Desktop Support Engineer

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Desktop Support Engineer

[Columbus, OH, 43222],[New York, NY, 10075],[Dallas, TX, 75342],[San Francisco, CA, 94102] |   2023-01-18 17:01:26

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Job Code : 2023-MY3TECH0026

Job Title: Desktop Support Engineer

Dallas, Columbus, New York, San Francisco

12 Months

Job Summary:

Provides day-to-day onsite problem resolution for laptop, voice, print, smartphone, AV, and network problems within established enterprise guidelines. Installs, configures, and troubleshoots laptop systems, facilitates hardware and network repairs and maintains asset tracking system integrity all while exceling in delivering white glove customer support to a highly mobile population in a fast-paced environment.

Job Accountabilities:

Delivers a high quality customer focused service support experience in a customer driven culture.

Ensures that on a day to day basis the computing requirements for all customers are met, hardware is delivered on schedule and working according to checklist and customer requirements.

Performs analyzing, diagnosing, installation, and resolution of complex laptop computer, operating system, application software, and hardware technologies and associated problems. Support Windows and Mac OS laptop users in identifying root cause and facilitating expedient resolution.

Follow company policy and procedure to continually improve the quality of customer service and technical service provided by the local Deskside personnel.

Receives work from and responds customer help tickets, walk-in or internal help requests.

Provides accurate documentation and information through the use of the ServiceNow ticketing tool.

Understand and adhere to all corporate policies to include, but not limited to Information Security policies and IT standard operating procedures.

Participates in overall local office support team, substituting for other groups as necessary.

Perform other duties as assigned.

Minimum Requirements:

A minimum of 4 years related experience in a Help Desk support position

Excellent customer service skills

Excellent written and verbal communication skills

Ability to set proper task priorities and multitask in a fast-paced and dynamic environment while meeting all deliverables on-time or before they are due

Ability to organize and maintain physical organization of IT space

Experience in a professional business environment preferred

On-call rotation expected

OT may be required to meet customer needs and project efforts

May provide onsite training to support projects and initiatives

Minimal Travel (0-10%)

Physical Requirements:

Some lifting of equipment (25 pounds or less) may be required

Highly Desired Skills:

Google for Work (G Suite), Lotus Notes, Microsoft Office Suite, Windows 7 and Windows 10, VPN, AV, multifunction printer knowledge preferred

Experience in PC support, remote communications, local area networking, smartphones

Experience with PC & Peripheral troubleshooting

Customer service skills, advanced customer service trainings or certifications

Certifications such as A+, Network+, MCSE are helpful but not necessary

Bachelor’s degree desired