Desktop Support Engineer Jobs

• Install, configure, maintain, upgrade, and troubleshoot a wide range of hardware and software used in the company.
• Identify and escalate situations requiring urgent attention.
• Log all interactions, track and route issues and requests and document resolutions.
• Escalate tier 2 and 3 issues to the appropriate team(s).
• Deploy and maintain smartphone fleet.
• Monitor all open tickets to ensure prompt closure and resolution.
• Provide courteous customer support to users through phone, walk in, and ticket requests.
• 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.
• Replace systems (laptop, desktop, and mobile).
• Assist off site contractors with hardware maintenance.
• Follow standard Service Desk procedures.
• Advise users on appropriate action.
• Travel between sites to provide support as needed. (locally and within the US).
• Gather metrics on daily/weekly/monthly requests and work.
• Research inquiries using available information resources.
• Maintain loaner devices.
• Install, configure and support software. Data Center operation support. Provide assistance to other towers. Assist with acquired company integration.

Qualifications - External

Requirements

• Experience with Cleanroom protocols and procedure (preferred)
• Minimum Bachelor Degree; with a technical major, such as engineering or computer science OR 2+years of experience in Help Desk or Desk Side Support positions with a high school diploma.

Technical skills:

• Experience with IT infrastructure area support - DSS, Multiple Workstation OS (Window, Mac), Multiple Mobile OS (Android, iOS), Networking, Printing Services, etc.
• Familiarity with various computer cabling, printers, document scanners, barcode scanners, projection devices, networking, digital and analog telephony, VoIP, and other office technologies.
• 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.

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:

• 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.
• Very good communication and customer related skills.