Desktop Support Engineer

About the job

Deskside Support

The incumbent in this role will handle all Deskside Support requests, including escalations from

other Desktop Administrators. As a Deskside Support, he/she will provide expert

technical support to all users, including senior leadership and may provide 24x7 on-‐call support

for escalations. This role will be responsible for providing support and resolving issues and

requests directly in person, over the phone, email, or through remote desktop software. This is

a hands-on position requiring experience with complex troubleshooting of both hardware and

software issues.

Essential Duties & Responsibilities

· Provides end-‐user support Services. Responds to and resolves trouble ticket assignments for desktop support within established service level agreements

· Provides direct, in person support to end users for hardware and software issues

· Troubleshoots hardware issues related to desktops, laptops, printers, peripherals, and mobile devices

· Troubleshoots software issues related to Windows 10 and Mac OSX, Microsoft Office, and other desktop applications

· Documents solutions and updates Jira tickets per established standards

· Provides after hour support on an as needed basis.

· Responsible for PC Lifecycle Refresh that includes image computers and prepare for user deployment, user data migration from older to new computer, scheduling appointments with business users for deployment and basic training on new hardware

· Researches computer issues and helps provide solutions to other desktop support administrators when needed. Maintains and updates documentation for procedures used to resolve issues. Provides very detailed documentation indicating specific steps taken, including screen shots

· Responsible for complex video conference setup which may include multiple sites

· Provides technical support for complex application installation errors, hardware component replacement and non-‐standard requests for hardware/software

· Provides support to Delta executives that are visiting for troubleshooting hardware and software issues on PC, Mac, printers, mobile devices and other peripherals.

· With minimal supervision, coordinates and works on projects as assigned to the deskside department

CORE COMPETENCIES / KNOWLEDGE & SKILL REQUIREMENTS

§ Must be able to troubleshoot and resolve complex PC hardware and software issues

§ Proficient in Mac support is a plus

§ Good working knowledge of Bitlocker encryption software and McAfee Endpoint encryption

§ Familiarity with completion of asset records edits and updates to status of endpoints

§ Must be able to work independently to support users who are working Remote

§ Proficient in O365, OneDrive, AD, Azure and various MS applications

§ Must have working knowledge with VDI(s)

§ Knowledge of IT home electronics devices, peripherals, and WiFi setups

§ Demonstrated high level of professionalism and customer service oriented

§ Proficient in Power Automate, Power BI and Tableau is a plus

§ Exceptional interpersonal and communication skills

§ Excellent problem solving and teamwork abilities

§ Familiar with IVANTI Service Desk Ticking System

Education, Experience & Training Required

§ A high school degree or equivalent education in computer technology required

§ A minimum of 4 years of formal computer technology experience required

§ Microsoft Certified Desktop Support Technician (MCDST) preferred or equivalent job experience

§ Microsoft 365 experience preferred