Desktop Support Engineer

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Desktop Support Engineer

Tampa, FL

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Description

Job Summary:

This position will support end-users by providing hardware/software, systems support, troubleshooting and incident management. The Desktop Support Technician will also assist in providing infrastructure support, deployment of new technologies, identification of IT needs and ensure system availability.

Duties And Responsibilities

• Provide support services to users with technical problems and information technology issues involving desktops, laptops, mobile devices, operating systems, peripherals or network services
• Resolve issues with remote access (VPN/Remote Desktop)
• Configure hardware installation for initial deployment, install and move equipment as needed
• Maintain standard software configurations, including troubleshooting, loading and deploying supported applications and drivers
• Assist with planned maintenance, moves, adds and changes
• Provide timely resolution of problems or escalation on to appropriate technical resources, both internal and external
• Support hardware and software solutions, including new acquisitions and upgrades
• Provide status updates to management and end-users
• Participate in training programs designed to educate employees about basic and specialized applications
• Maintain documentation of tickets and/or assignments to track
• Receive, organize and inventory incoming and outgoing equipment; including shipment preparation of devices; tracking of user components and peripherals
• Assist with Multi-factor authentication (MFA/2FA) to create a simple and seamless process for end users to authenticate securely
• Create guides for end users with images and how-to step-by-step instructions
• Manage returns on warrantied parts and systems
• Track licenses and inventory; coordinate requests for additional needs
• Participate in development of information technology and infrastructure projects
  
  

Requirements

Required Knowledge, Skills and Abilities:

• Associate degree or equivalent experience; Bachelor’s degree preferred
• 1 years relevant experience
• Certifications: A , Network preferred
• General awareness of computer systems, PC repair, remote administration and network management
• Familiar with: Windows server and desktop operating systems, Office 365, Active Directory, Group policy, DNS, SharePoint, Teams, Office / Business applications, File and Printer servers
• Familiar with: Desktop, laptop, Tablet platforms and technology
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
• Knowledge of operating systems on desktop and mobile
• Understanding and appreciation for information security within systems and user devices.
• Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.
• Able to communicate highly technical information to both technical and non-technical people in a clear and professional manner both written and verbal
• Ability in using a computer which includes expert keyboard and navigation skills and learning new programs
• Work effectively as part of a team to achieve established outcomes. Understand other’s roles and empower one another to take responsibility to be successful. Demonstrate a collaborative interaction with peers to reach a common goal.
• Demonstrate a collaborative interaction with peers to reach a common goal as well as be a resource to team members and internal/external customers
• Pay close attention to detail in all aspects of the job
• Make decisions using available resources and sound judgment
• Maintain confidentiality and discretion
• Identify and resolve problems in a timely manner, gather and analyzes information skillfully
• Share knowledge with associates by effectively communicating and providing follow-up. Open to other’s ideas and exhibits a willingness to try new things.
• Demonstrate accuracy and thoroughness; monitor work to ensure quality.
• Prioritize and plan work activities to use time efficiently.
• Adapt to changes in the work environment, manage competing demands and is able to deal with frequent change, delays, or unexpected events.
• Follows instructions, responds to direction, and solicits feedback to improve.
• Act in such a way to instill trust from management, other associates, as well as customers.
• Work overtime as required, including weekends
  
  

Physical and Cognitive Demands: The physical demands described here are representative of those necessary for an employee to successfully perform the essential functions of this job. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions.

• Constant: Talk, hear, speak, and use hands and fingers to operate a computer, telephone, keyboard/mouse; move about the office
• Constant: Specific vision abilities required by this job include close vision requirements due to computer work for full shift
• Frequent: Lift and/or move up to 50 pounds
• Seldom: Ability to uphold the stress of traveling
• Constant: Regular, predictable attendance in the office is required
• Frequent: Ability to work on call or after hours as required
• Constant: While performing the duties of this job, the employee is regularly required to stand or walk for a portion of the shift.
• Constant: While performing the duties of this job, the employee is regularly sitting for a portion of the shift.
• Constant: The cognitive skills needed to complete tasks include abilities such as learning, remembering, focusing, categorizing, and integrating information for decision making, problem-solving, and comprehending.
  
  

Work Environment: The work environment described is representative of what must be met by an employee successfully perform the essential functions of this job.

• The physical environment is indoors in a controlled climate, office setting. The noise level may be low to moderate.
  
  

The duties described are representative, but not restrictive of tasks that may be assigned or of the abilities required to do the job. The description is subject to change at any time. Other related duties may be assigned. This description does not alter the at-will status of employment.

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