Service Desk Engineer II

4 weeks ago

Georgetown, United States Virtual Full time
Position Summary The Service Desk Engineer provides technical support and assistance to end-users regarding computer systems, hardware, software, and network issues. They are responsible for diagnosing and resolving technical problems, providing guidance on IT-related inquiries, and ensuring prompt resolution of service requests. Additionally, they contribute to the maintenance of IT documentation, collaborate with other technical teams to address complex issues, and participate in continuous improvement initiatives to enhance service delivery. Strong technical proficiency, excellent communication skills, and a customer-centric approach to problem-solving. Position Responsibilities:
  • Provide comprehensive support for Microsoft Windows systems, including servers, workstations, and associated components.
  • Administer, install, configure, troubleshoot, and service computers, scanners, and peripherals.
  • Review account access requests from authorized personnel and verify the appropriateness of access levels based on job roles and responsibilities. Configure, maintain, and remove user accounts, permissions, and security settings according to established policies and procedures.
  • Handle desktop/laptop deployments and maintain inventory control with asset accountability.
  • Deliver first-level help desk support for daily technical issues related to users and network systems.
  • Maintain documentation, end user training, procedures and works, ensuring accuracy, completeness, and system usage optimization.
  • Develop strategies to enhance system efficiency and collaborate with tech teams to resolve complex issues.
  • Provide guidance on IT support issues and keep staff informed.
  • Independently troubleshoot and resolve IT support issues while adhering to standard operating processes.
  • Prioritize, document, and resolve end user help requests and incidents.
  • Analyze IT incident reports to identify trends and implement improvements.
  • Support remote access solutions and communicate with customers regarding incident progress or changes.
  • Enhance customer service and satisfaction through effective communication and problem-solving.
  • Ensure compliance with all company policies and procedures.
  • Perform additional duties as assigned to contribute to the overall success of the company, its clients, and the work environment.
Essential Skills and Experience:      
      Education
  • Bachelor’s degree in information technology and/or 2 to 5 years of related experience.

      Training
  • Microsoft Certified Professional (MCP)

      Skills
  • Self-motivated with excellent time management, organizational, analytical, and interpersonal skills
  • Customer Focus
  • Problem Solving
  • Good oral & written communication skills

      Experience
  • Experience with Exchange 365, Active Directory, Azure
  • Proficient in supporting and troubleshooting various operating systems, including Windows, macOS, and Linux distributions. Familiarity with system installation, configuration, and administration tasks.
  • Extensive understanding of computer hardware components such as CPUs, RAM, motherboards, hard drives, and peripherals. Capable of diagnosing hardware issues and performing repairs or replacements when necessary.
  • Proficient in setting up and supporting remote access solutions such as virtual private networks (VPNs), remote desktop services, and remote assistance tools. Knowledgeable about secure remote access configurations and best practices.
  • Experience in supporting smartphones, scanners, tablets, and other mobile devices across different platforms (e.g., iOS, Android). Proficient in configuring email, installing applications, and troubleshooting common mobile device issues.

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