Service Desk Engineer

4 weeks ago

Greensburg, Pennsylvania, United States Talogy, Inc. Full time
About the Role

The Service Desk Engineer plays a critical role in ensuring the smooth operation of Talogy's IT infrastructure, enabling staff to work efficiently and effectively. This involves ensuring that staff have the necessary equipment, software, access, and training to perform their duties, and that issues are resolved quickly and effectively.

Key Responsibilities
  • Respond to all helpdesk queries in a timely and effective manner.
  • Ensure that all issues are pursued to resolution and escalated where appropriate.
  • Provide a high standard of service and excellent communication to internal clients.
  • Provide support both locally and as part of a wider global team.
  • Build, install, configure PCs, and perform software upgrades.
  • Diagnose, troubleshoot, and resolve or escalate PC, networking, OS, application, printing, and other issues.
  • Carry out appropriate testing processes prior to deploying hardware or software.
  • Work with appropriate departments in the implementation of large-scale solutions across an international organization.
  • Ensure that all users and devices comply with Talogy's security policies and procedures.
  • Create and maintain technical and problem/resolution documentation, asset inventory, etc.
  • Contribute to process and service improvement initiatives.
  • Ensure that the asset management system is kept up to date at all times.
  • Perform other ad-hoc duties as assigned.
Requirements
  • Strong experience troubleshooting Microsoft Windows systems.
  • Good skills with Office 2016 and the Office 365 applications and environment.
  • Knowledge of basic network operation including Wireless Networking, Ethernet, and TCP/IP fundamentals.
  • Understanding of print functions and experience troubleshooting printing issues.
  • Experience in assisting remote users across multiple time zones.
  • Knowledge of VOIP phone systems.
  • Excellent diagnostic ability.
  • Ability to communicate effectively and courteously with staff and clients.
  • Previous experience in a support/helpdesk environment.
  • Ability to multitask, manage tasks and time effectively, and stay well organized in a fast-paced environment.
Behavioral Competency Requirements
  • Understanding and Supporting People
    • Communication: Asks questions to verify own understanding. Conveys ideas and information clearly. Tailors content to make it relevant for the intended audience. Checks to ensure messages have been understood.
    • Building Relationships: Seeks out relevant contacts. Interacts with others in a respectful way. Leverages shared interests to build relationships. Tries to maintain a network of contacts.
    • Teamwork: Offers to help others with their work. Openly shares relevant knowledge, expertise, and information. Respects others' talents, expertise, and contributions. Collaborates with others to achieve common goals.
  • Evaluating and Influencing Change
    • Critical Thinking: Evaluates evidence and information for accuracy, relevance, and importance. Identifies assumptions and inconsistencies by asking the right questions. Provides evidence and reasoning to support conclusions and decisions. Focuses on the facts and evidence available.
    • Learning Agility: Applies skills/experiences/lessons learned to new contexts. Suggests different approaches when initial efforts fail. Learns quickly when facing new issues. Applies principles and rules of thumb acquired through experience to effectively navigate new and challenging situations.
    • Problem Solving: Seeks to understand issues at the core of problems. Gathers information about problems and challenges. Suggests appropriate actions. Shows awareness of the benefits and drawbacks of solutions.
  • Driving and Delivering Quality
    • Personal Development: Reflects objectively on experiences and past performance for lessons learned. Recognizes own development needs and identifies how these can be addressed. Seeks out feedback and new experiences to learn from. Practices new skills and approaches when given the opportunity.
    • Prioritizing and Planning: Prioritizes tasks and assignments with direction from supervisor. Uses an orderly and structured approach to work. Follows set plans to achieve objectives. Informs supervisor of priorities and commitments.
    • Quality Focus: Takes a thorough and detailed approach to work tasks. Checks own work carefully to ensure quality, accuracy, and completeness. Strives for top-quality performance in all work assignments. Detects mistakes and inconsistencies as they arise.
    • Self-Sufficiency: Works independently to try to find solutions. Resolves problems through resourcefulness. Recognizes when it's appropriate to escalate issues. Reaches out for help when task, problem, or situation exceeds own ability, or potential negative consequences are possible.

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