DSE

This position assists end users with technical support of desktop computers, applications, and related technologies. Interaction with multiple levels of end users, managers, VIP’s and local technical staff is required.

The Field Services Deskside Engineer will research, analyze, pilot and repair complex computer hardware and software problems; will have strong skills in customer service, communication and collaboration in a team environment to resolve complex IT problems. An in-depth knowledge and demonstrated expertise of desktop systems and their interaction with infrastructure including network, servers, identity management and other integrated technologies is required. The role requires a willingness and ability to adapt to the ever-changing challenges and demands. Approachability and composure under pressure, excellent teamwork and an understanding the value of a structured approach to problem solving are critical.

Expertise in Windows, Mac, and mobile platforms is required. Other required areas of knowledge include audiovisual, mobile device, printer support and familiarity with ITIL and ServiceNow ticketing application.

Support includes installation and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve problems. A good understanding of general IT services is required.

“Smart Hands” services and cooperation with subject matter experts to provide “eyes, hands and feet” in support of networking equipment, telecom, printers and other IT related equipment is also required.

Responsibilities

• · Deskside / Desktop / End User Computer support in a corporate environment

• · Troubleshooting and resolving software issues. Ability to install, configure, reconfigure or reinstall software including remote support

• · Support Mac OS, Windows OS, Microsoft Office 365, Smart Phones, AV Conferencing Systems, Printers and PC hardware

• · Ability to categorize and prioritize end user support requests and service requests by utilizing Service Now ticketing system to track tickets and provide up-to-date status and information.

• · Ability to research and follow appropriate KB articles

• · Strong Microsoft Office 365 skills (Outlook, Word, and Excel, Powerpoint)

• · Maintain system configurations and KB documentation; providing updates to articles as needed

• · IMAC Support - IT equipment Install/Move/Add/Change/Decommission

• · Smart Hands support with networking, server, and telecommunications technologies

• · Printer and peripheral device support

• · Physical Inventory management of IT assets including asset auditing

• · Provide Executive VIP support as needed

• · Support additional corporate and retail locations as needed

• · Reimaging computers/hard drives in accordance with customer standards

• · Taking ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.

• · Train and orient staff on use of hardware and software.

• · Performs other duties as assigned.

Preferred Qualifications

• · Bachelor’s degree from an accredited higher-education institution and/or seven years relevant experience.

• · Strong knowledge and experience with Windows and Mac OS X operating systems

• · Understanding of network, systems and configurations

• · ITIL foundation Certification

• · A+ certification plus one, preferably two, of the following certifications:

• · N+, MCP, MCDST, MCSA, CNCT, CST, CNST, Apple Certified (ACHDS, ACTC, ACDT, ACPT);

• · Must be a team player, possess strong communication skill, and possess a strong customer-centered philosophy.

• · At least 3 years of experience in desktop support and or field services role

• · Dell Certified Technician for ordering parts through OEM and parts replacement

• · Strong Apple OS X and mobile device support

• · Broad understanding of Mac OS Management tools especially JAMF Product Suite

• · Experience in operating system deployment (SCCM and macOS 10.15 or later)

• Performance Expectations: Knowledge, Skills & Abilities:

• · An expert-level understanding of hardware and software

• · Demonstrated expertise and proficiency in diagnosing complex problems with computer hardware and software with ability to apply solutions to the problems.

• · Experience in dealing with anti-virus, anti-spam, wireless communication, mobile devices, and security in the information technology field.

• · Experience in handling and liaising with multiple vendors/Partner/Teams.

• · Solid knowledge of data communication and networking internet protocols, such as TCP/IP, Ethernet and Serial interface standards, Change Management, and Active Directory.

• · Knowledge of JAMF, Microsoft SCCM, Microsoft Intune, FileVault Disk Encryption

• · Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.

• · Strong ability to quickly and independently master new technology, then provide support and consultation on usage of new technologies.

• · Strong customer service orientation.

• · A strong team player, works effectively under pressure, and ability to multi-task.

• · Works in close collaboration with laboratory tech and assisting with installation and maintenance of software.

• · Excellent interpersonal communication skills (verbal, written and listening) since he or she will have daily interaction with faculty, administrators, and staff..

• · Exceptional documentation skills. Both English and Local Language.

• · Excellent verbal and written communication skills

• · Proven ability to handle challenging, rapid-response user support

• · Proven ability to balance, prioritize and organize multiple tasks

• · Able to uphold a positive attitude at all times, even under stressful conditions

• · Experience supporting remote facilities and users

• · High level of professionalism and strong personal interaction skills

• · Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

• · Exercise proper judgment taking care of client computers or sensitive data; and consult with supervisor.

• · Utilize effective time management skills and sets and adhere to deadlines.

• · Ability to lift 50 pounds (monitors, printers, scanners, etc.).

• Special Conditions of Employment: May be required to work variable hours and overtime, including weekends

• Background check: Successful completion of a pre-employment background

• Job type: Permanent Division: eTeam Workforce Limited Reference: 22-05757