Desktop Support Engineer

 JOB DESCRIPTION

 PC Helpdesk

Location: 201 Wellness WyReading, PA 19605

The Band 2 – Desktop Support Engineer provides day-to-day local/remote desktop support, receives inbound calls, answers questions, troubleshoots, and documents 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 their supervisors and managers to ensure operational consistency across all shifts within the IT Sup port Center .

Desktop Support Engineer provides Break Fix, fault diagnosis, and resolution . Providing fault analysis to customers' various core operating systems and platforms, as well as being able to provide support and apply desktop fault resolution for the approved application suite . The ideal candidate should have 2–3 years’ experience in Windows Desktop support .

Position Responsibilities and Functions

• a) Provide first/second level contact and problem resolution for customer issues .

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

• c) Provide timely communication on issue status and resolution .

• d) Maintain ticket updates for all reported incidents .

• e) Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, Cisco Jabber, and another authorized desktop application .

• f) Should have basic knowledge of the Mac operating system to support Apple PC users .

• g) Install, upgrade, support, and troubleshoot printers and computer hardware .

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

• i) Perform remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment .

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

• k) Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Tel ecoms .

• l) This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned .