Desktop Support Engineer

Role - Desktop Support Engineer

Location: Burlington, MA 01803 (Onsite)

Duration: 6+ Months

Job Summary 

This position assists staff with technical support or desktop/laptop computers, applications, printers and related technologies.

Responsibilities :-

• Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines
• Works with vendor support contacts to resolve technical problems
• Works with service desk and RDS as appropriate to determine and resolve problems received from clients
• Responds to support requests from service desk, users and other infrastructure teams
• Performs upgrades as directed to ensure the longevity of equipment
• Keep track of request and make sure they are implemented as planned
• Participate in incident handling concerning desktop changes.
• Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
• Microsoft environment knowledge (desktop & server).
• Have some level of technical understanding of the products building up a desktop service.
• Experience from the desktop environment.
• Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems.
• Provide weekly reports
• Implement best practices
• Be the single point of contact with the customer

Technical Requirements

• Exposure on managing remote sites
• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Windows and Novell Operating systems
• Clients: Windows 7, Windows Vista, Windows XP, Windows 10/11 Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Novell eDirectory, Lotus Notes, and Exchange 2010/2016/O365
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007/O365): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, Firefox),
• VPN and remote dial-in users
• Support for laptop, desktops, AV Devices and printers
• PDA and blackberry support
• Apple Ipad Device support
• Others: Adobe Acrobat and other common desktop applications like Winzip, etc

MAC Device Experience

• Basic understanding MAC OS troubleshooting
• MAC Device troubleshooting