Senior Desktop Support Engineer

MDA Edge; Hooksett (NH); On-site; USD 60,000 - 80,000; Full time

Job summary

Join a dynamic IT services firm as a Desktop Support Engineer, where your expertise in PC hardware, software, and networking will play a crucial role in delivering exceptional support to end users. In this mid-senior level position, you will be responsible for managing technical assistance requests, coordinating with vendors, and ensuring timely resolution of issues within defined service levels. This role offers a unique opportunity to work in a collaborative environment, enhancing your skills while contributing to the success of various IT projects and initiatives. If you are passionate about technology and enjoy solving problems, this is the perfect opportunity for you.

Qualifications

• 4-7 years of experience in Desktop Support Engineering and Infrastructure Services.
• Comprehensive understanding of PC hardware, software, and network configurations.

Responsibilities

• Provide onsite and remote technical assistance to end users and manage ticket queues.
• Coordinate with vendors and support teams for effective service delivery and enhancements.

Skills

Desktop Support Engineering

PC Hardware and Software Knowledge

Windows 10/11 OS

Application Support

Networking and Firewall Knowledge

Effective Communication Skills

ITIL Processes

Incident & Problem Management

People Management Skills

Tools

Service Desk Tool

O365

Active Directory

Job description

This range is provided by MDA Edge. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$44.00/hr - $44.00/hr

Responsibilities

• 4-7 years of experience in Desktop Support Engineer.
• 4-7 years of experience in Desktop Management - Infrastructure Services (IS)
• 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 SOPs).
• 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

Full-time

Job function

Other

Industries

IT Services and IT Consulting