Desktop Engineer Jobs

Request Title: Desktop Engineer
Desired Start Date: ASAP
Duration: 6 Months
Work Location: Novi, Michigan
Desktop Engineer
POSITION SUMMARY: Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop, or peripherals. Able to resolve local area networking issues to ensure connectivity to the corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents. Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.
POSITION DUTIES AND RESPONSIBILITIES: Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals. This includes the following activities:

• Troubleshooting and resolving intermediate LAN connectivity incidents
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support
• Providing Case status updates to management and end-users
• Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction
• Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
• Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers
• Analyzes problem trends and develops ideas to achieve problem resolutions
• Experience using ServiceNow ITSM Ticketing Application
• Consulting with the Service Desk on support calls
• May lead the development of information technology and infrastructure projects
• Packaging and shipping replacement parts to customers
• Managing returns on warranted parts and systems
• Providing phone support and diagnostics to remote customers
• Installing, supporting, and troubleshooting approved desktop software
• Provide support services to employees with technical problems and information technology issues involving desktop, laptops, mobile devices, and network services from local personnel or from employees using network remote access (VPN)
• Participating in training programs designed to educate customers about basic and specialized applications
• Correcting hardware problems with supported desktops, laptops, and peripherals by coordinating support with OEM vendors.
• Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions
• Able to communicate highly technical information to both technical and non-technical personnel
• Creating and maintaining images for standard systems
• Ability to work on call after hours as requiredCommunicate effectively with multiple customers and co-workers. This includes the following activities:
• Recommends hardware and software solutions, including new acquisitions and upgrades
• Performing planned maintenance, moves, adds and changes