Senior Desktop Support Engineer

ZipRecruiter; Lynn (MA); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Desktop Support Engineer to join their dynamic team. This role involves providing comprehensive technical support for desktops, laptops, and associated peripherals. The ideal candidate will have extensive experience in desktop management and a strong understanding of various operating systems and applications. You will be responsible for ensuring a seamless user experience by managing ticket queues and providing both onsite and remote assistance. If you thrive in a fast-paced environment and enjoy solving technical challenges, this opportunity is perfect for you.

Qualifications

• 4-7 years of experience in Desktop Support Engineer and Infrastructure Services.
• Comprehensive understanding of PC hardware, software, and operating systems.
• Experience in managing ticket queues and adhering to SLAs.

Responsibilities

• Provide onsite and remote technical assistance to end users.
• Install and configure desktops, laptops, mobile devices, and software.
• Coordinate with support groups for service delivery enhancements.

Skills

Desktop Support Engineer

Desktop Management - Infrastructure Services (IS)

PC

Desktop

Laptop

Printers

Windows 10/11

Android

MAC

MS Office

LAN

WAN

Wi-Fi

VOIP

Software installations

Office 365

ITIL

Job description

Job Title: Senior Desktop Support Engineer
Work Location: Lynn/Rutland-MA, Cincinnati-OH, Clearwater-FL, Hooksett-NH - USA (Onsite)
Position Type: Contract (W2 Contract Role)

Skills: Desktop Support Engineer, Desktop Management - Infrastructure Services (IS), PC, Desktop, Laptop, Printers, Windows 10/11, Android, MAC, MS Office, LAN, WAN, Wi-Fi, VOIP, Software installations, Office 365, ITIL.

Must Have:

• 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 SOP).
• 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.