What are the responsibilities and job description for the Window Desktop Support Engineer position at The Xela Group?
Role: Window Desktop Support Engineer
Location: Shelton, CT United States (Onsite)
Duration: 1 Year
Delivery Role:
The Desktop Engineer provides IT end user platform systems support to Premise managed health centers, corporate users, and regional offices. Responsibilities include troubleshooting and resolving advanced hardware and software break fix issues, hardware and software installations, network connectivity issues, and assigned project work. The Desktop Engineer, partners closely with the Service Desk, Infrastructure Services, IT Implementations. Additionally, the Desktop Engineer is responsible for partnering with regional and site operations management to provide guidance and assistance with current and future IT needs. He/She may be asked to attend client facing meetings where required.
Essential Functions:
• Diagnose, troubleshoot, and resolve advanced software and hardware problems at health centers, corporate and regional offices
• Install and configure new IT hardware and software
• Receive end user requests and incidents via ServiceNow and respond/resolve incidents within set SLA’s (service level agreements).
• Update and close incidents/requests when work is completed
• Provide end user support utilizing Premise device management tools including Microsoft Endpoint Configuration Manager, Intune, PrinterLogic, and other tools as required.
• Work closely with Premise Operations management to understand IT support needs at Premise Health Centers. Develop a good working relationship with each
• Assist the IT Infrastructure network team as required, including virtual hands support for troubleshooting network outages and issues; replace network hardware when directed
• Acquire and maintain advanced levels of product knowledge to assist the support team and interface with other stakeholders.
• Work with Premise vendors to identify and support end user products and solutions
• Assist the Tier 2 Service Desk group with support desk incidents where required
• Attend meetings, both internal and external when requested; meetings may be in person (onsite) or virtual
• Abide by all Premise InfoSec policies
B: Must Skills:
C: Plus Skills:
Must be reliable, timely, and able to work independently while onsite or virtually with minimal supervision.
Advanced knowledge of Microsoft operating systems in an enterprise environment
Advanced knowledge of end-user platform type systems in an enterprise environment
Knowledge of batch scripting and PowerShell scripting
Clear and innovative thinker, with excellent collaboration and communications (written and verbal) skills.
Must have strong customer service skills and consistently achieve high customer service satisfaction (both internal and external)
Ability to work in a fast-paced environment with changing priorities while maintaining strong attention to detail.
Advanced troubleshooting skills
Reliable, timely, and able to work independently with minimal supervision
Managing one's own time and the time of others