Desktop Support Engineer

Desktop Support Engineer (IT Operations Technician)

Employment Type: Full Time Employee

Location: Sparks, Nevada (Mandatory Onsite 5 days Work from Office)

Travel Requirements: Occasional Travel to Winnemucca, Nevada

Responsibilities:

• Provide end-to-end user support and manage all IT related incidents for Desktop, Mobile, Network, IP Telephony, Software, and Security
• Act as escalation point and track progress for non-Desktop and Mobile related incidents
• Accurately diagnose and resolve incidents for Desktop, Mobile, and Software related incidents
• Fulfill requests for new hardware and software including imaging, configuration, setup, and installation for all end-user IT requests
• Control Inventory Management for Desktop and Mobile related Hardware
• Diagnose and resolve network and workgroup printer related issues
• Diagnose and resolve client access issues related to network access and MFA
• Upkeep, design, and implementation of proprietary client software and applications
• Provide front line support to over 2500 business professionals
• Coordinate with client to determine appropriate hardware and software needs for end users
• Log, resolve and/or track progress of all incidents and service requests reported to IT Support

Required Knowledge and Qualifications/Skills:

• 1 to 3 years technical support experience in Desktop Support
• 1 to 3 years technical support experience supporting any of the following: internet, network, hardware, software.
• Excellent customer service skills.
• Good communications skills both written and verbal
• Proficient with Windows 11 Operating Systems
• Proficient with Microsoft Office Application Suite
• Proficient with Office 365 Application and cloud-based applications (i.e. Azure, Intune).
• Basic understanding of TCP/IP networking
• 1 to 2 years of experience with network printers
• 1 to 2 years of experience working in a team environment
• 1 to 2 years of experience with a computer imaging solution
• Strong Hardware and Software problem solving skills

Preferred Professional Experience and/or Educational Designation/Certification:

• Undergraduate degree or diploma, preferable in a technical discipline or equivalent and relevant work experience
• Certification in A and/or Network or equivalent would be considered an asset
• Experience with Incident Management solutions, preferably ServiceNow
• Basic understanding of modern endpoint detection and response tools.
• 1 to 3 years of experience with Smartphones, particularly, Apple IOS device
• Experience with MFA technologies
• A team member who takes ownership of every client interaction and is accountable for effective outcomes beyond that interaction.
• A professional that demonstrates empathy by listening to understand the client’s unique support needs and situations, in order to communicate in a clear, honest, and genuine way
• A team member who collaborates to get things done by leveraging their own and each other’s talents
• A team member who willingly adapts to meet the changing needs of our clients
• A team member who proactively seeks to make things better