Desktop Support Engineer

SISL Global; Rochester (MN); On-site; USD 40,000 - 55,000; Full time

Job summary

A technology service provider in Rochester, Minnesota is seeking an entry-level IT support specialist. This role involves diagnosing and repairing hardware and software issues, coordinating with OEM vendors, and providing desktop support to employees. Ideal candidates should possess good troubleshooting abilities and effective communication skills to assist non-technical users. This is a full-time position with a focus on delivering excellent customer service and support for various endpoint devices.

Qualifications

• Entry level position requiring basic IT support skills.
• Ability to articulate technical solutions to non-technical users.
• Experience with Windows and Mac-based workstations preferred.

Responsibilities

• Perform IT Onsite Desktop diagnosis and repair.
• Coordinate with OEM for hardware/software issues.
• Assist users with endpoint device problems.
• Manage incident resolution for laptops, desktops, and mobile devices.
• Deploy and configure equipment for new hires.

Skills

Troubleshooting

Customer service

Hardware support

Software configuration

Technical communication

Tools

Microsoft Intune

JAMF

Autopilots

Job description

• “Break Fix” support incorporates the IT Onsite Desktop diagnosis and repair of hardware/software by replacing faulty components or configuring replacement equipment
• OEM Vendor co-ordination for faulty or new hardware requirements
• “IMAC” is an industry term for Install, Move, Add, Change of IT equipment. Typically, this would include configuration and installation of equipment for new users, moving equipment from one location to another within a site and upgrading hardware, de-installation of software/application

Desk Side Support includes all types of physical assistance required at the desk of an end user to resolve IT related issues

In Scope:

• Incident Management for Endpoint Devices - Laptop/Desktop/Mobile Devices along handling hardware issues for Monitors and Printers (Best effort basis and accordingly co-ordination with OEM vendor)
• Hands and Feet support for Video Conferencing equipment and rooms, coordinate with resolver teams/OEMs for any additional support
• Co-ordination with OEM on Hardware/Software issues
• Perform advanced troubleshooting - technology and applications troubleshooting/repair/resolution for all endpoints (laptops, desktops, kiosk machines, and mobiles/tablets)
• Deployment and configuration of new hire equipment (Manually and/or using automated Tools)
• Deploying and troubleshooting Windows-based and Mac-based workstations in a corporate environment leveraging Autopilots, Microsoft Intune, JAMF, and other system management tools
• Hardware and software provisioning (check-in and check-out)
• Coordinate with the other IT groups to achieve the committed SLAs and deliver world-class customer service
• Articulate technical solutions to non-technical users in simple and easy to understand terms
• Occasional work to move/lift IT gear (PC’s and Laptops) and move within the site (which involves less than 4 hours of human effort per location per month) – (Ex: Movement of PC from one floor to another)
• Uplift and reimage of leaver equipment and update of asset management system/CMDB.
• Update of asset management system/CMDB according to Joiner Mover Leaver Process

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting