Desktop Support Engineer (End User Services)
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Desktop Support Engineer (End User Services)
Ref No.: 18-00102
Location: Louisville, Kentucky
Position Type:Direct Placement
Start Date: 05/21/2018
Pay Rate : $ 65,000.00 - 71,000.00 /Year
Desktop Support Engineer (End User Services)
Location: Louisville, KY
Salary: 65-71K
  • Must have a strong End User Support Background (1st, 2nd, 3rd level support).
  • Must have strong windows desktop, laptop, and VoIP and A/V systems background.

The Desktop Support Engineer will take ownership and monitor escalated support requests to ensure a timely resolution of requests. This individual will provide professional technical support as needed via face to face interaction, chat, email, and telephone. The engineer will take part in the development, deployment, configuration, troubleshooting, and support for internal employee workstations, laptops, mobile devices, printers, deployment technologies, and ticketing system. They will also be involved in identifying, researching, deploying, and ultimately resolving any issues related to our end-user desktop and A/V environment. This individual will mentor other technicians and help build their skill sets.

Key Roles & Responsibilities:
  • Serves as an escalation point for other technicians seeking technical assistance over the phone, in person, or via email.
  • Configure, install, and maintain computer equipment such as laptops, desktops, tablets, mobile device, printers, scanners, and copiers. Be able to troubleshoot and remediate level 2 and 3 support issues, including, but not limited to desktop, laptop, mobile devices, and A/V equipment.
  • Ensure all laptops, desktops, tablets, and mobile device are configured as per security standards. Work together with networking and security teams to monitor daily, weekly, and monthly audit reports regarding missing and/or outdated security software and remediate as needed.
  • Monitor, build and run reports in ServiceNow, help desk ticketing system, and respond in a timely manner as necessary to resolve customer issues.
  • Build install packages, configure, and support Microsoft Windows 10 and Mac OSX operating systems, and applications such as
  • Microsoft Office. Audit inventory management and documentation on a scheduled basis. Employ best practices to maintain our technical facilities to the highest standard. Define requirements, build, test, maintain, and deploy PC images. Execute and assist in the planning, deployment, maintenance, upgrade, and support of infrastructure and business systems, and its associated hardware and software. Assist with new projects and perform other tasks as assigned.
  • Work directly with other teams to resolve complex issues, remediate security vulnerabilities, and complete projects. Resolves escalated issues. Records events and problems and their resolution in logs. Mentors other technicians.
  • Provide exceptional customer service by responding to requests in a timely manner, communicating effectively, and setting proper expectations with end users as to expected delivery times of services.

Functional Knowledge:
  • Expert knowledge of Windows 10 and Mac OSX operating systems. Knowledge as related to the installation, configuration, and repair of computer systems and peripherals to include but, not limited to, Dell and Apple. Working knowledge of various business applications such as Microsoft Office Suite, Microsoft CRM, ServiceNow, and SharePoint. General knowledge of various security products and services to include but, not limited to, Bit Locker, DefendPoint, and LANDesk. Working understanding of LAN topologies, Active Directory, DHCP, and group policy
  • Cisco VoIP and A/V experience required. SCCM knowledge a plus

Business Expertise:
  • Experience working with multi-site offices, remote/teleworkers, and offshore contractors a plus. Knowledge of end-user support operations and experience acting in a Desktop Support role within a small to medium-sized company.
  • Leadership: Describe the nature of leadership required and guidance provided to others
  • Acting under the guidance of their manager, the engineer will prioritize and manage their own workload factoring in projects as they arise. The engineer is expected to proactively follow-up to resolve any outstanding issues/concerns and mentor the other technicians to build up their skill sets.
  • Problem Solving: Describe the level of analytical thinking required to perform the job
  • Assist in the resolution of a wide variety of atypical enterprise-wide technical and operational issues. Excellent analytical, research, problem-solving, and communication skills are required.
  • Impact: Describe the level of responsibility and resulting impact on the business
  • Ensure a secure and functional end user environment. Ensure the quality of end-user support, telecom, and collaboration tools enterprise-wide. Collaborate with managers and employees at all levels. Influence will span across multiple business technology groups. Will not be responsible for setting budget or policy. Guided by budgets and departmental plans.
  • Interpersonal Skills: Describe the level and type of "people skills” that are normally required to do the job
  • Strong interpersonal skills as this is a customer facing role. Ability to collaborate with and mentor other team members on projects and to resolve client issues. Strong communication skills coupled with the ability to work with a wide range of users and teams. Must be organized and able to reprioritize work as issues and projects arise.

Minimum Education: Bachelor's Degree
Preferred Experience: 7+ years

Required Licenses/Certifications:
  • Bachelor's Degree in Information Technology or a related field preferred
  • Expert knowledge of PC and desktop hardware
  • Expert knowledge of laptop and mobile devices
  • Technical knowledge of Cisco VoIP and A/V systems
  • Hands-on hardware troubleshooting experience
  • Knowledge of Active Directory, DHCP, and Group Policy
  • Technical knowledge of printers and print servers
  • Build, configure, and test systems and applications.
  • Must have experience working in ServiceNow, Landesk or similar and knowledge working with Bomgar, Landesk Remote or other similar remote tools.
  • Working technical knowledge of current operating systems and troubleshooting best practices
  • Ability to operate tools, components, and peripheral accessories for troubleshooting
  • Able to create technical manuals and procedural documentation
  • Ability to conduct research into PC issues and products as required
  • MCSA/E, CCENT or other Cisco certifications are desirable
  • Success Criteria: Please describe what success looks like for this role. What would be achieved if this position was performing as expected?
  • The technician obtains Microsoft and Cisco Certifications and other required application certifications.
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