EUC Desktop Support Engineer

Teceze LTD - Waukegan, IL

Full-time

Waukegan, IL

Professional, Scientific, and Technical Services

About the position

The EUC Desktop Support Engineer is responsible for providing direct technical support to clients' on-site personnel, ensuring compliance with company policies and procedures, and resolving incidents in the software and hardware environment. This role involves performing IMAC tasks, maintaining incident management systems, and supporting IT orientations for new hires. The engineer will also travel between local offices to provide support for meetings and training sessions.

Responsibilities

• Carries out responsibilities in accordance with the organization’s policies, procedures, and state, federal and local laws.
• Ensures compliance with all company policies and procedures, including safety rules and regulations.
• Provide direct technical support to client’s on-site personnel.
• Perform IMAC related tasks as assigned (e.g., hardware break/fix and hardware or software upgrades) including data migration.
• Resolve reported incidents in the software & hardware environment.
• Maintain incident management system with up-to-date information on ticket progress.
• Complete assigned tickets in timely manner within the Client SLAs.
• Update asset tracking inventory in accordance with work instructions.
• Provisioning and setup of phone for either landline or VOIP.
• Monitor/Resolve tickets that have been dispatched by the Service Desk for further action.
• Provide IT orientations for newly hired personnel.
• Provide support services for client’s conference and training rooms.
• Perform customer support related tasks and special projects as assigned by management.
• Liaise as necessary interdepartmentally to seek resolutions to all reported issues.
• Travel between local offices in order to provide support for meeting and/or trainings.

Requirements

• BA or Vocational school degree preferred or equivalent work experience.
• A+ Certification (Must be attained within three months of employment).
• Microsoft Certified Professional certification a plus.
• Minimum of 2 years of Deskside support experience.
• Previous call center, computer support, or customer service experience.

Nice-to-haves

• Ability to diagnose, troubleshoot, and fix Mac OS X, Windows Solutions on OS X, MacBook, MacBook Air, MacBook Pro, Powerbook, iBook, Power Mac, iMac, Mac Mini, Mac Pro, iPod, iPhone, iPad, and peripherals.
• Experience in supporting and troubleshooting Microsoft Office Suite, Windows Operating Systems, VPN client software, Remote Desktop tools.