Desktop Support Engineer (Level 2)

Nsc Global - Keene, NH

Full-time - Entry Level

Keene, NH

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. This position is crucial for maintaining, analyzing, troubleshooting, and repairing computer systems, hardware, and peripherals. The Desktop Support Engineer will be responsible for documenting, maintaining, upgrading, or replacing hardware and software systems, as well as supporting and maintaining user account information, including rights, security, and systems groups. The ideal candidate will have a strong background in desktop support, with either an associate's degree in a related area or at least 5 years of experience in the field. Familiarity with a variety of concepts, practices, and procedures in the IT support field is essential, as the role requires reliance on experience and judgment to plan and accomplish goals. The Desktop Support Engineer will typically report to a project leader or manager and is expected to demonstrate a wide degree of creativity and latitude in their work. In this role, the Desktop Support Engineer will field incoming help requests from end users via telephone and work orders in a courteous manner. They will document all pertinent end user identification information, including name, department, contact information, and the nature of the problem or issue. Building rapport with help desk customers and eliciting problem details is a key part of the job. The engineer will prioritize and schedule problems, escalating them to the appropriately experienced technician when necessary. They will record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution. The Desktop Support Engineer 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. They will identify and learn the appropriate software and hardware used and supported by the organization, performing hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. Testing fixes to ensure problems have been adequately resolved and performing post-resolution follow-ups to help requests are also part of the responsibilities. Additionally, the engineer will develop help sheets and knowledge base articles for end users and perform related duties consistent with the scope and intent of the position.

Responsibilities

• Field incoming help requests from end users via both telephone and work orders in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems, escalating them to the appropriately experienced technician when required.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to the final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position.

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.