and devices, perform tech refresh cycles, and conduct year‑end inventory checks.
• Document incidents, updates, and resolutions in ServiceNow while meeting SLA targets.
• Monitor support queues, handle walk‑ins, and respond to escalations promptly.
• Analyze root causes and develop corrective action plans.
• Write and update standard operating procedures and technical documentation.

Required profile

• Proven experience in L2 desktop support or similar IT support role.
• Strong ability to multitask and manage daily operational workload.
• Excellent communication skills for interacting with end‑users and internal teams.
• Detail‑oriented with a focus on accurate ticket documentation.

Required skills

• Windows operating system administration
• macOS administration
• Hardware troubleshooting (laptops, desktops, tablets, mobile devices, printers)
• Imaging and OS deployment tools
• Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint, Office)
• ServiceNow ticketing system
• VPN configuration and support
• Asset management and inventory procedures