Desktop Support Engineer

 JOB DESCRIPTION

 PC Helpdesk

Location: 201 Wellness WyReading, PA 19605

The Band 2 – Desktop Support Engineer provides day-to-day local/remote desktop support, receives inbound calls, answers questions, troubleshoots, and documents steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

Desktop Support Engineer provides Break Fix, fault diagnosis, and resolution. Providing fault analysis to customers' various core operating systems and platforms, as well as being able to provide support and apply desktop fault resolution for the approved application suite. The ideal candidate should have 2–3 years’ experience in Windows Desktop support.

Position Responsibilities and Functions

• a) Provide first/second level contact and problem resolution for customer issues.

• b) Work with Third Party Vendors to remediate complex AV issues as needed.

• c) Provide timely communication on issue status and resolution.

• d) Maintain ticket updates for all reported incidents.

• e) Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, Cisco Jabber, and another authorized desktop application.

• f) Should have basic knowledge of the Mac operating system to support Apple PC users.

• g) Install, upgrade, support, and troubleshoot printers and computer hardware.

• h) Perform general preventative maintenance tasks on computers, laptops, and printers.

• i) Perform remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment.

• j) Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.

• k) Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.

• l) This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.