Position: Desktop Support Engineer
Location: Philadelphia, PA
Hiring: Contract
Job Description:
The Desktop Support Engineer role is to provide a point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers) to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion and provide end-user assistance where required. This is a 100% onsite position
- Install, upgrade, support and troubleshoot Windows 10, Windows 11, Microsoft O365 and any other authorized desktop applications
- Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
- Performs general preventative maintenance tasks on computers, laptops, and any other authorized peripheral equipment
- Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment
- Customize desktop hardware to meet user specifications and site standards
- Performs work in compliance within specified warranty requirements
- Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
- Safely package equipment for branches and arrange for the transport of the equipment
- Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
- When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Tech will escalate the issue/problem to the team lead
- Develop trends by monitoring and analyzing incoming calls, problems and support requests
EXPERIENCE/KNOWLEDGE & SKILLS:
- Excellent technical knowledge of pcs and desktop hardware.
- Working technical knowledge of current protocols, operating systems and standards.
- Ability to operate tools, components and peripheral accessories.
- Imaging tools such as MDT, SCCM
- Windows 10, Windows 11
- Microsoft O365
- Networking, TCP/IP experience
- Working knowledge of Active Directory, remote control tools
- Remote Network connections and troubleshooting such as Citrix or VPN software.
- Professional image and grooming
- Self-confidence and interpersonal skills
- Analytical and problem solving skills
- Good communication (both verbal and written) skills
- Planning and organizing skills
- Good administration management skills
- Strong listening skills
- Able to operate effectively in a team environment with both technical and non-technical team members
- Able to operate with minimal supervision
- Able to manage time effectively, set priorities appropriately, schedule calls
- Able to maintain professional demeanor under stress
- Able to operate within customer standard operating procedures
