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GENERAL SUMMARY OF POSITION:

The Desktop Support Engineer is involved in all aspects of computer support Services (Mac/Windows), resolving

hardware and software problems in a multiple platform environment.

MAJOR RESPONSIBILITIES:

• Under the direction of the Manager of  PC Services, provides second level support to end users
• Review and advise company’s standard PC hardware platforms
• Review and advise company’s standard PC software suite
• Implement and maintain  the configuration of the PC Software
• Maintain and repair PC hardware
• Makes critical business decisions daily with minimal supervision
• Acknowledge and resolve user service requests utilizing the service request management system
• Broad application of standard principles, concepts and techniques, including working knowledge of related fields, toward the identification and resolution of user problems
• Provide resolution to a diverse range of complex problems
• Frequently interacts with all other areas of Information Services, and external customers as necessary
• Escalates more difficult user issues as appropriate
• Preparation and presentation of troubleshooting documentation via Help Desk FAQs
• Performs other duties and responsibilities as required.

REQUIRED QUALIFICATIONS:

• Some College education or formal training
• 3-5 years of related experience
• Excellent oral and written communication skills
• Travel to off-site locations required.

PREFERRED QUALIFICATIONS:

• ACMT or other Apple Certification
• MCDST or other Microsoft Certification
• Scrum/Agile experience
• Casper/SCCM/McAfee/Office 365 experience
• Customer Service/Negotiation skills
• Corporate and/or Higher-Ed experience