Desktop Support Engineer

at  iOCO

QUALIFICATIONS REQUIRED:

• A+, N+, (Required)
• MCSE with at least 3 years experience (Required)
• ITIL V3 Foundation (Advantageous)
• Associate degree in Engineering, Computer Science, or other technical disciplines and/or equivalent work experience. (Advantageous)

THE ROLE

We are looking for a dedicated and detail-oriented Desktop Support Engineer to provide desk-side or remote end-user support and service request support. Support will require in-depth knowledge of PC and Apple Hardware, desktop Operating Systems options and settings, and network functionality. In addition, intermediate knowledge of end-user applications is also required.

WHAT YOU’LL DO:

• Maintenance of staff computers & printers and general user support
• Monitor problem ticket work queues and interact with management to provide progress updates and closure notification
• Standard PC/printer break-fix tasks
• Some break-fix tasks related to application-specific requests (i.e. installing in-house developed and vendor-specific software, resetting passwords, etc)
• Monitors and evaluates new network and client desktop products; makes recommendations accordingly.
• Answer help desk calls as needed, provide user support remotely as needed, and escalate service tickets to higher-tier technicians when appropriate
• Provide application-level support for standard Microsoft applications as well as application tools deployed on desktops and laptops
• First line Support of various in-house developed applications
• Re-installation of PC’s, up to and including OS-level installs, application installs, execution of local scripts, and physical deployment of hardware
• Support and follow through of all requests that cannot be resolved remotely where a 3rd party vendor needs to do a site visit
• Solid understanding of Mobile device connectivity