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(Usa) Mr - Desktop Support Engineer (Level 2)
Company | NSC Global |
Address | Great Falls, MT, United States |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting |
Expires | 2023-08-31 |
Posted at | 9 months ago |
NSC Global is currently looking for a Desktop Support Engineer to join our growing company.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Test fixes to ensure problem has been adequately resolved.
- Build rapport and elicit problem details from help desk customers.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Perform related duties consistent with the scope and intent of the position
- Develop help sheets and knowledge base articles for end users.
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
- Field incoming help requests from end users via both telephone and work orders in a courteous manner.
- Perform post-resolution follow-ups to help requests.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Extensive application support experience.
- Exceptional written and oral communication skills.
- Strong documentation skills.
- Knowledge of basic computer hardware.
- Good understanding of the organization's goals and objectives.
- Working knowledge of a range of diagnostic utilities.
- Experience with desktop operating systems including Microsoft, and Mac OS X
- Highly self-motivated and directed.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Experience working in a team-oriented, collaborative environment.
- Keen attention to detail.
- Interpersonal Excellent customer service, technical, organizational, and communication skills -- in person and on the phone; effective listening and team orientation. Able to persuade, influence and negotiate with staff and vendors in critical situations. Able to motivate others and work cooperatively in a group to achieve common goals.
- Thought Process Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities. Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve.
- Physical Able to sit at a desk and grasp writing instruments. Able to manipulate fingers to perform keyboard strokes on a computer. Mobile between buildings. Must also be able to lift 40lbs without issue and move it from under a desk to a cart and vice versa.
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