Desktop Support Engineer (Level 1)

Responsibilities

Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems.

Supports and maintains user account information including rights, security and systems groups. May require an associate’s degree in a related area or 3-5 years of experience in the field or in a related area.

Familiar with a variety of the fields’ concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals.

Performs a variety of complicated tasks. Typically reports to a project leader or manager. A wide degree of creativity and latitude is expected.

Position Description :

• Provides on-site and remote technical service support, installation, configuration and problem resolution in Apple / MAC / Network environments.
• Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
• Diagnoses mechanical, hardware, software and system failures using established procedures.
• Determines most cost effective repair resolution to minimize customer downtime.
• Act as the primary provider of technical support to desktop and laptop computer users for hardware, Apple / Mac OS, and application issues to Executive / Financial Level customers.
• Monitor and update help desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions.
• Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.
• Evaluate current processes, procedures, and technology with an emphasis on identifying methods of improving effectiveness in providing support to customers.
• Coordinate support and repair activities with select third party vendors.

Qualifications

Skill / Ability Knowledge :

• Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Apple / Mac OS issues.
• Must be a proficient user of personal computer tools for word processing, decision support and communication.
• Must be skilled in problem solving techniques and supporting financial customers.
• Proficiency in the following areas Networking, VPN, Wireless. Customer Service, Ticketing system applications and multi-tasking.

Soft Skills :

Thought Process : Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions.

Ability to manage multiple priorities. Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve.

Interpersonal : Excellent customer service, technical, organizational, and communication skills in person and on the phone;

effective listening and team orientation. Able to persuade, influence and negotiate with staff and vendors in critical situations.

Able to motivate others and work cooperatively in a group to achieve common goals.

Physical : Able to sit at a desk and grasp writing instruments. Able to manipulate fingers to perform keyboard strokes on a computer.

Mobile between buildings. Must also be able to lift 40lbs without issue and move it from under a desk to a cart and vice versa.