Desktop Support Engineer

Desktop technician servicing end user technology needs in a face to face / walk up experience. 

Job Description: 

- Provide desk side support (Level 2) to all internal users 

-Provide second level support to resolve problems escalated by the Service Desk or Client IT management. 

-Provide timely follow-up and status to end users/Service Desk on incidents not resolved immediately. 

-Escalate and manage service requests according to defined policies and procedures. -Perform trouble resolution, break/fix, desk-side support, hardware/connectivity support, and upgrades on installed equipment. 

-Repair, service and install desktops, printers, laptops and other peripherals utilized and supported within the Client facility, as well as repair, service and install approved and tested software packages on Client equipment. 

-Support non-standard hardware equipment and software packages on a best-effort basis. 

-Coordinate with Client applicable groups to schedule and coordinate all IMAC activity. 

-Perform required hardware repair and software support on all supported systems or work with appropriate warranty vendor. 

-As required, install devices with operating system, software load and configuration 

-Use ticket data to determine what incidents can be resolved earlier in the process. 

-Exhibits regular, reliable, punctual and predictable attendance 

-Single point of customer resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc. 

Working knowledge and experience with most of the following: 

-Experienced in an Windows OS Environment 

-Active Directory Experience 

-MAC OS Support experience 

-Experience with Tablet Support 

-Proficient with Microsoft Windows OS, Office 365 Suite, Outlook, Active Directory 

-Familiarity with PC support tools and software 

-Ability to work independently 

-Self-starter, strong organizational skills and ability to prioritize workload 

-Strong oral and written communications skills 

-Ability to lift and install PCs, printers, etc. (up to 50 pounds) 

-Ability to maintain flexible work schedule 

-Experience using incident management (Service Now) and knowledge base system 

-Experience supporting AV equipment is highly desirable 

-Experience using remote diagnostic tools for problem identification and resolution