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 (Level 2) at NSC Global is responsible for maintaining, analyzing, troubleshooting, and repairing computer systems and hardware. This role involves providing technical support to end users, documenting issues, and ensuring effective resolution of problems. The engineer will work closely with users to understand their needs and provide solutions, contributing to the overall efficiency and effectiveness of the organization's IT operations.

Responsibilities

• Field incoming help requests from end users via 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 the 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.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• 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.

Nice-to-haves

• Ability to understand technical concepts and develop ways to help others learn.
• Ability to solve complex problems with innovative solutions.
• Ability to manage multiple priorities.
• Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations.