What are the responsibilities and job description for the Desktop Support Engineer position at Apptad Inc?
Position : Desktop Support Engineer
Location : Pompano Beach, FL || Clearwater, FL || Boynton Beach,FL
Duration : long term
Contract Type : w2
Role Description :
Roles and Responsibilities
- Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.
- Application 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 users 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.
