Nsc Global - Boston, MA
posted 3 months ago
NSC Global is currently seeking a Desktop Support Engineer to join our team in Boston, MA. This position is a full-time, permanent role that requires immediate availability. As a Desktop Support Engineer, you will be responsible for maintaining, analyzing, troubleshooting, and repairing computer systems, hardware, and peripherals. You will document, maintain, upgrade, or replace hardware and software systems, ensuring that user account information, including rights, security, and systems groups, is supported and maintained effectively. In this role, you will field incoming help requests from end users via telephone and work orders, documenting all pertinent user identification information, including name, department, contact information, and the nature of the problem or issue. Building rapport with help desk customers is essential, as is the ability to prioritize and schedule problems, escalating them to the appropriately experienced technician when necessary. You will record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken until the final resolution is achieved. You will apply diagnostic utilities to aid in troubleshooting and access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to assist in problem resolution. Hands-on fixes at the desktop level will include installing and upgrading software, implementing file backups, and configuring systems and applications. Testing fixes to ensure that problems have been adequately resolved and performing post-resolution follow-ups will also be part of your responsibilities. Additionally, you will develop help sheets and knowledge base articles for end users, contributing to the overall efficiency of the support team.