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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

  • 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

  • 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.