Desktop Support Engineer

IT User Services Support:
Provide end user computing support for all personal computer needs including but not limited to:
Service Desk phone support, L3 Desktop support/hardware-software, hardware deployment, Mobility and A/V support.

• Provide desktop / laptop / printer and peripheral support to end users, troubleshooting, diagnosing and resolving both hardware, OS and application issues.
• Provide 1st level phone support via Call Center ACD to triage, resolve and fulfill needs providing first call resolution to internal customers
• Primary support provider for Sr. Mgmt., elected officials and VIP staff – very strong customer service skills and tact; must be able to maintain trust with customers and confidential information
• Utilize Service Now Problem Management Tool to monitor, track and update service needs.
• Inventory and image Windows-based computers following scripts and process guides; strong understanding of Windows 10/11 operating system/troubleshooting and repair, security protocols and basic networking knowledge
• Install and configure applications following instruction set as well as creating documentation and knowledge articles to streamline support
• Coordinate with end user customers; scheduling deployment and support time and any special needs; high attention to customer service and detail
• Maintain workload within required SLAs and timelines
• Complete all required documentation; ensure customer expectations are met

3+ yrs experience working with Windows 10/11 computers/laptops troubleshooting and resolving hardware and software issues and deploying computers in a business environment. Experience supporting executive, VIP staff in a business environment

Extensive Sr.level knowledge of Windows 10/11 operating system;
Microsoft 365 application suite, Windows/Dell computer hardware (both desktop and laptop). Certifications in Windows 10 /11/ O365 support, troubleshooting and repair, A+ desired and a plus.