Desktop Support Engineer

Macpower Digital Assets Edge LLC

Hooksett, NH, United States

1 day ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

4 years minimum

Working hours

Regular working hours

Job source

www.careerbuilder.com

Tech stack

Microsoft Windows Active Directory Android Software Development Apple Mac Systems Software Applications BASIC (Programming Language) VoIP Software Documentation Desktop Computing Device Drivers Disaster Recovery Domain Name System (DNS)

+18 more

PC Tools Mobile Application Software Local Area Networks Microsoft Office Network Configuration and Change Management Software Configuration Management Software Deployment Wide Area Networks Wi-Fi Technology Internet Protocol Telephony Office365 Peripherals Firewalls (Computer Science) Guidewire PolicyCenter Computer Equipment Information Technology Network Support Laptops

Job description

Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc.
Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
Excellent understanding of Windows 10/11 OS, Android OS Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations
Provide onsite and remote technical assistance to End Users.
Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
Respond to end-user requests for updates on ticket status and promptly follow up as needed.
Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB/KEDB and SOPs)
Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement)
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
Good understanding of O365 and related support activities? Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall
Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool
Experience of working within SLAs and ITIL processes
Effective written and verbal communication skills
Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.

Requirements

4-7 years of experience in Desktop Support Engineer.
4-7 years of experience in Desktop Management - Infrastructure Services (IS)
Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.
Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues.
PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform user’s existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer., 2nd Level Support, Android, Audiovisual, Communication Skills, Computer Software, Computer Systems, Customer Support/Service, DNS (Domain Name System), Desktop Administration, Desktop PC, Device Drivers, Disaster Recovery, Documentation, Documentation Standards, Firewalls, Hardware Upgrades, Help Desk, ITIL (IT Infrastructure Library), Incident Management, Installation Guide, Interpersonal Skills, Knowledge Base, Laptop PC, Local Area Network (LAN), Mac Operating System, Maintenance Services, Microsoft Active Directory, Microsoft Office, Microsoft Windows Operating System, Mobile Applications, Mobile Devices, Network Configuration Management, Network Support, Operating Systems, PC Hardware, PC Software, Peripheral Hardware, Presentation/Verbal Skills, Printers, Printing, Problem Solving Skills, Service Delivery, Service Level Agreement (SLA), Software Configuration Management, Software Installation, Standard Operating Procedures (SOP), Standards Development, Systems Administration/Management, Team Lead/Manager, Technical Support, VoIP (Voice over IP), Wide Area Network (WAN), Wireless Software, Writing Skills