Desktop Engineer II
3 weeks ago
Role: Desktop Engineer II
Type: Contract
Contract Duration: 6-month contract to a permanent
Contract Location: West Hartford, CT (day 1 onsite)
POSITION SUMMARY:
Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop, or peripherals.
Able to resolve local area networking issues to ensure connectivity to the corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents.
Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.
POSITION DUTIES AND RESPONSIBILITIES:
Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals.
This includes the following activities:
Correcting hardware problems with supported desktops, laptops, and peripherals by coordinating support with OEM vendors.
Managing returns on warranted parts and systems
Packaging and shipping replacement parts to customers
Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers
May lead the development of information technology and infrastructure projects
Installing, supporting, and troubleshooting approved desktop software
Performing planned maintenance, moves, adds and changes
Provide support services to employees with technical problems and information technology issues involving desktop, laptops, mobile devices, and network services from local personnel or from employees using network remote access (VPN)
Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
Creating and maintaining images for standard systems
Recommends hardware and software solutions, including new acquisitions and upgrades
Demonstrates good judgment in selecting methods and techniques for obtaining solutions
Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
Troubleshooting and resolving intermediate LAN connectivity incidents
Ability to work on call after hours as required
Communicate effectively with multiple customers and co-workers.
This includes the following activities:
Consulting with the Service Desk on support calls
Able to communicate highly technical information to both technical and non-technical personnel
Experience using ServiceNow ITSM Ticketing Application
Providing Case status updates to management and end-users
Providing phone support and diagnostics to remote customers
Participating in training programs designed to educate customers about basic and specialized applications
Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support
Assess day-to-day activities to minimize customer down-time and ensure customer satisfaction
Analyzes problem trends and develops ideas to achieve problem resolution
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
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