Onsite Desktop Support Engineer

Forhyre.com - Phoenix, AZ

Full-time

Phoenix, AZ

About the position

The Onsite Desktop Support Engineer is responsible for providing technical assistance to clients by installing, upgrading, and troubleshooting hardware and software systems. This role requires a problem-solving attitude and the ability to deliver clear technical instructions to end users, ensuring prompt and accurate customer service to enhance client satisfaction.

Responsibilities

• Provide a single point of contact for local office end users to receive support and maintenance within the desktop and laptop computing environment.
• Install, diagnose, repair, maintain, and upgrade all hardware and equipment to ensure efficient workstation performance.
• Solve problem areas in person in a timely and accurate fashion and provide end-user assistance where required.
• Monitor queues for incidents or requests that require resolution.
• Escalate to L3 team or vendors in case assistance is required to resolve any issue.
• Isolate system issues, diagnose standard software issues, and report hardware issues to respective vendors.
• Prioritize work based on the impact and urgency of the ticket.
• Maintain compliance with client policies and guidelines regarding desktop/laptop naming conventions and disposal procedures.
• Coordinate with the asset management team for open tickets requiring spares and accessories.
• Document work notes, attach relevant knowledge, and detail incident resolution for incident lifecycle management.
• Fulfill service requests where necessary and track the status of IMAC requests.
• Verify completion of IMACs and enable end user/equipment installs, moves, and changes (IMAC) requests.
• Install new or enhanced functions or features including hardware, software, peripherals, and configurations.
• Perform user data transfers on a need basis and provide hardware support to desktops, laptops, thin clients, printers, and scanners.
• Manage hardware imaging, deployment, and repair services.
• De-install equipment, erase data, and update the asset tracking system accordingly.
• Assist the asset management team with physical verification activities and inventory management.
• Provide VIP support and handle shipping and receiving requests for end devices.

Requirements

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.
• Hands-on experience with Windows/Linux/Mac OS environments.
• Working knowledge of office automation products and computer peripherals, like printers and scanners.
• Knowledge of network security practices and anti-virus programs.
• Ability to perform remote troubleshooting and provide clear instructions.
• Excellent problem-solving and multitasking skills.
• Customer-oriented attitude.