Desktop Support Engineer
The Desktop Support Engineer will provide day-to-day local/remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system.
The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.
Role Responsibilities:
1. Reading error codes flashed on the device
2. Swapping out hardware
3. Tracing faults using diagnostic devices and software
4. Assisting support staff of other service providers
5. May require some staggered shifts
6. Will require some travel to sites
7. Other duties may be assigned
8. Knowledge of common inventory management techniques
9. Managing daily, weekly, and monthly reports on IT stock
Requirements
1. Minimum 3 years of applied skills and experience
2. Industry-standard training and certifications, including A+ certification or equivalent work experience of at least 3 years
3. Experience in warranty hardware repair of HP, Dell, and Lenovo devices, including warranty parts ordering, repair/replacement, and defective part return
4. Technical knowledge of Windows operating systems to resolve issues or perform full PC rebuilds using client-specific documentation
5. Familiarity with OSX, iOS, and Android operating systems to support end users with related devices
6. Technical knowledge of Microsoft Office Products, antivirus software, and desktop services to resolve software application issues
7. Ability to utilize provided knowledge articles to resolve issues with client-specific applications
8. Strong verbal and written communication skills for customer-facing interactions
9. Ability to apply intermediate subject matter knowledge to solve common IT issues
10. Exercises independent judgment within defined practices and procedures
11. Acts as an informed team member, providing analysis and limited project input
12. Evaluates circumstances and makes technical and procedural recommendations