Desktop Engineer

Customer Support SpecialistMajor Responsibilities:- Provide optimal customer service.- Maintain a professional and cooperative relationship with customers, Data Systems staff, vendors, and third-party support providers.- Multi-task effectively in an interrupt-driven environment.- Perform second and third level desktop support to customers, which includes centralized problem and request resolution for customers; appropriate incident management including documenting incident descriptions, notes, and resolutions. Create, document and maintain an efficient problem management system for the Customer Services Department.- Analyze incidents and identify repetitive issues.- Develop and document a work-around solution and submit for corrective action utilizing the problem management process.- Create problem reports that will be used by the technical team for analysis and resolution.- Provide technical support and direction to Help Desk Staff to ensure hardware, software and peripherals are configured and functioning as required.- Provides technical direction regarding the deployment, maintenance, support and upgrade of desktop PCs, thin client terminals, printers, scanners, peripheral hardware, operating systems and desktop software.- Work with Data Systems staff, vendors, and third-party support providers to ensure efficient incident and problem management.- Work with the Customer Services staff on a daily basis to assist in resolving any technical issues and in providing optimal service to the customers.- Interface with other Data Systems staff as needed to assist in resolving any technical issues.- Create and maintain documentation.Includes User Instructions, Installation Instructions, Service Level Agreements, Hardware and Software Specifications, Procedures, Policies and Work Instructions.Minimum Qualifications:- Required: Bachelor's of Science in Information Systems - Seven years customer support/help desk experience. Self starter and very strong organization skills. Excellent written and oral communication skills are required to effectively communicate with the end user as well as document incoming incidents and request.- Microsoft Windows administration experience is required.The ideal candidate will have the ability to provide positive customer service and problem solving skills. Certified Microsoft Office Specialist.Experience:In lieu of education: 10 years experience in customer support/help desk supporting 1000 or more users.