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Senior Desktop Support Engineer

Senior Desktop Support Engineer

Macpower Digital Assets EdgeWashington, NY, United States
3 days ago
Job type
  • Full-time
Job description
  • 4-7 years of experience in Desktop Support Engineer.
  • 4-7 years of experience in Desktop Management - Infrastructure Services (IS)
  • Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.
  • pplication support : Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues.
  • PC : Desktop / Laptop installation, book end users schedule for upgrade / refresh, perform user's existing computer system / software / data / printer installed / configuration settings intake prior any upgrade / refresh, and ensure they are as per order in the upgraded / refreshed computer.
  • Printers : Support all printers, support network configuration, driver installation, and vendor coordination for setup / repair of faulty devices, etc.
  • Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
  • Excellent understanding of Windows 10 / 11 OS, Android OS Mac OS, MS Office, Basic LAN / WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations
  • Provide onsite and remote technical assistance to End Users.
  • Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
  • Respond to end-user requests for updates on ticket status and promptly follow up as needed.
  • Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB / KEDB and SOPs)
  • Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair / replacement)
  • Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
  • Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT / AV contacts and stand-by support
  • Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
  • Good understanding of O365 and related support activities? Good understanding of Active Directory User / Group Management, DNS, Group Policy, Networking and Firewall
  • Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool
  • Experience of working within SLAs and ITIL processes
  • Effective written and verbal communication skills
  • Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.
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    Desktop Support Engineer • Washington, NY, United States

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