Desktop Support Engineer

Job Description:

This role allows for a high level of exposure to different cultures, and internal organizations requiring adaptability and strong soft skills.

In addition, they must possess excellent communication skills in order to assist computer users.

Responsibilities:

• Follow standard procedures.
• Provide courteous customer support to users through phone, walk in, and ticket requests.
• Log all interactions, track and route issues and requests and document resolutions.
• Monitor all open tickets to ensure prompt closure and resolution.
• Identify and escalate situations requiring urgent attention.
• Escalate tier 2 and 3 issues to the appropriate team(s).
• Install, configure, maintain, upgrade, and troubleshoot a wide range of hardware and software used in the company.
• Research inquiries using available information resources.
• Advise users on appropriate action.
• Gather metrics on daily/weekly/monthly requests and work.
• Replace systems (laptop, desktop, and mobile).
• Purchase new systems and accessories and log data into asset inventory system or appropriate records while managing local inventory of IT related equipment. Image new systems using automated technologies (such as SCCM, etc.) and update with needed drivers and patches.
• Deploy and maintain smartphone fleet.
• Maintain loaner devices.
• Assist off site contractors with hardware maintenance.
• Travel between sites to provide support as needed.
• Install, configure and support software. Data Center operation support. Provide assistance to other towers. Assist with acquired company integration.

Requirements:

• Bachelor Degree in Computer Science, Information Technology, Engineering or any related field OR 3+years of experience in Help Desk or Desk Side Support positions with a high school diploma.
• Experience with Cleanroom protocols and procedure (preferred).
• Should have basic understanding of ITSM.

Technical skills:

• Experience with IT infrastructure area support - DSS, Multiple Workstation OS (Window, Mac), Multiple Mobile OS (Android, iOS), Networking, Printing Services, etc.
• Experience with one or more of the following is a plus: Active Directory, Group Policies, SCCM, IIS, scripting, server HW, Systems Administration/System Engineer Microsoft certification.
• Familiarity with various computer cabling, printers, document scanners, barcode scanners, projection devices, networking, digital and analog telephony, VoIP, and other office technologies.

Soft skills (Competencies):

• Listening skills, verbal communication skills, customer service skills, problem-solving skills, teamwork skills.
• Ability to understand and speak the language of business. Self-management skills.

Communication:

• Very good communication and customer related skills.
• Effectively interacts with both business and technical audiences at multiple levels, including top executive managers Knowledge and Expertise Demonstrates deep understanding of relevant technology, architecture, processes and practices.