Desktop Support Engineer

Innosoul - Atlanta, GA

Full-time - Entry Level

Atlanta, GA

Professional, Scientific, and Technical Services

About the position

The Desktop Support Engineer provides technical support to end users, ensuring that hardware and software systems are functioning properly. This role involves troubleshooting issues, coordinating software installations, and managing user accounts while delivering excellent customer service. The position requires regular communication with internal and external customers and collaboration with service providers to resolve technical problems.

Responsibilities

• Support end users via phone and remote support tools for issues such as new equipment setup, hardware, software, SSL VPN, suspicious emails, network drive access, network outages, etc.
• Work closely with management and departments to discuss equipment performance and coordinate with service providers to resolve agency-wide and recurring issues promptly.
• Coordinate software installations, upgrades, and patching on PCs and VDIs, ensuring systems are up to date and secure.
• Coordinate new service or service modification rollouts as required by Georgia Technology Authority (GTA).
• Participate in weekly and monthly conference calls with vendors and agency CSM as required by GTA.
• Submit ServiceNow requests for onboarding, offboarding, hardware installs, and other IT related requests as needed.
• Work with service providers to coordinate system maintenance and troubleshoot application issues for AWS VDI Workspaces.
• Coordinate vulnerability identification and remediation on VDIs and end-user devices.
• Perform monthly review and updates for Mobile Device Management.
• Manage agency's network accounts through Active Directory and service provider.
• Complete weekly and quarterly access reviews for all end user accounts.
• Manage CRM tickets and escalate to appropriate service provider when necessary.
• Oversee and manage Audio/Visual equipment in all conference rooms within SAO.
• Effectively manage time to ensure tickets are responded to in a timely manner.
• Manage internal and guest Wi-Fi access points through AT&T to ensure secure network access.
• Develop materials and methods to be used in training others in the use of various hardware and software applications.
• Deliver excellent customer service in person, via phone, and via email.
• Perform other duties as assigned.

Requirements

• High School diploma/GED and six (6) months of education or experience in information security, privacy, system/network administration and support, or application development and training.
• Proficiency with ConnectWise Connect and Microsoft Teams for remote technical assistance (3 years required).
• Experience helping end users troubleshoot and resolve issues related to hardware (3 years required).
• Demonstrate critical thinking, strong problem-solving and analytical skills.
• Must be detail-oriented, self-motivated, and able to handle and prioritize multiple tasks to meet deadlines.
• Strong interpersonal, written, and verbal communication skills.

Nice-to-haves

• Vocational/Technical degree in computer technology and/or networking from an accredited college or High School Diploma or GED and one year of experience in the installation and repair of computers, communications, or technical equipment.
• CompTIA A+ Certification.
• Ability to analyze the customer's request or complaint, evaluate issues and determine the correct course of action.