Desktop Support Engineer (Level 2)

Responsibilities

• Receive help requests from end users via telephone and work orders in a courteous manner.
• Capture and document end user identification details, including name, department, contact information, and nature of the issue.
• Build rapport to elicit problem details, then prioritize and schedule work accordingly.
• Escalate issues when required to the appropriately experienced technician.
• Record, track, and document the full problem-solving process, including decisions made and actions taken, through to final resolution.
• Use diagnostic utilities to support troubleshooting and verify fixes.
• Access resources including software updates, drivers, knowledge bases, and FAQs on the Internet.
• Learn the organization’s supported software and hardware to improve resolution accuracy.
• Perform hands-on desktop fixes, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Complete post-resolution follow-ups and maintain quality through communication and documentation.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position.

Requirements

• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
• Document, maintain, upgrade, or replace hardware and software systems.
• Support and maintain user account information, including rights, security, and systems groups.
• May require an associate’s degree in a related area or 5+ years of experience in the field or a related area.
• Familiar with concepts, practices, and procedures in the field; uses experience and judgment to plan and accomplish goals.
• Strong documentation, written and oral communication, and exceptional interpersonal skills focused on rapport-building, listening, and questioning.
• Ability to research a wide range of computing issues and absorb information quickly.
• Strong customer service orientation with proven analytical and problem-solving abilities.
• Ability to prioritize and execute tasks in a high-pressure environment and manage multiple priorities.
• Team-oriented mindset and ability to help others learn technical concepts.
• Can sit at a desk, use a keyboard and writing instruments, and mobile between buildings.
• Ability to lift 40 lbs without issue and move equipment from under a desk to a cart and vice versa.

Technologies

• Microsoft Teams Rooms
• Microsoft Intune
• Imaging
• ServiceNow
• Microsoft desktop operating systems
• Mac OS X