Senior Desktop Support Engineer

MDA Edge; Lynn (MA); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player in IT Services is seeking a skilled Desktop Support Engineer to join their dynamic team. This role is pivotal in ensuring seamless IT operations through comprehensive support for desktop and laptop installations, application management, and user assistance. The ideal candidate will possess strong technical knowledge, particularly in Windows operating systems, and demonstrate exceptional communication skills to effectively liaise with various stakeholders. Join a forward-thinking company that values innovation and collaboration, where your contributions will directly enhance the user experience and operational efficiency.

Qualifications

• 4-7 years of experience in Desktop Support and Management.
• Excellent understanding of Windows OS and application support.

Responsibilities

• Provide onsite and remote technical assistance to end users.
• Manage ticket queue and ensure timely resolution.

Skills

Desktop Support

PC Hardware and Software

Windows 10/11

Application Support

Networking

Communication Skills

ITIL Processes

Ticket Management

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