Desktop Engineer Job Description Template
Our company is looking for a Desktop Engineer to join our team.
Responsibilities:
- Audio/Video conference room equipment, telephone systems, meeting software, messaging and collaboration tools;
- Update and maintain technology knowledgebase with customer-facing content as well as internal troubleshooting content;
- Track and thoroughly detail technology issues through ticketing system;
- Provide last tier support for both on site and remote office locations as needed;
- Follow up with customers to ensure their technology needs are being met and issues are resolved;
- Manage end-user technology projects, such as migrations, deployments and introducing new technology solutions;
- Assist in the evaluation of business problems, evaluate and recommend vendor packages, and implement required software;
- Liaises with third party vendors to coordinate software and hardware repairs;
- Co-manage the ticketing queue;
- Imaging computers and setting up IT equipment for new hires;
- Provides guidance to management regarding the sourcing of hardware;
- Primary responsibility to analyze, troubleshoot and solve technology issues (both remotely and on-site) received via email, phone and in-person;
- Provide best-in-class, white-glove customer service over the phone/email and in person;
- Hand support for network devices such as routers and switches, firewalls, racks, cabling, backup, and wireless devices;
- Prioritize tasks and be extremely efficient.
Requirements:
- Must be willing to travel domestic and international as needed (10%);
- Experience with VoIP system including troubleshooting and system management;
- Knowledge of Dell Kace 1000 and 2000 is a plus;
- O365, SharePoint, Office Suite, Active Directory;
- Knowledge of McAfee EPO Server or equivalent is a plus;
- Proficient with Microsoft Office software;
- Experience with VDI, virtual desktops, imaging desktops/laptops, deploying and troubleshooting break/fix hardware and peripherals;
- Certification preferred;
- Lab computer experience a plus;
- Good understanding of Microsoft Active Directory and Windows Concepts;
- Minimum 3 years + experience in Desktop engineering in a business environment;
- Must be detailed oriented and self-motivated;
- Proven experience as a Desktop Engineer or other customer support role;
- Experience with VM environment or equivalent is a plus;
- Experience with Microsoft Active Directory and GPO.