Engineering Intern - Provo, UT

Wencor Group LLC; Provo (UT); On-site; USD 55,000 - 75,000; Full time

Job summary

Wencor Group LLC is seeking a Desktop Support Engineer II to provide advanced technical support for desktop hardware, software, and network issues in our Provo, Utah environment. This role acts as an escalation point for Level I staff and contributes to deployment, maintenance, and IT system improvements.

The ideal candidate will deploy, configure, and maintain desktops and software, manage Active Directory users and permissions, and handle incidents in a ticketing system while delivering

Qualifications

• Associate's degree and three years related experience and/or training; or equivalent combination of education, certifications, and experience.
• Knowledge of Microsoft Office, Windows Operating Systems, Office 365, Computer Hardware, Phones and Printers.
• Ability to read and interpret documents and communicate effectively.

Responsibilities

• Troubleshoot and resolve complex technical issues escalated from Level 1 support for hardware, software, and network problems.
• Deploy, configure, and maintain desktop hardware, operating systems and software applications.
• Support and manage user accounts, including rights, security, and system groups, using Active Directory.
• Manage and track incidents and service requests in a ticketing system and document resolutions.
• Assist and mentor junior support staff in resolving complex issues and adhering to best practices.
• Participate in IT projects, providing technical expertise and contributing to system improvements.
• Provide proactive, high-quality customer service to users, managing multiple tasks and issues under pressure.

Skills

Advanced desktop support

Active Directory

Windows OS

Office 365

Hardware & printers

Troubleshooting

Customer service

Education

Associate's degree

Tools

Ticketing system

Job description

Overview of the Position:

The Desktop Support Engineer II provides advanced technical support for hardware, software, and network-related issues in an enterprise environment. This role is responsible for ensuring minimal downtime, optimal end-user experience, and efficient operation of desktop systems. The engineer will serve as an escalation point for Level I support and contribute to the deployment, maintenance, and improvement of IT systems and services.

Essential Duties and Responsibilities:

Advanced Technical Support:

Troubleshoot and resolve complex technical issues escalated from Level 1 support for hardware, software, and network problems.

System Maintenance:

Deploy, configure, and maintain desktop hardware, operating systems and software applications.

User Management:

Support and manage user accounts, including rights, security, and system groups, using Active Directory.

Incident Resolution:

Manage and track incidents and service requests in a ticketing system and document resolutions.

Mentorship:

Assist and mentor junior support staff in resolving complex issues and adhering to best practices.

IT Project Contribution:

Participate in IT projects, providing technical expertise and contributing to system improvements.

Customer Service:

Provide proactive, high-quality customer service to users, managing multiple tasks and issues under pressure.

Other Knowledge, Skills, and Abilities:

• Knowledge of: Microsoft Office, Windows Operating Systems, Office 365, Computer Hardware, Phones and Printers.
• Effective interpersonal skills to work with internal and external customers.
• Effective verbal and written communication to collaborate with co-workers to find solutions to their IT equipment problems.

Education / Experience Requirements:

Associate's degree and three years related experience and/or training; or equivalent combination of education, certifications, and experience.

Other Qualifications:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands and Work Environment

The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job.

• Is occasionally required to stand; walk; sit; reach with hands and arms; stoop, kneel, crouch, crawl, and climb or balance; and lift up to 35 pounds.
• Is regularly required to sit and use hands to finger, handle, or feel.
• Is frequently required to talk or listen.
• Works in moderate noise levels.
• Travel up to 10%.