Position: Desktop Support Engineer
Location: Exton, PA 19341 (Onsite)
Hiring: Fulltime with Hexaware Technologies
Job Description DESKTOP SUPPORT ENGINEER
The Desktop Support Engineer role is to provide a 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, terminals, printers) to ensure optimal workstation performance. 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.
- Install, upgrade, support and troubleshoot Windows 7, Windows 10, OSX and Microsoft Office 2007 - 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 terminal service client, personal computers (PC) or notebooks that 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 Administrator will escalate the issue/problem to proper tier 3 support team member
- Develop trends by monitoring and analyzing incoming calls, problems and support requests
Operational:
- Dealing with hardware and application support queries and issues reported to the Help Desk and escalated to the Desktop Support Technician
- Provide user data and application recovery
- 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
- 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 Team
- Works with vendor support contacts to resolve technical issues within the desktop environment
- Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
- Arranges for and/or prepares equipment for shipping/receiving
- Maintains I.T. records and tracking for area of responsibility
- Ensures that supported customer accurately completes the approved work request with the date and time of submission
- 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
Customer Focus
- Ensure that there is sufficient support to clients and provide friendly customer service.
EXPERIENCE/KNOWLEDGE & SKILLS:
- Excellent technical knowledge of pcs and desktop hardware.
- Working technical knowledge of current protocols, operating systems and standards.
- Ability to operate tools, components and peripheral accessories.
- Microsoft Desktop Support Technician an advantage
- Imaging tools such as Norton Ghost, Windows Deployment Service,etc
- Windows 7, Windows 10, Apple OSX, IOS and Android OS
- Microsoft Office 2007 2016 support
- Networking, TCP/IP experience
- Working knowledge of SMS, Active Directory, Exchange 2007/2010 and remote control tools
- Remote Network connections and troubleshooting such as Citrix or VPN software.
- Basic Avaya VOIP phones troubleshooting
- 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
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