Desktop Support Engineer

Teceze LTD - Cincinnati, OH

Full-time

Cincinnati, OH

Professional, Scientific, and Technical Services

About the position

The Desktop Support Engineer position is a critical role within our IT department, focusing on providing exceptional support for both Windows and Mac operating systems. The successful candidate will serve as the first and second level contact for customer issues, ensuring timely and effective problem resolution. This role requires a proactive approach to communication, as the engineer will be responsible for keeping customers informed about the status of their issues and the steps being taken to resolve them. The engineer will also maintain detailed ticket updates for all reported incidents, ensuring that all information is accurately documented and accessible for future reference. In addition to troubleshooting and resolving issues, the Desktop Support Engineer will work closely with third-party vendors to address complex audio-visual problems as needed. The role involves installing, upgrading, supporting, and troubleshooting various operating systems, including Windows XP, 7, 8.1, and 10, as well as Microsoft Office 2010 and other authorized desktop applications. A basic understanding of the Mac operating system is essential for supporting Apple PC users effectively. The engineer will also be responsible for installing, upgrading, and troubleshooting printers and computer hardware, performing general preventative maintenance tasks on computers, laptops, and printers, and conducting remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment. Utilizing diagnostic tools to troubleshoot network connectivity issues and workstation hardware/software problems is a key aspect of this role. The position requires a broad experience in IT, with a basic understanding of networks, servers, audio/visual systems, smart devices, and telecommunications. The Desktop Support Engineer must be adaptable and flexible, as the role often involves working in a project-based environment that requires teamwork and collaboration. Additional responsibilities may be assigned as needed, including asset management tasks.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues.
• Work with third-party vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010 & authorized desktop applications.
• Support Apple PC users with basic knowledge of the Mac operating system.
• Install, upgrade, support and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops, and printers.
• Conduct remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Demonstrate broad experience of IT with a basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
• Work in a project-based environment requiring flexibility and teamwork.
• Perform other duties as assigned.
• Manage asset management tasks.

Requirements

• Demonstrate competent experience based on the job description.
• Desired CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Minimum of 24 months of IT experience.
• Experience with Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, client anti-virus & encryption solutions, and helpdesk ticketing systems.
• Mobile device management experience including iOS and Android devices, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• Proven ability to multi-task, effectively determine priorities, and meet SLAs.
• Excellent communication, relationship-building, and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willing to work off-hours and weekends when required for projects or emergency support.