Desktop Support Engineer(On demand/Part-time)

Desktop Support Engineer:

The Desktop Support Engineer (Full Time ) role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This on-site role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users.

Key Responsibilities:

● 3+ years of strong experience providing IT Infrastructure field support, which includes troubleshooting hardware, software, and operating system issues and problems and fixing the issues without impacting/violating the hardware warranty or customer security compliance requirements.

● Constantly monitor the individual queue to resolve routine and non-routine desktop issues and requests

● Escalate issues as appropriate and act as a technical escalation for the end user

● Maintain a high level of customer satisfaction

● Comply with the desktop group practices and procedures

● Update ServiceNow and other data repositories (e.g. knowledge base) as appropriate in a timely manner.

● Identify technical and process issues and recommend improvements

● Achieve target ticket volumes and ticket resolution levels

● Responsible for compliance with applicable corporate policies and procedures

● Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on

● Follows the processes and practices established for the group

● Coordination and consulting with client areas to help analyze problems and needs and recommend technical solutions

● Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll-outs, refreshes, and other hardware deployment-related activities on PCs, laptops, printers, and POS

devices, etc.

● Perform intermediate-to-advanced desk-side support services, installing and troubleshooting hardware, software, and network-related issues

● Handle software installation/support/upgrades

● Provide 1st/2nd level Help Desk support

● Perform basic LAN and internetworking-related activities

● Have strong internetworking and troubleshooting skills

● Have A+ certification & at least one certification from either Cisco or Microsoft

● May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)

● Must be a self-starter and can manage multiple tasks

● Exceptional customer service skills

● Good communication skills

● Ability to work independently or as part of a team

● Ability to complete tasks effectively with minimal supervision

● Must be available to work flexible work schedules

● High-level skill set

● Outstanding people skills

● Self-starter, needs to be able to work on his/her own

● Proficient in Windows 10 & 11 and Office Suite/O365