Job Description :
Role: Desktop Support Engineer
Location: Dallas TX
Duration: +3 Months CTH
Responsibilities:
• Primary daily responsibilities include: managingtechnical support incidents, and provide functional support and assistance to alocal and remote user base, following specific processes and guidelines toensure that tasks are completed consistently and efficiently.
• Receive and respond to user inquiries, requests, andescalations via telephone, email, instant message, and case tracking systemprofessionally with speed, accuracy and proficiency
• Drive to remote location to support the site by installing servers, networking equipment, and fulfill site specific technologyneeds
• Participate in a weekly Genius Bar / Depot Supportteam that provides local and remote break/fix solutions to the Enterprise
• Document activities and resolutions in ITSM solution
• Monitor ticketing system and email for notificationand internal assistance requests
• Troubleshoot and resolve problems to satisfyrequests
• Create/support print queues on Windows based servers
• Complete any necessary research and on the jobtraining to resolve incidents in a timely and efficient manner
• Participate in regular quarterly trainingcourses
• Follow up on open tickets to ensure proper responseand satisfactory resolution, keep detail oriented documents regarding problemsand solutions, and keep the customer updated of the status and resolutiontimes
• Support maintenance of servers, and other devices whenrequested
• Log all incoming requests in the incident trackingsystem and document all actions, to include all follow up conversations,troubleshooting steps, and resolution
• Improve knowledge of, and ability to operate, alltechnical support tools and technologies
• Provide end user training in small group sessions aswell as perform new employee mentoring
• Participate and/or Lead in supporting IT requirementsfor events such as large conference/departmental meetings or company townhalls
• Contribute technical solutions to the IT KnowledgeBase
• Participate in projects and initiatives as directed byleadership
Qualifications:
• Bachelor Degree in Information Systems,Engineering, or Computer Science, or equivalentexperience
• 3 years of previous hardware or softwaresupport experience in a large enterprise is highly desired
• Demonstrated knowledge of PC/MAC hardware, software, components and basic troubleshooting, Windows networking,LAN/WAN, DNS, TCP/IP, Active Directory system administration tasks, and mobiledevices
• Basic to Intermediate knowledge or ascripting language such as Perl or PowerShell is a huge plus
• Knowledge in the following technologies:Microsoft Windows 7/8.x/10, Office Professional 2007 to 2016 (Outlook, Word,Excel, Access, PowerPoint), Cisco AnyConnect VPN and remote access clients,mobile devices, Microsoft Internet Explorer, Adobe Acrobat, SEP Antivirusclient software, imaging tools, software distribution tools (System CenterConfiguration Manager, etc
• Intermediate knowledge of understandingMicrosoft Windows XP – 10 to 2012 R2 operating systems (server &workstation)
• Intermediate knowledge of understandingMicrosoft Office Suite (2013/2016)
• Experience working with IP networkingand networking protocols
• Experience supporting end userworkstations
• Hands on experience with setting upWindows O/S on servers
• Excellent writing, communication, andinterpersonal skills. Technical writing is a plus
• Strong Analytical, troubleshooting andproblem solving skills