IT Desktop Support Engineer

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Technical

• Minimum 3-5 years of strong experience providing IT Infrastructure field support, including troubleshooting hardware, software, and operating system issues, and resolving problems without impacting or violating hardware warranty or customer security compliance requirements.
• Experience in installing, troubleshooting, and fixing desktops, printers, laptops, and other peripherals hardware problems, as well as desktop applications.
• Basic knowledge of enterprise LAN and WAN setups and concepts. Ability to perform site activities under instruction.
• Ability to lift/move equipment weighing up to 50 lbs.
• Expertise in desk-side support and PC break/fix, including basic administration of Windows OS and MAC/Linux OS (preferred).
• Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP.
• Support for peripherals and networking hardware, including monitors, keyboards, mice, printers, fax machines, scanners, routers, switches, firewalls, racks, and data panels under 'Smart Hands' support.
• Ability to troubleshoot system and network issues using deductive reasoning and resolve end-user network cabling issues.
• Experience in repeat call analysis and developing preventive actions.
• Experience in problem management.
• Excellent communication skills, both written and oral, with clients and management.
• Ability to work under deadlines and proactively complete tasks with a sense of urgency.
• Preferably an Associate Degree in Electronics and CompTIA A+ Certification.
• Vendor certifications from OEMs (Dell, Toshiba, Lenovo, etc.).
• Experience with ticketing tools like Service Now or Remedy.

Must haves:

• Desktop imaging
• Application installation/support
• Outlook troubleshooting
• Printer troubleshooting
• Conference room management
• Knowledge of ticketing tools

• Good customer management skills
• Strong oral and written communication skills
• Ability to interact effectively with customers at various levels
• Driven and result-oriented
• Passionate about the work
• Ability to work independently or as part of a team
• Ability to complete tasks with minimal supervision
• Flexible work schedule availability