Desktop Support Engineer L2

• Principal Responsibilities: (Essential Function):Carries out responsibilities in accordance with the organization’s policies, procedures, and state,
• federal and local laws
• Ensures compliance with all company policies and procedures, including safety rules and
• regulations.
• Provide direct technical support to client’s on-site personnel
• Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software
• upgrades) including data migration
•  Resolve reported incidents in the software & hardware environment
• Maintain incident management system with up-to-date information on ticket progress
• Complete assigned tickets in timely manner within the Client SLAs
• Update asset tracking inventory in accordance with work instructions
• Provisioning and setup of phone for either landline or VOIP
• Monitor/Resolve tickets that have been dispatched by the Service Desk for further action
• Provide IT orientations for newly hired personnel
• Provide support services for client’s conference and training rooms
• Perform customer support related tasks and special projects as assigned by management
• Liaise as necessary interdepartmentally to seek resolutions to all reported issues
• Travel between local offices in order to provide support for meeting and/or trainings
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Job Requirements

• Education/ExperienceBA or Vocational school degree preferred or equivalent work experience
• A Certification (Must be attained within three months of employment)
• Microsoft Certified Professional certification a plus
• Minimum of 2 years of Deskside support experience
• Previous call center, computer support, or customer service experience
• Technician must be able to travel if it’s required by our client.
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• SkillsDiagnose, troubleshoot, and fix Mac OS X, Windows Solutions on OS X, MacBook, MacBook Air, MacBook Pro, Powerbook, iBook, Power Mac, iMac, Mac Mini, Mac Pro, iPod, iPhone, iPad, and peripherals
• Configure and troubleshoot IOS and Android operating systems, should be able to script with PowerShell
• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any
• customer service scenario
•  Excellent communication and customer service skills. Excellent teamwork skills
• Excellent desktop support technical skills Experience in supporting and troubleshooting Microsoft
• Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools
•  Ability to perform root cause analysis and determine appropriate course of action based on result
• Competencies
• Accountability: We all strive to be business owners and take appropriate action, controlling our work
• and making decisions. We treat the company’s assets as our own, always with our long term
• success in mind. We accept personal responsibility to set clear expectations and meet business
• objectives, improve our organizational effectiveness and communicate our actions.
• Adaptability: The Company has shown continuous growth, and through this we adapt to new
• changes, work situations and responsibilities. We welcome the opportunity to learn new tasks and
• accept feedback positively.
• Collaboration: We respect our colleagues and treat everyone as we want to be treated. We have
• confidence in each other’s capabilities and intentions. We believe that people work best when
• there is a foundation of trust. We work toward a win-win solution as a team across department
• lines—doing what is right for all stakeholders.
• Communication: We are courteous to our internal and external contacts. We clearly convey key
• messages, recognizing when miscommunication has occurred and acting to correct it.
• Proficiency on Office 365, AV support, ServiceNow, MS Teams, TechSpot/Geksquad, Application / VDI support, & Remote support.
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• Working Relationships
• Maintain inter-department relationships to resolve reported incidents
•  Effectively communicate with extended service providers and IT infrastructure groups
•  Develop communication and working relationship with supervisor and colleagues
• Physical Demands and Work Environment
•  Must be able to lift desktop computers, laptops, monitors, printers and other IT related
• equipment