Help Desk Engineer

Help Desk Engineer Job Description Template

Our company is looking for a Help Desk Engineer to join our team.

Responsibilities:

  • Must possess a common-sense approach to troubleshooting problems;
  • Provide fast, friendly support to all members of the company, many of whom are on a deadline;
  • Resolve complex problems that require in-depth analysis and troubleshooting;
  • Diagnose and resolve software and hardware problems;
  • Perform preventative maintenance, including the installation of service packs, patches, malware/spyware scans, and anti-virus software;
  • Setup and configure Windows 7/8/8.1/10 desktops, laptops, and Surface Pro equipment;
  • Develop solutions and perform post-resolution follow-ups to ensure problems have been adequately resolved;
  • Ability to multitask on day-to-day tasks and larger projects;
  • Embrace our core values: Can do attitude, Reliable, Positive, Collaborative, Initiative;
  • Effectively communicate necessary technical and non-technical information to customers in a simple and concise manner in person, phone and e-mail;
  • Be focused on providing superior customer service;
  • Provide technical support to customers and employees;
  • Responsible for troubleshooting client facing technical issues;
  • Reliable transportation required, applicants will be required to drive to client locations at times;
  • Will be expected to be put into an on-call rotation.

Requirements:

  • Experience with Continuum, Auvik or other network monitoring system is a plus;
  • Associates Degree in MIS or CS or equivalent experience is required. Bachelor s Degree in MIS or CS or equivalent experience is a plus;
  • One or more Technical Certifications in any of HPE, Aruba, Microsoft, Dell, Cisco, Palo Alto, Barracuda highly desired;
  • Experience installing, configuring and testing of workstation, server hardware and Mobile Devices;
  • Experience with Salesforce Service or other ticketing system is a plus.