Desktop Support Associate

About the Role

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. **Work Requirements:** This is a hybrid model role, requiring employees to work from the office 2 days per week. Work Location \- New Delhi The position follows a five\-day workweek, Monday through Friday. Flexible Working Hours. **Desktop Support Associate** **Key Technical Skills** * **OS Support:** Windows 11, macOS, Windows Server fundamentals * **Hardware Troubleshooting:** Laptops, desktops, Mobile Devices, printers, peripherals — Setup, configuration, and diagnosis * **Active Directory \& Networking:** User account management, Group Policy basics, DNS/DHCP fundamentals, TCP/IP troubleshooting * **Endpoint Management Tools:** Microsoft Intune, SCCM, or similar MDM tools * **Ticketing Systems:** HelpDesk, ServiceNow, Jira Service Desk, or similar (incident/request management) * **Email \& Collaboration Tools:** Outlook, M365 suite, Teams troubleshooting * **Remote Support Tools:** GoToAssist and Remote Desktop * **Imaging \& Deployment:** OS imaging, application packaging/deployment * **Basic Security Practices:** Antivirus/EDR tools (e.g., CrowdStrike, Rapid7\), patch management, encryption (BitLocker) * **VPN \& Remote Access:** Configuration and troubleshooting for remote users * **Asset Management:** Hardware/software inventory tracking, license management * **Endpoint Detection \& Response (EDR):** CrowdStrike, Microsoft Defender, Rapid7 * **SIEM Tools:** Rapid7 — log analysis and correlation * **Identity \& Access Management:** Entra ID (Azure AD), MFA, Conditional Access, PAM * **Network Security:** Firewalls, IDS/IPS, VPN, network segmentation * **Vulnerability Management:** Qualys, patch management processes * **Cloud Security:** AWS/Azure security controls, IAM policies, security groups, cloud\-native security tools * **Incident Response:** Threat detection, containment, forensic analysis, root\-cause investigation * **Scripting/Automation:** PowerShell for security automation * **Phishing \& Email Security:** Proofpoint, Mimecast, or similar * **Penetration Testing Basics:** Understanding of common attack vectors (OWASP Top 10, etc.) * **Threat Intelligence:** Monitoring for emerging threats, IOC analysis **Job Description Summary** * Provide L1/L2 technical support for desktops, laptops, and peripherals * Handle onboarding/offboarding — device setup, access provisioning, deprovisioning * Troubleshoot hardware, software, and connectivity issues (in\-person and remote) * Manage IT asset inventory and coordinate procurement/replacement * Support incident handling for lost/stolen devices, data wipes, and reimaging * Escalate complex issues to L3/infra/security teams as needed * Maintain documentation (SOPs, troubleshooting guides) * Ensure compliance with IT security policies (patching, encryption, endpoint protection) * Monitor security alerts (SIEM/EDR) and investigate potential threats/incidents * Lead incident response for security events (e.g., phishing, malware, unauthorized access, stolen devices) * Manage vulnerability assessments and coordinate remediation with Infra/Dev teams * Implement and maintain security controls (firewalls, endpoint protection, access policies) * Conduct security reviews for new systems, applications, and cloud deployments * Ensure compliance with security policies, frameworks, and regulatory requirements * Collaborate with IT/Infra teams on patching, hardening, and risk mitigation * Maintain incident documentation, run post\-incident reviews, and improve security posture continuously