Desktop Support Engineer

Role: Desktop Support Engineer

Duration: 12 months

JD:

Perform hands-on fixes at the desktop level, including installing and upgrading of hardware and software

Acts as a liaison between Tier 3 support teams and the end-users

Interacts regularly with managers, clients, and vendors to answer question and complete project initiatives

Engages with Infrastructure Operations Center and Network Engineering to assist in problem resolution of network issues

High degree of skill with Windows OS and Apple Mac computers in an Active Directory environment

Highly proficient with MacOS and IOS supporting MacBooks, iPhones and iPads.

Experience configuring and deploying Microsoft Windows based laptops and desktop PC's

Support AV systems and collaboration applications such as WebEx, Teams, Zoom

Experience with ServiceNow and Asset Management

Knowledge of network fundamentals and IT security best practices

Inputs:

Service requests via ticketing system, phone, email, and walk-up support

Incident reports from end users regarding technical issues

Access requests and system provisioning needs

Password resets and authentication issues

Outputs:

Timely resolution of technical issues with documented solutions

User account creation, modification, and deactivation

Incident documentation and knowledge base contributions

Status updates and communication to stakeholders

Escalation of complex issues to appropriate technical teams

Technical Capabilities:

Diagnose and resolve Windows/Mac operating system issues

Support Microsoft 365 suite and business-specific applications

Configure and troubleshoot network connectivity (VPN, wireless, wired)

Perform hardware setup, imaging, and deployment

Manage printer and peripheral device configurations

Service Management:

Track and manage incidents through ITSM platform (ServiceNow)

Maintain SLA compliance for response and resolution times

Document solutions and update knowledge repositories

Coordinate with vendors for warranty and repair services

Business-Specific Support:

Understand Gas Infrastructure operational technology requirements

Support NEER-specific applications and workflows

Provide onboarding technical assistance for new hires

Enable remote work capabilities and troubleshooting