IT Desktop Support Engineer

The Desktop Support Engineer servers as a member of the Information Technology team and act as main escalation point for technicians in various locations. Communicates highly technical information to both technical and nontechnical personnel.

Provides day-to-day technical support, configuration and troubleshooting, to all users’ endpoint systems -desktops, laptops, thin clients, phones, smart phones, tablets, printers – software and hardware.

Assist with recommendations for hardware and software solutions, including new acquisitions and upgrades for all end point devices. Participate in development of information technology and infrastructure projects with all other areas of IT.

Assist with the evaluation of specialized client software applications to ensure that basic configurations are considered for the continuous support and management.

Assist / Mange the procurement and review of all software licenses for the organization.

Responsibilities:
Primary responsibility is end user support and customer service. Follow the service desk standard operating procedure of accurately log and resolve all tickets using ticket tracking software.

Respond to requests for technical assistance in person, via phone, electronically.

Troubleshoot, escalate and resolve issues associated with desktops, laptops, network, local servers, printers, remote access and file shares.

Assist staff with the installation, configuration and ongoing support of desktop computers, peripheral equipment and software.

Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.

Ensure desktop computers interconnect seamlessly with diverse systems including associated specialized equipment, file servers, email servers and antivirus applications.

Use IT support request system to document, prioritize, and track requests.

Researching, learning, and evaluating new software and hardware.

Documents systems, processes and procedures.

Maintain inventory of equipment.

Identify and escalate situations requiring urgent attention – redirect problems to appropriate technical resources.

Track and route problems and requests and document resolutions. Become familiar with each department and their respective applications. Learn fundamental operations of commonly used software, hardware, and other equipment.

Assist /Mange the procurement and review of all software licenses for the organization.

Maintain and assist/manage the inventory for all service renewals for IT core infrastructure.

Assist the Server and Storage Administrator with technical tasks, such as backup monitoring and server management. This position will receive directives from the Server and Storage Administrator

Minimum Qualifications:
Associate degree in Computer Science, MIS, Information Technology or related discipline

5+ years’ experience in Helpdesk/Desktop Support environment, including the ability to diagnose and resolve technical hardware and software issues

5+ years’ experience with installation and support of: Windows OS client, Microsoft Office, VPN client, Encryption and Anti-Virus software

Knowledge and experience in general IT domains such as network, server, storage, MS Active Directory, etc.

Knowledge in software licensing models

Overall knowledge on IT hardware and software procurement and renewal processes

Interpersonal Skills

Excellent interpersonal and customer service skills

Friendly presence and helpful attitude; good interpersonal & presentation skills and ability to work well with others

Excellent communication skills, both written and verbal

Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.

Requires a high degree of organizational and project management skills

Must be able to work under stress with short timelines

Ability and affinity to succeed in a fast paced environment while multi-tasking

Ability to manage time effectively, multi-task and adapt to changes quickly in a fast moving environment.

Able to work a flexible schedule, weekends, holidays or on call as needed

Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it

Creativity. Ability to work around problems and come up with creative solutions

Ability to work with or without direct supervision

Exercise patience and professionalism during stressful situations

Must be a team player and cultivate partnerships within the organization

Mange the procurement and review of all software licenses for the organization

Occasional short notice travel might be required