Desktop Support Engineer

Reports To: Client Services Manager

The position of Deskside Technician - End User Computing performs troubleshooting, repair, and preventative maintenance of end user computing equipment and peripheral equipment at corporate locations.

Any incumbent in this position is expected to perform all the duties of this job description at a minimum level of satisfactory as determined by this position’s ADSL manager(s) and/or the ADSL client(s) this position may be assigned to support. If the incumbent is given a separate job description by an ADSL client, the incumbent will immediately notify this position’s immediate manager at ADSL so that the ADSL manager can ensure the ADSL and client job descriptions are compatible. The incumbent in this position understands that the “at will” employment relationship which ADSL has with all its employees also applies to the assignment of the incumbent to an ADSL client. Therefore, the incumbent understands that an ADSL client may end the incumbent’s assignment with the client at any time and at the ADSL client’s sole discretion. In such cases,

ADSL’s continued employment of the incumbent in this position will be evaluated on a case-by-case basis and be further subject to ADSL’s business needs and the terms of the “at-will”

relationship which ADSL has with all its employees.

The candidate works on assignments of a diverse scope where analysis of data and hardware requires evaluation of identifiable factors. The candidate exercises judgment with supervision within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison between customers, departments, and within the organization to lead problem resolution.

Essential duties for the position include, but are not limited to the following:

Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs

Resolve incidents and problems associated with EUC equipment

Perform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them to occur in the future

Support Authorized Users in connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN

segments

Provide repair and maintenance for mobile devices

Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals) Provide software break/fix services and replacement of non-warranty assets for end users

Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP/IP output

Provide warranty and break/fix support for networked printers and scanners

Configure and support end users on mobile computing platforms

Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc Create, change and remove printer configurations and queues based on requests and in accordance with SLAs Provide on-site hardware support for general troubleshooting and problems for end user computing technologies Provide regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel.

Utilize problem management database and systems to track and report on customer calls and requests. Communicate technical information to technical and non-technical team and customers.

Deskside support services as required.

Experience: 3-5 years enterprise IT support, Requires 4+ years of related work experience

Sound knowledge of imaging tools (Ghost, MDT, SCCM) Sound knowledge of data backup and recovery tools Installing, upgrading, and migrating to Windows 10/11

Deploying Windows 10/11 in large enterprises Configuring hardware and applications Configuring network connectivity

Configuring access to resources

Configuring mobile computing

Monitoring and maintaining systems that run Windows 10/11

Configuring backup and recovery options

Sound knowledge of ServiceNow

Sound knowledge of MAC OS (JAMF also preferred)

Sound knowledge of PC Imaging via SCCM

Nice to have:

Applications Support Engineering i.e. AutoCAD/NX Preferred Manufacturing/Development alternatively

Mobile Workstation Support (High end Performance Laptops)

MFA/VPN Troubleshooting a Plus

Certifications:

A+ Certification; MD-100 Certification