Desktop Support Engineer
The person in this role will provide professional and timely support for a wide range of IT equipment and software. The Desktop Specialist shall be responsible for troubleshooting problem areas and engaging in root cause problem-solving situations in a professional manner, while also providing in-person technical support or remote support by phone, instant message, video conferencing.
The ideal candidate would be self-motivated and self-directed with the ability to independently prioritize and execute tasks in a fast-paced environment while maintaining a positive attitude. Focus on customer service, communications, and prior experience in a customer service role, demonstrating this capability is required.
Tasks
Duties and Responsibilities- On-site and remote analysis, diagnosis, and resolution of complex desktop problems for end-users, along with recommending and implementation of corrective solutions for systems
- Install, configure, test, maintain, monitor and troubleshoot end-user systems, phones, and related hardware and software to meet desktop service levels
- Collaborate and enable remote support for system administration and networking teams as required.
- Frequent system administration tasks in Microsoft Active Directory and other application services as required
- Assist in the maintenance and inventory of all equipment, consisting of but not limited to PCs, monitors, laptops, printers and other components
- Document and enter activities in ITSM platform and managing incidents proactively to resolution
- Communicate application problems and issues to management, development teams and end-users
- Work with great attention to detail and ability to work and support various IT processes
- Assist with other duties as assigned
Requirements
What experience will allow you the greatest success in this role?- Knowledge of PC and laptop hardware components (external and internal)
- Reliable/demonstrated written and verbal communication and customer service skills
- Demonstrated ability to manage priorities and tasks assigned
- Ability to share how they deliver positive customer engagements
- 3+ years of experience installing, troubleshooting operating systems for PCs in addition to core productivity applications like Office365, multiple browsers, and other software
- Knowledge or certifications with Windows workstation products and Microsoft Office suite
- Experience using remote tools to support remote end-users and systems
- Working knowledge of NinjaOne or similar OS deployment tools and PC management experience
- Knowledge of AD, Teams, Box or similar, a requirement
- ITILv3 certifications preferred, demonstrated familiarity or prior ITIL certifications a definite plus
- Experience working in an enterprise ITSM platform, i.e., ServiceNow
- Large company experience a plus
- Excellent analytical, troubleshooting and problem-solving skills
- Quick learner, can understand and apply existing and new technologies
- Ability to lift and move up to 50 pounds of materials
- Experience working in a team-oriented, collaborative environment
Benefits
bonua up to 5% of salary plus pension, healthcare etc.
The interview process would involve a telephone interview followed by an onsite interview.