Desktop support Engineer

About the role

The Band 1 – Desktop Technician will provide day to day local and remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution, providing fault analysis to customer's various core operating systems and platforms, as well as ability to provide support and apply desktop fault resolution for the approved application suite.

Key responsibilities

• Provide first and second level contact and problem resolution for customer issues

• Work with Third Party Vendors to remediate complex AV issues as needed

• Provide timely communication on issues status and resolution

• Maintain ticket updates for all reported incidents

• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications

• Install, upgrade, support and troubleshoot for printers and computer hardware

• Perform general preventative maintenance tasks on computers, laptops, and printers

• Perform remedial repairs on Desktops, laptops, printers and other authorized peripheral equipment

• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software

• Mentor and assist Band 0 technicians and provide support to Band 2 Technicians in resolving tickets

About you

• Bachelor Degree or equivalent in Computer Science or related field

• CompTIA A+, Microsoft Certified Professional (MCP) or better

• Minimum of 18 months' experience in IT

• Experience with Windows 7-10, Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting

• Experience with Enterprise anti-virus solutions and Helpdesk ticketing systems

• Mobile device management including iOS and Android devices

• Experience with Enterprise encryption solutions and Windows PC/laptop management via Active Directory

• Proven analytical, troubleshooting and problem-solving skills

• Proven ability to multi-task, effectively determine priorities and meet SLAs

• Excellent communication, relationship-building and internal customer service skills