Desktop Support Engineer (Level 1)

NSC Global; Racine (WI); On-site; USD 52,000 - 72,000; Full time

Job summary

NSC Global is seeking a Desktop Support Engineer in the United States to provide on-site and remote technical support for Apple/Mac OS, hardware, and network environments. You will be the primary contact for executive and financial users, troubleshoot issues, and coordinate with vendors to minimize downtime.

The role requires strong problem-solving skills, experience with ticketing systems, and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Associate's degree or 3–5 years of related experience.
• Familiar with standard IT concepts, practices, and procedures.
• Ability to troubleshoot hardware, software and network issues.

Responsibilities

• Provides on-site and remote technical service support, installation, configuration and problem resolution in Apple / MAC / Network environments.
• Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
• Diagnoses mechanical, hardware, software and system failures using established procedures.
• Determines most cost effective repair resolution to minimize customer downtime.
• Acts as the primary provider of technical support to desktop and laptop users for hardware, Apple / Mac OS, and application issues to Executive/Financial Level customers.
• Monitors and updates help desk incident tracking tickets to demonstrate compliance with issue response and resolution, SLAs, logging daily activities and documenting solutions.
• Functions as primary point of contact with customer from ticket assignment to resolution, including scheduling work and status updates.
• Evaluates current processes, procedures, and technology to improve effectiveness in providing support.
• Coordinates support and repair activities with select third party vendors.

Skills

Desk side support

Apple/Mac OS

Networking

VPN/Wireless

Job description

Overview

NSC Global is currently looking for a Desktop Support Engineer to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK and a US headquarters in New York, NY. Please review our website at www.nscglobal.com for more information on our organization.

POSITION

Desktop Support Engineer

JOB TYPE

Direct Hire (W2) with NSC Global

START DATE

IMMEDIATELY

Responsibilities

Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups. May require an associate’s degree in a related area or 3-5 years of experience in the field or in a related area. Familiar with a variety of the fields’ concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Typically reports to a project leader or manager. A wide degree of creativity and latitude is expected.

Position Description

• Provides on-site and remote technical service support, installation, configuration and problem resolution in Apple / MAC / Network environments.
• Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
• Diagnoses mechanical, hardware, software and system failures using established procedures.
• Determines most cost effective repair resolution to minimize customer downtime.
• Act as the primary provider of technical support to desktop and laptop computer users for hardware, Apple / Mac OS, and application issues to Executive/Financial Level customers.
• Monitor and update help desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions.
• Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.
• Evaluate current processes, procedures, and technology with an emphasis on identifying methods of improving effectiveness in providing support to customers.
• Coordinate support and repair activities with select third party vendors.

Qualifications

Skill/Ability Knowledge

• Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Apple / Mac OS issues.
• Must be a proficient user of personal computer tools for word processing, decision support and communication.
• Must be skilled in problem solving techniques and supporting financial customers.
• Proficiency in the following areas – Networking, VPN, Wireless. Customer Service, Ticketing system applications and multi-tasking.

Soft Skills

• Thought Process: Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities. Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve.
• Interpersonal: Excellent customer service, technical, organizational, and communication skills -- in person and on the phone; effective listening and team orientation. Able to persuade, influence and negotiate with staff and vendors in critical situations. Able to motivate others and work cooperatively in a group to achieve common goals.
• Physical: Able to sit at a desk and grasp writing instruments. Able to manipulate fingers to perform keyboard strokes on a computer. Mobile between buildings. Must also be able to lift 40lbs without issue and move it from under a desk to a cart and vice versa.