Job Title: Desktop Support Engineer

Job Location: Austin, TX (Hybrid - 2 Days a week onsite)

Job Description

This position will help provide technical assistance to our customers. You will help install, upgrade and
troubleshoot hardware and software systems. Your primary responsibilities will be in Incident and Problem
Managements. This position will be working with 1 the End User Compute Engineering team which is
responsible for creation and deployment of packages and images to all workstations, laptops, and tablets using SCCM 2.

The worker will perform these Tasks: Address user tickets regarding hardware, software, and networking issues on end-user devices
Walk customers through installing applications and computer peripherals
Ask targeted questions to diagnose problems
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting
Test alternative pathways until you resolve an issue
Record technical issues and solutions in logs
Direct unresolved issues to the next level of support personnel
Follow up with clients to ensure their systems are functional
Report customer feedback and potential product requests
Help create technical documentation and manuals
Create Knowledge Area Articles (KAs) to increase resolution on Level 1
Monitor performance metrics to ensure all metrics are met
Build relationships with L1/L2 and other technical teams
Identify opportunities for continual service improvement
Identify and resolve problems