Job Description :
Desktop Support Engineer
Desktop Support Engineer for a contract opportunity in Durham, NC.
This is a desktop support engineer focused on supporting executives
Please review this requirement and if interested/know of someone who would be interested in this role then email your updated resume in a word document with your contact details, current location, availability and hourly pay rate expectations
Desktop Support Engineer Job Details
Provide Executive Technical Support assistance to Executives, their administrators and the Board of Trustees having hardware- and software-related problems with their supported desktop, laptop or peripherals. Able to resolve local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents. Executive Technical Support includes complete IS support and will consist of any and all current and future technologies used by the Executives and Board of Trustees. This support will be provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.
POSITION DUTIES AND RESPONSIBILITIES:
Provide Level-2 and Level-3 Executive Technical Support for supported desktops, laptops, and peripherals. This includes the following activities:
* Provide technical support to Executives and Board of Trustees under minimal supervision, including any technology requirements in their work environments.
* Primary 24x7 support liaison for all technology needs; ensuring that backup support is notified and available to provide coverage to the Executives and Board of Trustees whenever the primary support specialist is unavailable. (Ex. Offsite meetings, PTO, Training)
* Provide onsite/offsite technical support, telephony support including remote technical support during travel meetings/sessions.
* Provide complete PC desktop/laptop support to the Executives, their administrators and Board to Trustees.
* Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.
* Managing returns on warranted parts and systems
* Packaging and shipping replacement parts to customers
* Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers
* Installing, supporting and troubleshooting approved desktop software
* Performing planned maintenance, moves, adds and changes
* Provide vendor management and technical guidance on all peripherals and devices assigned to the Executives. (Ex. Cellular phones, Blackberry devices, PDA s and other HW devices)
* Provide assistance to coordinate support as appropriate for remote events that may require company based configurations and security provisions.
* Provide regular reports and updates to IS management; escalating high priority issues in a respectful manner and on a timely basis.
* May lead the development of information technology and infrastructure projects
* Creating and maintaining images for standard systems
* Recommends hardware and software solutions, including new acquisitions and upgrades
* Demonstrates good judgment in selecting methods and techniques for obtaining solutions
* Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
* Troubleshooting and resolving intermediate LAN connectivity incidents
* Ability to work on call after hours as required
Communicate effectively with multiple customers and co-workers. This includes the following activities:
* Consulting with the Service Desk on Executive Technical Support calls
* Able to communicate highly technical information to both technical and non-technical personnel
* Providing Case status updates to management and end users
* Providing phone support and diagnostics to remote end users
* Provide training to Executive administrators on various software applications that will add value and productivity to daily job functions. (Office 2K7, MS Communicator, VM system)
* Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support
* Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction
* Analyzes problem trends and develops ideas to achieve problem resolution
TEAM LEAD RESPONSIBILITIES:
* Ability to fill in as acting Team Lead when necessary
Desktop Support Engineer Mandatory Skills
* Ability to work independently and take ownership
* Solid technical and analytical skills required
* Ability to manage IT / Desktop initiatives and organize projects
* Thorough knowledge of supported Microsoft Windows operating systems
* Intermediate Experience with Active Directory administration
* Thorough knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office
* Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities
* Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues
EDUCATION and/or WORK EXPERIENCE:
* Associate''s Degree or equivalent experience required
* A+ Certification recommended
* MCTS, MCITP, MCPD, MCM preferred
* MCSA, MCSD and MCSE preferred
* ITIL Certification preferred
* 4-6 years or more of related experience preferred
Desktop Support Engineer Start Date
ASAP
Desktop Support Engineer Assignment Length
3+ months