Desktop Support Engineer

Desktop Technician Location: Albuquerque, NM Onsite Duration: 1 year possible extension, Conversion to direct TBD Pay: $20.50 hr Responsibilities Provide exceptional IT support (Incident and IMAC) to internal customers ensuring a high level of customer satisfaction Workstation/Server troubleshooting support; indepth knowledge of computer and hardware devices Responsibilities include 2nd level Desktop support, Laptop configurations/deployments, some AV support Ensures service levels for customers are met, identifies opportunities for improvements and implements these as agreed upon Stage and configure machines for new hires and deploy new hardware as needed Work with the Build Center team to provide timely delivery on all hardware deployments Complete workstation replacements for users that qualify for new workstation replacements Test, configure, install and manage repair of all IT related equipment (hardware and software) Knowledge base documentation contribution Accurately log and track ticket related workload in a timely fashion Customer engagement – Ensure frequent and timely updates to internal customers regarding status of any outstanding issues and work that is in progress Form effective relationships with Business, Brands, Corporate functions, Delivery, Apps Support, fellow team members and External Service Providers Above all, focus on support of people as opposed to the technology Requirements Minimum 5 years of relevant experience in IT support at 2nd level within a Corporate IT support environment Exceptional Customer Experience skills and Customer Success obsessed Thorough understanding of service desk and customer support environment Deadline oriented with appropriate sense of urgency and ability to make quick and informed decisions Tolerance for ambiguity in a consistently changing environment High energy level and creative problem-solving abilities Excellent verbal, written and interpersonal communication skills with the ability to present complex ideas in clear, concise fashion to technical and non-technical internal customers Proven analytical, evaluative, and problem-solving abilities Self-motivated team player Expertise in MS Windows 10, OSX, iOS, MS O365, and MDM for mobile devices Remote desktop assistance tools (Nextthink), Automation & Scripting, Service Now, SCCM, JamF, Zoom, MS Teams, Slack #J-18808-Ljbffr