Desktop Support Engineer

E-Solutions Group - Columbus, OH

Full-time - Entry Level

Columbus, OH

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

About the position

The Desktop Support Engineer role is designed to provide essential support and maintenance for the organization's desktop computing environment. This position involves installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment to ensure optimal workstation performance. The engineer will troubleshoot issues in a timely manner and assist end-users as needed, primarily in an onsite capacity.

Responsibilities

• Provide a point of contact for end users to receive support and maintenance within the desktop computing environment.
• Install, upgrade, support, and troubleshoot Windows 10, Windows 11, Microsoft O365, and other authorized desktop applications.
• Install, upgrade, support, and troubleshoot printers, computer hardware, and other authorized peripheral equipment.
• Perform general preventative maintenance tasks on computers, laptops, and peripheral equipment.
• Conduct remedial repairs on computers, laptops, printers, and other authorized peripheral equipment.
• Customize desktop hardware to meet user specifications and site standards.
• Document customer repairs and maintain assigned parts inventory.
• Safely package equipment for transport and arrange for shipping.
• Monitor, operate, manage, troubleshoot, and restore service to terminal service clients and personal computers.
• Escalate issues beyond the scope of support to the team lead.
• Analyze incoming calls and support requests to develop trends.
• Assist with user data and application recovery as applicable.
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues.
• Familiarize end users with basic software, hardware, and peripheral device operation.
• Take ownership of queries and issues assigned to the IT Field Support Team.
• Work with vendor support contacts to resolve technical issues within the desktop environment.
• Maintain IT records and tracking for the area of responsibility.

Requirements

• Excellent technical knowledge of PCs and desktop hardware.
• Working technical knowledge of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Experience with imaging tools such as MDT and SCCM.
• Proficiency in Windows 10, Windows 11, and Microsoft O365.
• Networking and TCP/IP experience.
• Working knowledge of Active Directory and remote control tools.
• Experience with remote network connections and troubleshooting (e.g., Citrix or VPN software).
• Strong analytical and problem-solving skills.
• Good verbal and written communication skills.
• Planning and organizing skills with good administration management capabilities.
• Ability to operate effectively in a team environment.

Nice-to-haves

• Professional image and grooming.
• Self-confidence and interpersonal skills.
• Strong listening skills.
• Ability to manage time effectively and set priorities.

Benefits

• Flexible working hours when needed for infrequent travel and overtime.