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

The Desktop Support Engineer at NSC Global is responsible for maintaining, analyzing, troubleshooting, and repairing computer systems and peripherals. This role involves providing support to end users, documenting issues, and ensuring effective resolution of technical problems. The position requires a blend of technical expertise and strong interpersonal skills to assist users and enhance their experience with IT services.

Responsibilities

• Maintain, analyze, troubleshoot, and repair computer systems and hardware.
• Document, maintain, upgrade, or replace hardware and software systems.
• Support and maintain user account information including rights, security, and systems groups.
• Field incoming help requests from end users via telephone and work orders.
• Document all pertinent end user identification information and nature of the problem.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems, escalating when necessary.
• Record, track, and document the help desk request problem-solving process.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, and knowledge bases for problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software.
• Test fixes to ensure problems are adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.

Requirements

• Associate's degree in a related area or 5+ years of experience in the field.
• 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.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills with a focus on rapport-building.

Nice-to-haves

• Ability to conduct research into a wide range of computing issues.
• 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.

Benefits

• Direct Hire (W2) employment type.