Desktop Support Engineer

Key Responsibilities : 3+ years of strong experience providing IT Infrastructure field support, which includes troubleshooting hardware, software, and operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements. Constantly monitor the individual queue to resolve routine and non-routine desktop issues and requests Escalate issues as appropriate and act as a technical escalation for the end user Maintain a high level of customer satisfaction Comply with the desktop group practices and procedures Update ServiceNow and other data repositories (e.g. knowledge base) as appropriate in a timely manner. Identify technical and process issues and recommend improvements Achieve target ticket volumes and ticket resolution levels Responsible for compliance with applicable corporate policies and procedures Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on Follows the processes, practices established for the group Coordination and consulting with client areas to help analysis problems and needs and recommend technical solutions Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services : hardware roll-outs, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc. Perform intermediate-to-advanced deskside support services installing and troubleshooting hardware, software, and network related issues Handle software installation / support / upgrades Provide 1st / 2nd level Help Desk support Perform basic LAN and internetworking related activities Have strong internetworking and troubleshooting skills Have A+ certification & at least one certification from either Cisco or Microsoft May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP) Must be a self-starter and can manage multiple tasks Exceptional customer service skills Good communication skills Ability to work independently or as part of a team Ability to complete tasks effectively with minimal supervision Must be available to work flexible work schedules High-level skill set Outstanding people skills Self-starter, needs to be able to work on his / her own Proficient in Windows 10 & 11 and Office Suite / O365