Desktop Support/Network Engineer -Cleveland

Job Summary:

We are seeking a skilled Desktop Support/Network Engineer with a minimum of 2-5 years of experience in an enterprise environment. The ideal candidate will have a strong background in diagnosing desktop and laptop issues, remote software deployment, and utilizing monitoring tools to proactively detect and resolve issues. This role requires excellent troubleshooting skills and a commitment to providing exceptional customer service.

Responsibilities

• Diagnose and resolve desktop and laptop issues remotely, ensuring minimal disruption to end users.

• Perform PC and laptop imaging, installation, and repair as needed.

• Deploy software remotely using established tools and processes.

• Utilize monitoring tools to identify and address potential issues before they impact users.

• Collaborate with team members to develop and implement knowledge base systems for improved support efficiency.

• Provide technical training and support to end users as required.

• Maintain accurate records of support requests and resolutions using ticketing systems.

• Identify opportunities for process standardization and improvement.

• Stay updated on cybersecurity best practices and ensure compliance in all support activities.

• Work independently and manage multiple tasks effectively under pressure.

• Mandatory Skills:

• Advanced troubleshooting skills for Windows-based end-user computing.

• Experience with ticketing systems (e.g., ServiceNow).

• Proficiency in Cloud Infrastructure.

• Knowledge of Active Directory (AD), SCCM configuration and customization, DNS, VOIP, and VPN.

• Effective Communication and customer service skills.

• Ability to work collaboratively in a team environment.

• Analytical Thinking and problem-solving abilities.

• Proactive system monitoring and issue detection skills.

• Preferred Skills:

• Certifications such as A+, Network+, MCP, or Cisco Certified Network Associate (CCNA).

• Experience in developing and implementing Knowledge Based Engineering(KBE).

• Understanding of Infrastructure Design and hardware/software systems.

• Familiarity with remote troubleshooting techniques.

• Experience with process standardization initiatives.

Qualifications

• Bachelor's degree in computer science, Information Technology, or a related field is preferred.

• 2-5 years of experience in desktop support and network engineering in an enterprise environment.

• Strong understanding of cybersecurity best practices.

• Ability to handle multiple tasks simultaneously and work independently.