Desktop Support Engineer

TechDigital Group; Johnston (IA); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated End User Support Technician to join their vibrant team. This role involves providing exceptional customer service and technical support to end users, ensuring timely resolution of issues related to hardware and software. The ideal candidate will thrive in a collaborative environment, offering hands-on assistance while managing ticket queues and coordinating with various IT teams. If you are passionate about technology and excel in customer engagement, this opportunity allows you to make a significant impact in a dynamic workplace. Join us and help deliver top-notch support that keeps our users satisfied and productive!

Qualifications

• 2+ years of field support services experience required.
• Strong understanding of client-based operating systems and hardware.

Responsibilities

• Provide end-user support for laptops, desktops, and peripherals.
• Manage ticket queue and ensure timely resolution of issues.
• Coordinate with vendors for hardware support and repairs.

Skills

Customer Service

Technical Support

Analytical Skills

Problem-solving Skills

Communication Skills

Client based Operating Systems

Helpdesk Services

Network Protocols (TCP/IP)

Customer Engagement

Safety Knowledge

Education

Technical Certification (Microsoft/Client/Dell)

Tools

Ticketing System

Remedy System

Job description

Minimum Experience: 2+ Years of Field Support Services / Desktop Support

Primary Skills: FSO/DSS -Level 2

Background:

As a member of the End User Support team, the candidate will provide high quality support with very good customer service, technical expertise and timeliness. This position has frequent contact with end users, peers and managers primarily face to face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network, Server and print services.

Job Description:

As an End User Support Technician with a minimum of 5 years technical experience in providing quality services to the end users, which includes the following key roles and responsibilities:

1. Provide customer facing end-user support that includes break-fix support for Laptop, desktop, tablets and associated hardware peripherals.
2. IMAC support including large scale/bulk office moves/re-stack activities (all moves).
3. Support for Operating System, base load software, MS Office suite and other business applications.
4. Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs.
5. Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries.
6. Support for the Mobility devices (IOS/iPhone/iPad).
7. VIP and home-based office (HBO) user support.
8. Manage the ticket queue in remedy system and ensure they are resolved and closed within the defined service level maintenance.
9. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
10. Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement).
11. Perform managed print service invoicing/meter read/polling report verification.
12. Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
13. Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
14. 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.
15. Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
16. Provide On-call support if required outside business hours on a rotational basis.

Desired Skillsets:

1. Strong understanding of Client based Operating Systems.
2. Strong ticketing system experience.
3. Proficient understanding of level 1 Helpdesk services.
4. Strong understanding of end user hardware.
5. Strong knowledge of client based applications.
6. Proficient with common network protocols (TCP/IP) for device connectivity issues.
7. Excellent communication skills (English & Local language).
8. Excellent customer engagement and customer service skills.
9. Strong desire to help, share, and assist others.
10. Excellent analytical skills, Work Ethic and Problem-solving skills.
11. Basic Safety knowledge in order to assist users with ergonomic equipment.
12. Ability to lift heavy equipment within stockroom.
13. Customer experience - CSAT focused with Customer is #1 Attitude.
14. Professional and courteous and Ability and patience to work in a high dense client environment.
15. Flexible for travelling to remote sites/Colocations.
16. Technical Certification (Microsoft/Client/Dell) in the similar field will be an added advantage.