Desktop Support Engineer

Desktop Support Engineer

Provides day-to-day onsite problem resolution for laptop, voice, print, smartphone, AV, and network problems within established enterprise guidelines. Installs, configures, and troubleshoots laptop systems, facilitates hardware and network repairs and maintains asset tracking system integrity all while excelling in delivering white glove customer support to a highly mobile population in a fast-paced environment.

Job Accountabilities:

• Delivers a high quality customer focused service support experience in a customer driven culture.
• Ensures that on a day to day basis the computing requirements for all customers are met, hardware is delivered on schedule and working according to checklist and customer requirements.
• Performs analyzing, diagnosing, installation, and resolution of complex laptop computer, operating system, application software, and hardware technologies and associated problems. Support Windows and Mac OS laptop users in identifying root cause and facilitating expedient resolution.
• Follow company policy and procedure to continually improve the quality of customer service and technical service provided by the local Deskside personnel.
• Receives work from and responds customer help tickets, walk-in or internal help requests.
• Provides accurate documentation and information through the use of the ServiceNow ticketing tool.
• Understand and adhere to all corporate policies to include, but not limited to Information Security policies and IT standard operating procedures.
• Participates in overall local office support team, substituting for other groups as necessary.
• Perform other duties as assigned.

Minimum Requirements:

• A minimum of 4 years related experience in a Help Desk support position
• Excellent customer service skills
• Excellent written and verbal communication skills
• Ability to set proper task priorities and multitask in a fast-paced and dynamic environment while meeting all deliverables on-time or before they are due
• Ability to organize and maintain physical organization of IT space
• Experience in a professional business environment preferred
• On-call rotation expected
• OT may be required to meet customer needs and project efforts
• May provide onsite training to support projects and initiatives
• Minimal Travel (0-10%)

Physical Requirements: Some lifting of equipment (25 pounds or less) may be required Highly Desired Skills :

• Google for Work (G Suite), Lotus Notes, Microsoft Office Suite, Windows 7 and Windows 10, VPN, AV, multifunction printer knowledge preferred
• Experience in PC support, remote communications, local area networking, smartphones
• Experience with PC & Peripheral troubleshooting
• Customer service skills, advanced customer service trainings or certifications
• Certifications such as A+, Network+, MCSE are helpful but not necessary