Desktop Engineer

Job Title

Primary Responsibilities & Competencies

• Provide customer service support to both internal users, external customers, and vendors
• Install, deploy, troubleshoot, repair, maintain, and lifecycle hardware and software throughout the organization.
• Maintains detailed and accurate records in workload management, asset management, and administrative applications
• Provides tier I and II support in all areas of the organizational service portfolio.
• Provides excellent customer service to all levels of employees including customers, peers, and leadership.
• Accurately follows documentation and checklists to ensure efficiency and consistency.
• Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department.
• Communicates in a professional, positive and timely manner in person, on the phone, and via electronic means.
• Uses routine troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer.
• Self-directed once assigned work and functions with considerable independence.
• Shows an interest in learning more advanced aspects of the functional skills.
• Actively maintains a level of self-study related to technology and customer service.
• Able to communicate with the customer in non-technical terms so the users can understand

Qualifications

• Associate degree in relevant field with 4+ years technical support experience or 6+ years of technical support experience in lieu of a degree.
• Experience with the deployment, repair and maintenance of computer hardware such as workstations, laptops, IP phones, smartphones, tablets, printers, copiers, and scanners.
• Experience with the deployment, repair and maintenance of software such as the Microsoft Office Suite and Windows operating systems.
• Familiarity with general networking and customer/server concepts.