Desktop Support Specialist

2 months ago

Fishkill, New York, United States Tekfortune Inc Full time
Job Title: Desktop Support Engineer

Tekfortune Inc is a leading consulting firm specializing in permanent, contract, and project-based staffing services for top organizations across various industries. In today's fast-paced economic landscape, virtual recruiting and remote work are crucial for the future of work. To address the active project demands and skills gaps, our staffing experts can help you find the best job for you.

Job Summary:

The successful candidate will have the opportunity to:

  • Follow standard Service Desk procedures.
  • Provide exceptional customer support to users through phone, walk-in, and ticket requests.
  • Log all interactions, track and route issues and requests, and document resolutions.
  • Monitor all open tickets to ensure prompt closure and resolution.
  • Identify and escalate situations requiring urgent attention.
  • Escalate tier 2 and 3 issues to the appropriate team(s).
  • Install, configure, maintain, upgrade, and troubleshoot a wide range of hardware and software used in the company.
  • Research inquiries using available information resources.
  • Advise users on appropriate action.
  • Gather metrics on daily/weekly/monthly requests and work.
  • Replace systems (laptop, desktop, and mobile).
  • Purchase new systems and accessories and log data into asset inventory systems or appropriate records while managing local inventory of IT-related equipment. Image new systems using automated technologies (such as SCCM, etc.) and update with needed drivers and patches.
  • Deploy and maintain smartphone fleets.
  • Maintain loaner devices.
  • Assist off-site contractors with hardware maintenance.
  • Travel between sites to provide support as needed (locally and within the US).
  • Install, configure, and support software. Data Center operation support. Provide assistance to other towers. Assist with acquired company integration.
Qualifications:

To be successful in this role, you will need:

  • Minimum Bachelor's Degree with a technical major, such as engineering or computer science, or 2+ years of experience in Help Desk or Desk Side Support positions with a high school diploma.
  • Experience with Cleanroom protocols and procedures (preferred).
Technical Skills:

You will need to have:

  • Experience with IT infrastructure area support - DSS, Multiple Workstation OS (Windows, Mac), Multiple Mobile OS (Android, iOS), Networking, Printing Services, etc.
  • Experience with one or more of the following is a plus: Active Directory, Group Policies, SCCM, IIS, scripting, server HW, Systems Administration/System Engineer Microsoft certification.
  • Familiarity with various computer cabling, printers, document scanners, barcode scanners, projection devices, networking, digital and analog telephony, VoIP, and other office technologies.
Soft Skills:

You will need to possess:

  • Listening skills, verbal communication skills, customer service skills, problem-solving skills, teamwork skills.
  • Ability to understand and speak the language of business. Self-management skills.
Communication:

You will need to effectively interact with both business and technical audiences at multiple levels, including top executive managers, demonstrating a deep understanding of relevant technology, architecture, processes, and practices.

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