Desktop Support Engineer (Level 1)

Nsc Global - Racine, WI

Full-time - Entry Level

Hybrid - Racine, WI

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Desktop Support Engineer (Level 1) at NSC Global is responsible for providing technical support and maintenance for computer systems, hardware, and peripherals. This role involves troubleshooting, repairing, and upgrading systems while ensuring effective communication with customers, particularly at the executive level. The engineer will work both on-site and remotely, focusing on Apple/Mac environments and ensuring minimal downtime for clients.

Responsibilities

• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and peripherals.
• Documents, maintains, upgrades, or replaces hardware and software systems.
• Supports and maintains user account information including rights, security, and systems groups.
• Provides on-site and remote technical service support, installation, configuration, and problem resolution in Apple/MAC/Network environments.
• Diagnoses mechanical, hardware, software, and system failures using established procedures.
• Determines the most cost-effective repair resolution to minimize customer downtime.
• Acts 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.
• Monitors and updates help desk incident tracking tickets to demonstrate compliance with issue response and resolution.
• Functions as the primary point of contact and communication with customers from ticket assignment to successful resolution.
• Evaluates current processes, procedures, and technology to identify methods of improving effectiveness in providing support to customers.
• Coordinates support and repair activities with select third-party vendors.

Requirements

• Technical ability to provide desk-side support for computer and printer hardware and common software applications.
• Proficient user of personal computer tools for word processing, decision support, and communication.
• Skilled in problem-solving techniques and supporting financial customers.
• Proficiency in Networking, VPN, Wireless, Customer Service, and Ticketing system applications.

Nice-to-haves

• Experience with Apple/Mac OS issues.
• Strong interpersonal skills for effective communication with clients and team members.

Benefits

• Direct hire position with NSC Global.
• Opportunity to work in a growing company with global reach.