Support Engineer I - Desktop/Hardware Support

Practice: ILCS

Position Title: Support Engineer I

Position Location: Decatur, Alabama

Reports to: Lead or Manager

Job Summary:

This position provides high quality solutions to customers to ensure their investment in technology is consistent with their business objectives by deploying, installing, upgrading, troubleshooting, and servicing client hardware/software. The Support Engineer will ensure that customers receive remote and on-site support, resolve all outstanding service issues within the committed response times, escalate any issues as necessary and be responsible for overall customer satisfaction.

This is an onsite role that will require some travel to multiple site locations throughout the work week to support customers. Travel time is paid and mileage is reimbursed.

FLSA Status:

Exempt

Essential Functions:

• Perform product support activities involving installation, upgrading, repair, and preventative maintenance of PC components, printers, and scanners.
• Diagnose and use the appropriate tools to troubleshoot basic PC components, printers, and scanners.
• Be responsible for tracking, monitoring, and providing timely updates and complete documentation for open service incidents to ensure service level standards are met.
• Responsible for client communication (both verbal and electronic) including scheduling, updating of status, and communicating completion of service requests and incidents.
• Engage and work with the Service Desk and System Engineering team to troubleshoot and resolve incidents when appropriate.
• A professional, business-focused attitude and courteous manner towards clients, partners, and peers.
• Ability to work weekends and/or off hours as necessary to meet client's needs.
• Attain appropriate product/vendor certifications to ensure continual growth in knowledge of equipment troubleshooting techniques and methodologies.
• Participate in regular staff meetings and communicate relevant information.
• Provide input to the development and / or enhancement of PDS tech support- and systems admin-related processes and tools.
• Other duties as assigned.
  
  

Required Skills/Abilities/Competencies:

• Excellent verbal and written communication skills.
• Ethical and Critical Thinking.
• Ability to troubleshoot PC hardware/software and printer problems.
• Ability to perform duties with a client-centric attitude. Clients come to us by choice; we have a personal responsibility to maintain our client's loyalty and trust.
• Innovative, team-oriented problem solver.
• Ability to work independently without direct supervision.
• Ability to manage competing priorities in a fast-paced environment.
• Ability to provide detailed and complete documentation related to performance of duties.
• Ability to interact on a "face to face" basis with clients in a professional and courteous manner.
• An aptitude and enthusiasm to effectively adapt to rapidly changing technology and provide technical assistance in delivering and supporting that technology.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.
• Experience troubleshooting and supporting technology hardware products, including PC hardware/software, laptops, and printers.
• Experience with application troubleshooting experience in Microsoft products and tools.
  
  

Education and Experience:

• A degree in an applied technology area such as Information Systems or Engineering is preferred. Equivalent training and experience may be substituted.
• Experience troubleshooting and supporting technology hardware products, including PC hardware/software, laptops, and printers.
• Experience with application troubleshooting experience in Microsoft products and tools.
• Valid driver's license required.
• Comp TIA A is preferred.
• MCP certification desirable.
• Server preferred.
• MCSA certification desirable.
• Other vendor certifications highly desirable.
• Individuals with necessary experience but lacking the requisite credentials will be considered if judged to be able to obtain them within a reasonable timeframe.
  
  

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.