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Desktop Support Engineer
Ref No.: 18-04767
Location: Evanston, Illinois
Position Type:Right to Hire
Desktop Support Engineer​

Knowledge, Skills, Attitudes, and Experience
  • Bachelor's degree or equivalent work experience.
  • Excellent knowledge and understanding of information technology principles, including commercial software, personal computer operating systems, PC and laptop hardware, and mobile devices and applications.
  • Excellent customer service skills.
  • Attention to details.
  • Sensitivity to a variety of cultures.
  • One to three years of relevant work experience in a hybrid Microsoft/Apple environment.
  • Demonstrated technical writing and documentation skills.
  • Ability to work well under pressure.
  • Ability to work independently and perform multiple concurrent and diversified tasks effectively with little manager oversight.
  • Excellent time management and organizational skills.
  • Strong team player, self-motivated and detailed oriented individual.
  • Strong problem-solving skills.
 
Specific Tasks and Duties
  • Provide 2nd/3rd level software/hardware support for 1,000+ PCs/Laptops/Mobile Devices in a Windows 7/10/Office 2010/2016, Mac OSX High Sierra, and iOS 7 environment consisting of 800+ local and 200+ remote nodes by working with clients over the phone and providing desk side visits.
  • Assist Senior Leaders with their IT needs, which include setting up, configuring, and troubleshooting IT equipment.
  • Create tickets and update status on issues in the JIRA helpdesk call tracking system.
  • Deploy desktops and laptops with the current operating system (Windows or Mac) and relevant software for the client. Configure user specific settings, which include software settings and peripheral devices.
  • Unpack, label and inventory all desktop, laptop, and peripheral hardware using the Gigatrak hardware asset management database.
  • Assist clients with the operation of equipment in the conference room, which includes training, providing written documentation, and installing additional teleconferencing equipment when necessary.
  • Ensure that conference room equipment is in good working order by contacting external sources for maintenance and replacement parts, implementing energy saving practices, and ordering new equipment when necessary.
  • Move and set up IT equipment for client cubicle moves.
  • Upgrade and replace computer equipment in accordance with the depreciation schedule for IT equipment.
  • Dispose of all desktop, laptop, and peripheral hardware in accordance to local guidelines.
  • Provide support for the annual International Assembly and International Convention by packing all necessary networking and IT equipment for shipping, setting up computers in the registration area and House of Friendship, configuring the network in the venue, setting up offices, setting up clients for the ability to print and access the Internet, and general troubleshooting.
  • Provide support at all hours of the day and night. Will require 24x7 availability when necessary.
  • Test and implement hardware peripherals and software that are given to staff and/or Senior Leaders.