Desktop Support Engineer (Level 2)

Job summary

The Desktop Support Engineer will maintain, troubleshoot, and repair computer hardware and software systems while providing technical support to end users. They are responsible for documenting help desk requests, performing hands-on fixes, and ensuring all technical issues are resolved effectively.

Job details

Overview NSC Global is currently looking for a Desktop Support Engineer to join our growing company. NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK. Please review our website at www.nscglobal.com for more information on our organization. POSITION: Desktop Support Engineer JOB TYPE: Direct Hire (W2) with NSC GlobalSTART DATE: IMMEDIATELY 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 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: Field incoming help requests from end users via both telephone and work orders in a courteous manner. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from help desk customers. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to help requests. Develop help sheets and knowledge base articles for end users. Perform related duties consistent with the scope and intent of the position Qualifications Knowledge & Experience: Knowledge of basic computer hardware. Experience with desktop operating systems including Microsoft, and Mac OS X Extensive application support experience. Working knowledge of a range of diagnostic utilities. Good understanding of the organization's goals and objectives. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Strong documentation skills. Personal Attributes: Ability to conduct research into a wide range of computing issues as required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly language. Highly self-motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. 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.

What you’ll do

The Desktop Support Engineer will maintain, troubleshoot, and repair computer hardware and software systems while providing technical support to end users. They are responsible for documenting help desk requests, performing hands-on fixes, and ensuring all technical issues are resolved effectively.

Requirements

Candidates should have 5+ years of experience in the field or an associate's degree in a related area. Strong knowledge of computer hardware, desktop operating systems, and excellent communication skills are required for this role.

Listed skills

• Time management · Preferred
• Technical Documentation · Preferred
• Software Installation · Preferred
• Customer service · Preferred
• interpersonal skills · Preferred
• Communication Skills · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Desktop support
• Hardware troubleshooting
• Software installation
• Help desk support
• Microsoft OS
• Mac OS X
• Technical documentation
• Customer service
• Diagnostic utilities
• System configuration
• Problem resolution
• Communication skills
• Interpersonal skills
• Analytical skills
• Time management
• Influencing Skills
• Rapport Building
• Business Problems
• Complex Problem Solving
• Lifting Ability
• Self-Motivation
• Research
• Agile Methodology
• Mac OS
• Technical Support
• Backup Devices
• Management
• Customer Service
• Communication
• Computer Hardware
• Creativity
• Operating Systems
• Desktop Support
• Help Desk Support
• Innovation
• Interpersonal Communications
• Problem Solving
• Listening Skills
• Peripheral Devices
• Software Systems
• Troubleshooting (Problem Solving)
• Verbal Communication Skills
• Writing
• Deployment Support
• Team Oriented
• Prioritization
• Questioning Skills
• Detail Oriented
• User Identification

Job areas

• Technology
• Customer Service & Support
• Engineering
• Desktop Support Engineer
• Technical Support Engineer / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists