IT Field Services/ Deskside Support Engineer

Title: IT Field Services/ Deskside Support Engineer

Location: Newark, NJ (100% onsite)

Long Term Contract

We are looking for Deskside Support Engineers to provide technical services to internal customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, remote desktop, and mobile devices. This position will be standard 8 hours position, with 40 hours per week, may have occasional Overtime. Potential fluctuations in work hours are 7:00 AM 3:00 PM; 7:30 AM 3:30 PM; 8:00 AM 4:00 PM; 8:30 AM 4:30 PM; 9:00 AM 5:00 PM.

Responsibilities:

• Ensure that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.
• Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions.
• Manage ServiceNow Requests and Incident tickets, supporting multiple tickets efficiently.
• Monitor tickets & workflows and in accordance with team s SLAs.
• Provide technical support to business partners and stakeholders.
• Complete patching, imaging, and software deployment activities.
• Complete asset and inventory management activities.
• Coordinate end-of-life/refresh activities for end-user s computer hardware.
• Create documentation where documentation is absent.
• Troubleshoot application issues.
• Utilize remote user support tools to provide support.
• Perform (advanced) Windows 10, MAC OS troubleshooting.
• Perform physical hardware setup and tear down.
• Maintain a high level of customer service in all situations.

Minimum Qualifications:

• Minimum 5+ years of experience in technical support role
• Experience with ServiceNow is a plus
• Experience supporting an enterprise environment.
• Demonstrated experience supporting Windows 10, MAC OS, iOS, MS Office Suite and 0365 suite
• Experience installing and configuring computer systems and applications for a large company.
• Experience with SCCM for deployment and imaging activities.
• Experience troubleshooting application issues.
• Highly confident in explaining difficult technical issues to senior level leadership.
• Professional written and interpersonal skills are essential when communicating with customers and clients.
• Ability to drive to nearby sites.