Desktop Support Engineer

Job Description:

Must-Have

• Strong English proficiency and interpersonal skills.
• Provide incident and request management support for end-user devices, including desktops, laptops, tablets, thin clients, Mac devices, monitors, mobile devices, VPN, Azure Virtual Desktop, printers, and scanners.
• Experience supporting Windows and non-Windows operating environments.
• Perform installation, moves, additions, and changes (IMAC) for new and existing end-user hardware and software components.
• Provide and maintain warranty and maintenance documentation for assets for inclusion in the Operations Manual.
• Recommend and apply solutions, including on-site repair support for remote users.
• Install, organize, test, maintain, check, and troubleshoot end-user workstations and related hardware and software.
• Provide end-user support for hardware, software, business applications, LAN components, and peripherals.
• Determine and execute system reconfiguration requirements.
• Meet applicable end-user service-level agreements.
• Perform on-site analysis, identification, and resolution of complex desktop issues.
• Maintain accurate ticket records and support timely resolution of work orders.
• Configure and use Microsoft enterprise applications, including Microsoft Configuration Manager, Microsoft Intune, and Active Directory.
• Create and restore device images and deploy patches using Microsoft Configuration Manager and Microsoft Intune, as applicable.
• Participate in the design and engineering of software deployment and installation processes.
• Provide user support through approved remote-access tools.
• Communicate effectively with business, management, and vendor stakeholders and acquire relevant technical knowledge from them.

Good-to-Have

• Knowledge of IT asset management.
• Preferred certifications: Microsoft desktop support certification and ITIL Foundation or Intermediate.
• Service transition experience.
• Knowledge of video conferencing technology.

Role Responsibilities and Expectations

• Provide incident and request-management support for end-user devices, including desktops, laptops, tablets, thin clients, Mac devices, monitors, mobile devices, VPN, Azure Virtual Desktop, printers, and scanners.
• Handle incidents through troubleshooting and break-fix activities in accordance with the incident-management process.
• Fulfil service requests involving the installation, movement, addition, or change of end-user hardware and software components.
• Support commercial off-the-shelf and customer-developed software applications.
• Manage assigned queues for incident resolution and request fulfilment.
• Complete the required deployment and collection sign-off for each device.
• Provide flexible support for standby demand and end-user device projects without compromising business-as-usual services.
• Conduct end-user device testing, site inspections, and device inspections.
• Provide timely status updates in the ticketing system.
• Assist with end-user support and consultations and address day-to-day desktop support process issues.
• Analyze completed device requests and incidents to recommend process improvements and identify process-compliance issues.
• Diagnose and resolve software issues, reinstall applications, and perform a complete device re-image when required.
• Route unresolved application issues to the appropriate application resolver group after applicable troubleshooting and reinstallation steps are completed.
• Escalate recurring issues beyond the role’s control to the manager and Deskside Support Lead in a timely manner.
• Arrange on-site access and support when required.
• Prepare new and existing equipment for deployment and move equipment such as PCs, notebooks, thin clients, and network printers, updating configurations as required.
• Change hardware or software components and verify functionality after completion.
• Update asset records in the configuration management database (CMDB).
• Install and configure hardware or software requested in the IMAC record when deployment through enterprise tools is unavailable, and verify functionality after completion.
• Provide at least 15 minutes of familiarization training following a new PC installation when the end user is available.
  Salary Range :: $65k - $75k a year