Desktop Support Engineer Job Description Template
Our company is looking for a Desktop Support Engineer to join our team.
Responsibilities:
- Be diplomatic and customer service focused while managing key stakeholders in a positive, poised and effective manner;
- Handle all levels of support, but primarily focusing on 2nd and 3rd level issues;
- Provide support for 150+ users nationally;
- Walk customers through installing applications and computer peripherals;
- Monitor hardware and software inventory and keep key IT equipment in stock;
- Maintain clear and concise documentation of IT-internal and user-facing processes;
- Report customer feedback and potential product requests;
- Troubleshoot and repair computer hardware, operating systems, and software;
- Responding promptly to incidents and service requests via ticket system, mail or phone;
- Administer access, permissions, and privileges for on-site resources and cloud services;
- Address user tickets regarding hardware, software and networking;
- Help create technical documentation and manuals;
- Test alternative pathways until you resolve an issue;
- Conduct remote troubleshooting;
- Follow up with clients to ensure their systems are functional.
Requirements:
- Strong troubleshooting skills for end user computing issues – diagnose, troubleshoot & resolve issues with desktops, laptops, and printers;
- Preferred experience with financial services, professional services, or law firms within a corporate service support environment;
- Strong team contributor, developing individual and other’s skills;
- Minimum 2+ yrs. hands on experience as deskside/Onsite support/local IT engineer in L2 or L3 support related position;
- Hands on knowledge of Group Policy settings and controls, Active Directory, Citrix Presentation Layer and Receiver, and remote access;
- Proven experience effectively communicating issues/challenges and solutions to the business;
- Excellent communication and people skills;
- Excellent problem-solving skills and Documentation Skills;
- 1-3 years of related support;
- Proven customer service skills;
- General network concept troubleshooting skills needed: Proxies, VPN, LAN/WAN, DHCP, printer queues, etc;
- Experience working at federal client site;
- Complete New Deployments for PCs, Laptops utilizing company standard imaging practices;
- Good communication skills (Verbal & Written) and ability to work in 24×7 support environment;
- Making all customers feel valued on an ongoing basis through establishment of rapport and relationship building.