Desktop Support Engineer

Job Description:

This contract position is responsible for providing IT client services support to customer’s internal customers .

Main responsibilities include computer imaging, data transfer, personalization (configuration), scheduling, customer support, and inventory management.  It is anticipated that the qualified individual will be spending 80% of their time working on fulfilling requests and solving computer incidents, and 20% in supporting projects. Additional responsibilities include mobility support, working with 3rd party vendors, and evaluating policies and processes.

The candidate will be performing varying degrees of problem determination, root cause analysis, and resolution of desktop hardware, software problems, and support items pertaining to mobility.  The candidate will be responsible for effectively using available technical resources and providing the service within established service level agreements.    

Job Functions:

• Perform onsite analysis, diagnosis, and resolution of complex desktop/mobility problems for end users, recommend and implement corrective solutions.
• Manage and maintain mobility queue and meet SLAs for incoming tickets.
• Project manage software/hardware rollouts and refresh items.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations/mobile devices and related hardware and software to deliver required desktop service levels.
• Assess the need(s) for and implement performance upgrades to end user workstations/mobile devices, including the installation of these upgrades (for example memory).
• Provide technical guidance to other members of the team.
• Collaborate with the global IT service desk and 3rd party vendors to ensure efficient operation of the company’s desktop/mobility environment.
• Receive and respond to incoming calls, pages, and/or e-mails regarding desktop/mobility problems.
• Perform subject matter expert duties to other support teams when needed.
• Develop and maintain software packages and tools used for software distribution.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop/mobility operations.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Interface with third-party support and equipment vendors

Primary Qualifications:

• Excellent communication skills, interacting with employees and contractors at any level.
• Associate degree in information technology, or related field (or equivalent experience).
• Minimum of 3 years of IT Desktop Support experience.
• Experience working in a global company.
• Strong technical skills in supporting x86/x64 hardware platforms, Windows 10, Apple iOS, and Android mobile OS.
• Working knowledge of a range of diagnostic utilities and core applications, including PC diagnostics, SCCM, security endpoint protection software, MFA & VPN.
• Experience working in an Active Directory environment including SCCM (SMS).
• Experience with Mac OS X, JAMF is a plus.
• Experience working with 3rd party vendors in both support and contract areas.
• Knowledge navigating 3rd party vendor applications ad websites.
• Concentrated focus on defect reduction and quality of services.
• Excellent customer relations and customer support skills.
• Experience working in a team-oriented, global, collaborative environment.

Preferred Skills:

• CompTIA A+ Certification.
• Recent Microsoft Certification.