Desktop Support Engineer

JOB DESCRIPTION
This is what you'll do:
• Desktop imaging – New machine setup, PC refreshes, and Hardware replacements
• Provide Level 2 IT Support for all employees (onsite and remote) – Technology and Applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets)
• Provide occasional level 1 technology support during high-demand periods (incidents/outages, enterprise-wide deployments, etc.)
• Diagnosis and resolution of computer hardware, software, and network issues for the executives and VIP users
• Initial troubleshooting of the network issues – Port testing, Bandwidth monitoring, Shared drive issues, etc
• Incident Management – Responding, tracking, resolving, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• Provide the second line of defense for end-user computing support within IT
• Provide after-hours support as per the business demand – Travelling users in different time zones and other IT Infrastructure changes
• Track IT assets and follow the inventory management guidelines – Desktops, Laptops, Tablets, and other peripheral equipment
• Participate in additional technology initiatives as required - Assisting with server and network upgrades, OS upgrades, office moves, technology rollouts, and onsite/offsite meeting coordination
• Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software
• Develop positive relationships with the business and other functions at all levels
• Collaborate with members of the information security, network, and cloud teams to ensure consistent IT services to our business users
• Look to improve all aspects of the Desktop Support functions continually This is what you'll need:
• At least 6-8 years (or relative) in a Desktop Support role, where you learned the nuances of IT Support
• Bachelor's degree or Professional training/certifications related to areas of responsibilities
• Experience with: Deploying, updating, optimizing, and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging ConfigMgr, Microsoft Intune, Jamf (Casper), and other system management tools
• Experience with: Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems
• Support Experience with Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives
• Familiarity with the standard helpdesk ticketing tools (ServiceNow, Jira)
• Ability to coordinate and communicate at all levels within the organization – Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs
• Tech Savvy – Ability and passion for learning new technology and tools
• Passion for Customer Support – A drive to help end-users get what they need to do their jobs the best they can
A sense of satisfaction from assisting end-users in getting what they need on time
• Prioritization Skills – The ability to analyze support requests and prioritize them based on impact
• Discipline – The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication
• Ability to articulate technical solutions to non-technical users in simple and easy to understand terms