What are the responsibilities and job description for the Desktop Engineer position at Innovative Information Technologies, Inc?
Title: Desktop Engineer
Location: Scottsdale, AZ Onsite
Duration: Fulltime
Salary: $65,000-$75,000 a year
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Job Description:
Diagnose and troubleshoot technical issues, including account setup, network configuration, software and hardware issues
Deliver hands-on support for a range of hardware including PCs, laptops, and peripherals in a mixed Windows and Mac environment.
Perform network troubleshooting, particularly on VPN connections and wireless configurations, integrating with Zscaler.
Asset management and tracking using ServiceNow (SNOW) for accurate inventory control.
Provide timely resolutions for hardware and software issues, ensuring user satisfaction.
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to internal knowledge bases or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of KB Articles
Maintain good relationships with clients
Technical Experience:
Experience level : 6 8 years of Technical experience in Windows and Mac
Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled.
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Good understanding of computer systems, mobile devices and other tech products
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Familiarity with ITSM tools like ServiceNow for ticket management.
Professional Attributes:
Excellent customer service skills and the ability to communicate effectively with non-technical users.
Self-starter with the ability to work independently and efficiently.
Physical ability to manage IT equipment installations and movements.
Adaptable and flexible to meet varying work schedules and environments.
Salary : $65,000 - $75,000