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Desktop Engineer

Smryna, TN 37167

Posted: 10/07/2020 Job Number: 1958

Job Description


Desktop Engineer

 

Desktop Engineer Job Summary: 

Serves as a subject matter expert for onsite end user support. Initially assesses, triages, researches, and resolves complex incident requests regarding the use of application software products and/or end user hardware components. Collects information through constructive customer interaction, utilizing all available support tools, and leveraging other IT support staff resources if needed.  Works on PC’ s and Mac’ s. Provides scripting when needed. Performs project management duties at times and works with GPO’ s.

 

Desktop Engineer Essential Duties:
  • Responds to ticket queue, telephone calls, email and personal requests for high level technical support.
  • Documents, tracks, and monitors problems to ensure timely resolution based on defined SLA’ s.
  • Installs desktop hardware, software and printers.
  • Follows up with customers to ensure incidents are resolved to satisfaction.
  • Documents resolutions and updates self-help and team knowledgebase.
  • Identifies, evaluates, promotes, and implements customer support best practices.
  • Actively identifies areas where processes can be simplified or improved.
  • Increases general knowledge of current corporate and facility-specific products, increasing ability to resolve requests on first contact.
  • Builds relationships with other IT teams through frequent engagement.
  • Analyzes, solves problems, maintain standards and provides the highest level of support for Windows and MAC Operating Systems and related HW and SW, Workstation Applications – including but not limited to MS Office Suites, virus prevention and miscellaneous 3rd party applications, and advanced troubleshooting of internet connections.
  • Administrates and monitors activities related to software licensing and usage.
  • Develops “ best practices” for workstation support and maintenance.
  • Provides in-depth system and software education to the end user, L1 and L2 Service Desk Analysts.
  • Troubleshoots printers.
  • Assists remote users with VPN and remote email and network share access.
  • Creates a positive customer support experience by building strong relationships through deep problem understanding.

 

Desktop Engineer Skills:
  • Knowledge of organization, operating procedures and policies of the company
  • Experience with machine image management.
  • Experience PowerShell scripting.
  • Experience with Project management.
  • Advanced level knowledge of Microsoft Windows 7 to current Windows 10 version
  • Advanced level knowledge of Microsoft Office 365
  • Advanced level knowledge of numerous anti-virus software and pop up blocker software packages
  • Advanced level knowledge of PC and Apple desktops and laptops and remote access support such as Windows Remote Desktop, VNC, etc. 
  • Strong knowledge of servers (physical & virtual), routers, network switches and firewalls
  • Strong knowledge of wireless networking as it relates to user and warehouse hardware components
  • Knowledge of troubleshooting local and networked printers
  • Strong knowledge of network cabling
  • Excellent verbal and written communications skills
  • Attention to detail
  • Ability to research and troubleshoot undocumented user incidents online at a senior level
  • Ability to be flexible/multi-task based on workflow demands
  • Ability to speak, write and read the English language
  • Ability to develop constructive and cooperative working relationships with others, and maintain them over time
  • Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations
  • Ability to maintain consistent, punctual and regular attendance
  • Ability to receive and give information in a courteous manner over the telephone, via electronic communication or in person
  • Ability to engage in active listening with coworkers, management and clients/customers
  • Ability to apply new knowledge, technology and procedure to job responsibilities
  • Ability to meet and maintain performance objectives (standards)
  • Ability to maintain full time work schedule during normal company operating hours

 

Desktop Engineer Education and Experience:
  • HS Diploma or equivalent
  • 5 years experience supporting at least 100+ systems in a large networked environment with workstation maintenance, repair, and installation of Windows or MS Office

Meet Your Recruiter

Sam Blanchet

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