Desktop Support Engineer (Level 2)

Nsc Global - Boston, MA

Full-time - Entry Level

Boston, MA

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

About the position

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.

Responsibilities

• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and computer peripherals.
• Documents, maintains, upgrades, or replaces hardware and software systems.
• Supports and maintains user account information including rights, security, and systems groups.
• Fields incoming help requests from end users via telephone and work orders in a courteous manner.
• Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Builds rapport and elicits problem details from help desk customers.
• Prioritizes and schedules problems, escalating them to the appropriately experienced technician when required.
• Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution.
• Applies diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Tests fixes to ensure problems have been adequately resolved.
• Performs post-resolution follow-ups to help requests.
• Develops help sheets and knowledge base articles for end users.

Requirements

• Knowledge of basic computer hardware.
• Experience with desktop operating systems including Microsoft and Mac OS X.
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Good understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.

Nice-to-haves

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.