Helpdesk Support Engineer

Role: Helpdesk Support Engineer

Locations: Shelton, CT, USA 06484 (Fully Onsite)

Duration: 12+ Months Contract

Job Description:

• The Desktop Engineer provides IT end user platform systems support to Premise managed health centers, corporate users, and regional offices.
• Responsibilities include troubleshooting and resolving advanced hardware and software break fix issues, hardware and software installations, network connectivity issues, and assigned project work.
• The Desktop Engineer, partners closely with the Service Desk, Infrastructure Services, IT Implementations.
• Additionally, the Desktop Engineer is responsible for partnering with regional and site operations management to provide guidance and assistance with current and future IT needs.
• He/she may be asked to attend client facing meetings where required.

Essential Functions:

• Diagnose, troubleshoot, and resolve advanced software and hardware problems at health centers, corporate and regional offices
• Install and configure new IT hardware and software
• Receive end user requests and incidents via ServiceNow and respond/resolve incidents within set SLA s (service level agreements).
• Update and close incidents/requests when work is completed
• Provide end user support utilizing Premise device management tools including Microsoft Endpoint Configuration Manager, Intune, PrinterLogic, and other tools as required.
• Work closely with Premise Operations management to understand IT support needs at Premise Health Centres. Develop a good working relationship with each
• Assist the IT Infrastructure network team as required, including virtual hands support for troubleshooting network outages and issues; replace network hardware when directed
• Acquire and maintain advanced levels of product knowledge to assist the support team and interface with other stakeholders.
• Work with Premise vendors to identify and support end user products and solutions
• Assist the Tier 2 Service Desk group with support desk incidents where required
• Attend meetings, both internal and external when requested; meetings may be in person (onsite) or virtual
• Abide by all Premise InfoSec policies

Job Requirements:

• Bachelor s degree or equivalent work experience
• 3-5 years of experience providing desktop level support in an enterprise environment
• 1 year of experience in Microsoft Endpoint Configuration Manager administration
• Experience with package creation and operating system deployment via Microsoft Endpoint Configuration Manager
• Experience working with wireless networks, local area networks, and network troubleshooting skills
• Experience with Intune administration is a required
• Experience with windows upgrade experience is desirable.
• Experience with iOS & Mac OS is a plus

Preferred Experience:

• Must be reliable, timely, and able to work independently while onsite or virtually with minimal supervision.
• Advanced knowledge of Microsoft operating systems in an enterprise environment
• Advanced knowledge of end-user platform type systems in an enterprise environment
• Knowledge of batch scripting and PowerShell scripting
• Clear and innovative thinker, with excellent collaboration and communications (written and verbal) skills.
• Must have strong customer service skills and consistently achieve high customer service satisfaction (both internal and external)
• Ability to work in a fast-paced environment with changing priorities while maintaining strong attention to detail.
• Advanced troubleshooting skills
• Reliable, timely, and able to work independently with minimal supervision
• Managing one's own time and the time of others