Desktop Support Engineer
POSITION SUMMARY:
The Desktop Support Engineer Level 3 provides a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, laptops, printers and scanners) to ensure optimal workstation performance. The person is responsible for managing support/management servers within the organization (including but not limited to anti-virus, laptop encryption and windows update server). The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required. This person is the highest level of support at the Desktop Support Engineer position and understands if a problem needs to be escalated, this person’s manager is the next line of support.
MINIMUM REQUIREMENTS:
Bachelor’s degree in Computer Science or related field preferred, some college required.
5+ years desktop engineer experience
Expert knowledge of Windows operating systems a must. Windows MCSE certification is suggested.
Track record of successfully implementing enterprise solutions.
Application/Network Support
Install, upgrade, support and troubleshoot Enterprise Applications hosted on Windows Server 2003/2008/2012
Install, upgrade, support and troubleshoot Enterprise Applications running on Microsoft Terminal Services
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Install, upgrade, support and troubleshoot Web Server related problems running on
IIS, and etc.
Interact with numerous computer platforms in a multi-layered client server environment
Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems
Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
Troubleshooting network connectivity in a LAN/WAN environment
Requesting and coordinating vendor support
When the restoration is beyond the scope of the Desktop Support Engineer Level 3 the Desktop Support Engineer will escalate the issue/problem to proper support team member
Develop trends by monitoring and analyzing incoming problems and support requests
Desktop Support
Install, upgrade, support and troubleshoot Windows 7, Windows 8, Microsoft Office 2007, 2010, 2013, 2016 and any other authorized desktop applications
Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
Customize desktop hardware to meet user specifications and site standards
Performs work in compliance within specified warranty requirements
Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
Safely package equipment for branches and arrange for the transport of the equipment
Responsible for monitoring, operating, managing, troubleshooting and restoring to service any personal computers (PC) or laptop that is a company asset and has authorized access to the network
When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Engineer will escalate the issue/problem to proper support team member
Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Engineer Level 3
Provide user data and application recovery
Email account administration, i.e., account creation and management and distribution lists on Exchange 2007/2010
User account administration, i.e., account creation and management and password resets on Active Directory 2003/2008/2012
Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
Use tools and methodologies to load, copy and customize operating system configurations for deployment
Responsible for the daily switching of backup tapes and removal to offsite storage
Provides backup support and assistance to the Systems Engineer as needed
Responsible for reporting/tracking hardware and software inventory
Familiarize end users on basic software, hardware and peripheral device operation
Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Engineer at any level.
Works with vendor support contacts to resolve technical issues within the desktop environment
Escalate issues and involves upper support wherever required in order to resolve issues as quickly as possible
Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas
Maintain adequate knowledge of operating systems and application software used to provide a high level of support
Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
The person should be prepared / willing to do any other reasonable and lawful instruction/task and ensure that it is normally carried out on time and correct.
CORE COMPETENCIES
Analyzing
Learning & Researching
Planning & Organizing
Delivering Results and Meeting Customer Expectations
Achieving Personal Work Goals and Objectives
Excellent technical knowledge of pcs and desktop hardware.
EXPERIENCE/KNOWLEDGE & SKILLS
Working technical knowledge of current protocols, operating systems and standards.
Ability to operate tools, components and peripheral accessories.
Microsoft Desktop Support Technician an advantage
A+ and N+ experience
Software and Hardware Troubleshooting
Windows 7, Windows 8, Windows 2008/2012 experience
Routers, switches and firewall experience
Microsoft Office 2007, Office 2010, Office 2013, Office 2016 support
TCP/IP
WSUS
SQL
EXCHANGE
MICROSOFT Terminal Server
SYMANTEC Enterprise Backup Software
SYMANTEC Endpoint Protection Suite
RSA Authentication Manager
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MCAFEE Endpoint Encryption
Decision Support Systems (DSS) Knowledge
Working knowledge of SMS, AD, Exchange 2007/2010 and remote control tools
Knowledge of all software applications used within the organization
Professional image and grooming
Self-confidence and interpersonal skills
Analytical and problem solving skills
Good communication (both verbal and written) skills
Planning and organizing skills
Good administration management skills
Strong listening skills
Able to operate effectively in a team environment with both technical and non-technical team members
Able to operate with minimal supervision
Able to manage time effectively, set priorities appropriately, schedule calls
Able to maintain professional demeanor under stress
- Able to operate within customer standard operating procedures
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Proctor Financial is an Equal Opportunity Employer, and we are dedicated to providing employment and advancement opportunities for minorities, disabled and veterans pursuant to its affirmative action plan.
All offers are contingent upon passing the drug and alcohol test and background search.
Proctor Financial does not sponsor H1B1 visas or offer relocation assistance.
We will not accept resumes from third parties or agencies.