Job Description :
Location of Services:
PA
City:
Bala Cynwyd
Position Title:
Desktop Support Engineer
# of Positions:
1
Requirement Detail/Qualification:
POSITION SUMMARY:
Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals. Able to manage local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging leads as necessary to resolve incidents. Support is 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 technical support for supported desktops, laptops, and peripherals. This includes the following activities:
* 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
* May own the development of information technology and infrastructure projects
* Installing, supporting and troubleshooting approved desktop software
* Performing planned maintenance, moves, adds and changes
* Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN)
* Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
* Supervises the process of creating and maintaining images for standard systems. Also makes recommendations on proposed changes for image updates and creates the standard operating environment RFC either periodically or as business needs requires.
* Recommends hardware and software solutions, including new acquisitions and upgrades
* Determines methods and procedures on new assignments, and may provide guidance to other personnel
* Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
* Troubleshooting and resolving complex LAN connectivity incidents by coordinating effort with upper tier support teams to help facilitate a solution.
* 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 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 customers
* Develops/Manages training programs designed to educate customers about basic and specialized applications
* 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
* Mentor Desktop Engineers to reach departmental, individual goals, and objectives
* Act as a team escalation point for service failures
TEAM LEAD RESPONSIBILITIES (if applicable):
* Ability to fill in as acting Manager when necessary
* Schedule team to meet customer requirements
* Control overtime costs to meet management requirements
* Provide direction to employees according to established policies and management guidance
QUALIFICATIONS:
* Strong customer service skills
* Reliability and a strong sense of responsibility
* Ability to take accountability
* Solid technical and analytical skills required
* Ability to manage multiple IT / Desktop initiatives and deliver projects on-time and under budget
* 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 high-profile customers with varying computer abilities
* Coordinate the solution for resolving advanced complex local area network (LAN) and VPN connectivity issues with upper tier support teams
EDUCATION and/or WORK EXPERIENCE:
* Bachelor''s Degree or equivalent experience required
* A+ Certification recommended
* MCTS, MCITP, MCPD, MCM preferred
* MCSA, MCSD and MCSE preferred
* ITIL Certification preferred
* Team Lead or prior Supervisory experience recommended
* 6-10 years or more of related experience preferred
SPECIAL CONDITIONS:
(Travel, work environment, physical demands, certificates, licenses etc)
* Ability to travel as required.
* Ability to lift 50lbs (printers, desktop machines, etc