Lead, Desktop Support Engineer

$80,000 - $100,000/Yr

Benchmark Education - New Rochelle, NY

Full-time - Mid Level

New Rochelle, NY

Printing and Related Support Activities

About the position

The Desktop Support team ensures operational success for internal IT hardware, software, and assets. The Desktop Support Engineer Lead provides support to the company's end users and their use of technology. This role provides support to Benchmark Education's business operations at office in New Rochelle, and for remote employees. A strong skill set in supporting desktop, networking, and applications is required.

Responsibilities

• Handle inbound service requests or incidents reported via phone, chat, e-mail, or ticket system.
• Properly record, classify, and provide initial support for all requests or incidents reported, per standard operating procedures.
• Perform research and follow troubleshooting steps to provide first contact resolution.
• Provide a positive user experience during the duration of any engagements or interactions.
• Provide answers to end users by identifying problems; researching answers; guiding users through corrective steps.
• Ensure resolution confirmation and closure of incidents and service requests.
• Follow up with the end user to provide updates on open issues.
• Track and thoroughly detail technology issues in ticketing system.
• Deploy and set up end users with new equipment or replacement.
• Onboard new company employees with required assets and access.
• Work one on one with end users both in-person and remotely.
• Provision and deprovision accounts.
• Escalate problems (when required) to the appropriate resolving team.
• Track and communicate customer issues through completion.
• Review vendor or third-party software updates, drivers, knowledge bases, and FAQ resources to stay up to date on known issues that may compromise systems' security or stability.
• 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, installing hardware, implementing file backups, and configuring systems and applications.
• Develop documentation to support customers and end users.
• Provide training and guidance to junior members.
• Define/contribute to standard operating procedures for desktop engineers.
• Occasional off-shift and weekend work, as required.
• After hours on-call scheduled rotation, as required.

Requirements

• 3-5 years in IT customer support, technical support, help desk or service desk experience.
• 3-5 years providing IT infrastructure, application, PC and Mac desktop support.
• A Bachelor's degree in Computer Science, Information Technology, or a closely related degree required.
• Relevant industry or vendor certifications (i.e., CompTIA, Microsoft, Apple, Google, HDI, ITIL, etc.) desired.
• Experience with imaging software.
• Knowledge of network security practices and anti-virus programs.
• Experience with scripting (PowerShell, Python, etc.).
• Hands-on experience with Windows/Mac OS environments.
• Proficient with Mac.
• JAMF Admin preferred.
• Must have exceptional customer relations skills and a commitment to excellent customer service.
• Ability to work with non-technical customers to gather business requirements and translate into technical specifications.
• Excellent oral and written communication skills.
• Good analytical and troubleshooting skills with a demonstrated proficiency at problem solving/root cause analysis to identify issues and resolve.

Benefits

• Equal Opportunity Employer