Technical Support Specialist

3 weeks ago

Henrico, United States Eastern Data, Inc. Full time

**On-Site Service Desk Engineer**
**Classification**

Non-Exempt

**Reports to**

Service Desk Manager

**JOB DESCRIPTION______________**

**Summary/Objective**

The Service Desk Engineer is an engineer role responsible for providing technical support and desk
- side assistance to our client end users. You will be responsible for receiving user inquiries and issues in the form of service tickets and in-person requests using your expertise to determine the root cause of incidents. You will install, configure, troubleshoot, diagnose, and resolve issues with PC’s, laptops, mobile devices, network connectivity, printers, and other peripheral devices.

**Goal**

Foster client relationships by delivering services that exceed client expectations.

**Essential Functions**

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Self-motivated with the ability to work in a corporate environment.

2. Demonstrates ability to work independently.

3. Utilize remote access desktop software to assist users.

4. Resolve general desktop issues related to lockups, account access, general configuration performance, files recovery and profile issues.

5. Work with hardware and software vendors to facilitate vendor related, warranty, and “3rd party maintenance” issue resolutions.

6. Troubleshoot desktop, monitor, general printer and other peripheral and device related hardware issues.

8. Troubleshoot basic network issues including internet, browser, physical connections, wireless, network devices, and general connectivity issues.

9. Ensure that client issues are solved in a timely fashion and service level expectations are met by escalating assigned tickets according to the established escalation policy.

10. Follow established procedure for ordering desktop and peripheral parts and replacements requested by the client.

11. Demonstrates the ability to collaborate with colleagues remotely to troubleshoot and resolve issues as they arise.

12. Create and maintain client network map.

13. Ensure security/technical risks are identified, communicated, and mitigated.

14. Update service tickets to reflect appropriate statuses with thorough documentation of problems, analysis, and activity resolution.

**Additional Duties and Responsibilities**
- Responsible for entering time and expenses.
- Provide regular status updates on issues and activities to supervisor and team members as required.
- Escalate support issues to Tier-II, Field Engineer, or Service Desk Manager as required.
- Communicate progress of escalated issues to customers.
- Document internal processes and procedures within internal knowledge base.
- Maintain professional appearance and conduct.
- Conduct day-to-day responsibilities with integrity and honesty.

**Competencies - Knowledge, Skills, and/or Abilities Required**
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The_
- requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable_
- accommodation may be made to enable individuals with disabilities to perform essential functions._
- Strong organizational, time management, and customer service skills.
- Interpersonal skills: such as telephony, communication, active listening, and customer-care.
- Ability to multi-task and adapt to changes quickly.
- Awareness of all organization’s key IT services.
- Demonstrate self-motivation and self-discipline.
- Effectively communicate technical concepts to non-technical clients.
- Maintain a level head and professional conduct in stressful situations.

**Work Environment**

This job operates in a corporate office environment with a professional business dress code. This role routinely uses standard office equipment such as computers, scanners, printers, phones, photocopiers, filing cabinets, and fax machines.

**Physical Demands**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk; use hands to manipulate, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 25 pounds and occasionally lift and move up to 50 pounds.

**Position Type / Expected Hours of Work**

This position is a full-time position supporting the needs of one client. Evening and weekend work may be required as job duties demand.

**Required Education and Experience**

1. Graduation from high school or GED equivalent

2. 3-5 years of Help-Desk Experience

3. Experience in a customer service-related capacity

4. Knowledge of IT infrastructure and equipment. (PC's, Servers, Switches, Routers etc.)

5. C

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