Deskside Support Engineer

Position: Deskside Support Engineer
Location: Rockville, MD 20850 (Onsite)
Hiring: Fulltime with Hexaware Technologies

Summary of Position

The Deskside Support Systems Specialist will be responsible for efficient and reliable operation of the Client desktop environment and end-user support. This position serves as the on-site desktop level 2 end-user support and requires the ability to manage and handle all break & fix tickets/requests and aids with project implementations as needed.

Responsibilities and Job Duties

• Provides direct technical support and assistance to end-users over the phone, in person and or remotely.
• Manages and handles all escalated tickets from Level1, identifies best solutions based on information provided by customers
• Provides in depth technical support; diagnose and resolve problems ranging from Tier1 -3 type issues. Troubleshoots applications, errors, and operating systems (Windows10). Mitigate and handle system viruses, malware, spyware & Adware. Hardware component replacement and use of system imaging software to create and load images
• Proactively monitors and identifies trends and behaviors in systems support and addresses the findings or escalate to other IT team resources
• Support of audio/visual systems (TVs, projectors, etc.), and video teleconference systems (VTC)
• Contributes to timely and accurate communications with other parts of the organization regarding IT
• Act as the escalation line of support for complex IT support issues from helpdesk staff, employees and team members
• Monitors, manages, and tests desktop system backups.
• Process new hires, employee changes and separations including network and telephone account creations/modifications and coordination of equipment configuration and installation
• Receives and tracks hardware assets according to policy and process equipment delivery/shipping as needed
• Ensure that all assigned tasks are completed in a manner which meets regulatory requirements and updating or creating procedures to address any potential issues
• Traveling to all corporate sites to provide scheduled network maintenance and address outstanding and reported issues.

Knowledge, Skills and Abilities

• Excellent oral and written communication skills
• Good knowledge and support of SCCM, Microsoft Exchange Online, Skype for Business, Office 365, and SharePoint Online
• Understanding of Windows OS support tasks (2008 - 2016 & 7 - 11), setup OS to a new unformatted hard drive and/or RAID controller
• Command of how-to setup / configure network printers in a Windows print server environment, along with providing printer hardware support
• Knowledge of AD account management, group policies, DHCP, DNS, as well as centralized patch management for desktops and servers