Desktop Engineer

Ascii Group, LLC; Dayton (OH); On-site; USD 45,000 - 80,000; Full time

Job summary

An established industry player is seeking a skilled IT support specialist to provide comprehensive technical assistance for desktop, laptop, and mobile devices. This role involves managing ticket queues, coordinating with vendors, and ensuring a seamless user experience. The ideal candidate will possess a strong understanding of hardware, software, and networking, along with excellent communication and people skills. Join a dynamic team dedicated to delivering high-quality IT support in a fast-paced environment, where your contributions will significantly impact user satisfaction and operational efficiency.

Qualifications

• Comprehensive understanding of PC hardware, software, and operating systems.
• Experience in providing 2nd line technical support and incident management.

Responsibilities

• Provide onsite and remote technical assistance to end users.
• Manage ticket queue and ensure timely resolution within SLAs.

Skills

PC hardware understanding

Windows 10/11 OS

MS Office

Basic LAN/WAN Issues

Wi-Fi Configuration

VOIP Phone

Active Directory User/Group Management

Effective communication skills

People management skills

Tools

Service Desk Tool

O365

Job description

Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.

Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues.

PC: Desktop/Laptop installation, book end users schedule for upgrade/refresh, perform user’s existing computer system/software/data/printer installed/configuration settings intake prior any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer.

Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc.

Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.

Excellent understanding of Windows 10/11 OS, Android OS, Mac OS, MS Office, Basic LAN/WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations.

Provide onsite and remote technical assistance to End Users.

Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.

Develop standard configuration and documentation, Develop installation and configuration procedures documentation (KB/KEDB and SOP’s).

Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement).

Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.

Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support.

Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.

Good understanding of O365 and related support activities.

Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall.

Providing 2nd line technical support, incident & problem management through effective management of Service Desk Tool.

Experience of working within SLAs and ITIL processes.

Effective written and verbal communication skills.

Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Information Technology

Industries

Staffing and Recruiting