What are the responsibilities and job description for the Desktop Support Engineer position at Jobs via Dice?
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JD and Qualifications below:
Qualifications
JD and Qualifications below:
Qualifications
- 8 years of hands on IT Helpdesk & Desktop experience required
- Be able to communicate effectively in both verbal and written communications
- Must be confident in your technical abilities and be able to communicate effectively with a non-technical end user community
- High energy and ability to work independently in a very fast growth environment
- Comfortable wearing Personal Protective Equipment when required to support systems located in labs
- Extensive knowledge and hands-on experience with Microsoft and Apple operating systems, desktop/laptop deployment and imaging solutions, G-Suite and MS Office
- Ability to effectively and efficiently troubleshoot hardware and software issues
- Solid understanding of networking, and its use in a typical corporate environment (e.g. TCP/IP, DNS, DHCP, VPN)
- Excellent customer service skills
- Experience supporting mobile devices in a corporate setting
- Previous experience with a mid-sized (2000) person international company
- Self-sufficient, self-managed, self-motivated, must be effective working independently
- Ability to work within a team of technicians and support analysts
- Familiarity with IT Service Management and ITIL concepts and processes
- Must have good people skills, working directly with end users both in person and on the phone and zoom
- HDI Support Center Analyst or Desktop Support Technician certifications a plus
- ITIL Foundations Certificate a plus
- Troubleshoot Mac and Windows hardware, operating systems and software, and mobile devices
- Ensure that all issues and requests are documented accurately in the IT ticketing system
- Monitor and triage incoming tickets in the IT Helpdesk Ticket Queue
- Provide timely response to all issues, update internal customers on status, solicit additional information, if needed, and troubleshoot issues or fulfill requests
- Monitor inbound support channels, (ticket queues, Slack support channels, etc) and provide timely IT customer support
- Research technical solutions in department-specific applications
- Follow up with end users, provide feedback, and see issues and requests through to resolution
- Support multiple Twist locations and must be versed in providing remote support
- Participate in a rotation to provide after-hours/weekend on-call coverage
- Adhere to service-level agreements
- Assist with Major Incidents as required, including sending employee communications
- Participate in projects
- Assist with the procurement and lifecycle management of physical assets and software licenses
- Document procedures and develop end-user instructions
- Responsible for the overall management and administration of all client assets including desktops, laptops, printers and mobile devices.
- Some travel may be required