Desktop Support Engineer

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Description

The Temporary Desktop Support Engineer III (“the Engineer III”) will provide hardware and software support to all firm users. The Engineer III will maintain, configure, install, and move computer hardware, and serve as an escalation point for complex issues. This individual will also plan and execute projects in alignment with Global Technology Solutions (GTS) department objectives.

ROLE AND RESPONSIBILITIES Respond to user issues received through our current ITSM tool or management requests and update tickets accordingly throughout the issue resolution process. Move, configure, install and setup computer equipment, operating systems, and application software. Evaluate and diagnose hardware and equipment failures. Provide user support for Apple device hardware and management systems. Track and maintain accurate equipment inventories. Conduct research, collect data, and contribute to or execute projects as needed.

Secure workstations against malicious software and facilitate necessary updates to antivirus software. Mentor and coach level I and II engineers and serve as a point of escalation for complex tickets. Complete escalations work and various projects as assigned by management. Other duties and responsibilities as assigned. KEY REQUIREMENTS Knowledge, Skills & Attributes Experience troubleshooting, fixing and/or using the following technology:
Active Directory Adobe Acrobat Antivirus/malware software Apple and Blackberry mobile devices Apple MAC Blackberry Enterprise Server Cisco Phones/Polycom Computer Encryption (PGP) Copiers Config (LDAP/SMTP) Desktop Management Document Management (DM) Systems Document Comparison Tools Help Desk Ticketing Systems Knowledgebase Systems LAN/WAN/VLAN Systems MDM solutions MS Office Suite Network Cable Routing (IT closets) Network Troubleshooting Printers Config/Install Remote Access Tools (RSA) Remote Assistance Software (Proxy) Remote Office Phone Support SharePoint Editing Software Deployment System Management Software (SCCM) TCP/IP Knowledge Video Conferencing (HDVC) Windows 10 OS troubleshooting Windows 10 Registry Experience installing, configuring, and troubleshooting computer hardware.

Proven experience resolving issues with Microsoft Office and other typical desktop applications. Exceptional customer service and interpersonal skills. Excellent oral and written communication skills. Ability to effectively defuse conflicts. Results oriented with the ability to ensure consistent follow-up and closure of all open tickets. Ability to interact effectively with users at all levels of an organization. Ability to communicate technical issues to users in simple and easily understood terms.

Knowledge of Project Management processes and ITIL frameworks. Ability and willingness to share knowledge and teach and coach others. Education & Experience 4-7 years’ experience in computer hardware configuration and repair in a network environment. At least 2 years’ experience in a position that required strong customer service. skills related to end-user computer support. High school diploma required. Associates Degree in Computer Science or related field preferred.

A+ certification. ITIL certifications –v3 Foundations minimum. Physical Activity/Other Miscellaneous Ability to lift and carry 30 pounds if needed. Ability to walk / stand a minimum of 4 hours per day. Flexibility to travel to other offices as needed. Ability to work outside standards business hours to accommodate meetings and calls with the global team. Ability to work on call shifts.

Skills

Customer Service, Windows, hardware, laptops, VOIP phones, MS Office, Audio-Visual, MDM, Legal experience, iManage

Top Skills Details

Customer Service,Windows,hardware,laptops,VOIP phones,MS Office,Audio-Visual,MDM

Additional

Skills & Qualifications

Candidates must have excellent customer service skills. This is an onsite position 5 days a week. The hours are 9 - 5:30 pm. It is a 37.5 hours work week.

Experience Level

Expert Level

Pay And Benefits

The pay range for this position is $27.00 - $33.00/hr.

Eligibil…