Field Desktop Support Specialist

7 days ago

Philadelphia, Pennsylvania, United States Forhyre Full time
Job Overview

We are seeking a dedicated Onsite Desktop Support Engineer to deliver exceptional technical support to our clients. Your role will involve assisting with the installation, upgrading, and troubleshooting of hardware and software systems.

If you possess strong technical skills and enjoy helping end users, we would like to connect with you. Success in this position requires a problem-solving mindset and the ability to communicate technical instructions clearly.

Familiarity with remote troubleshooting methods is also essential.

Ultimately, your goal will be to provide prompt and accurate customer service, enhancing client satisfaction.

Note:

U.S. citizens and those authorized to work in the U.S. are encouraged to apply. Sponsorship is not available at this time.

This position may require onsite presence and travel to various project or client locations.

Key Responsibilities
  • Serve as the primary contact for local office end users, providing support and maintenance within the desktop and laptop computing environment.
  • Install, diagnose, repair, maintain, and upgrade all hardware and equipment, including PCs, terminals, printers, and scanners, to ensure optimal workstation performance.
  • Address problem areas in person in a timely and accurate manner, providing end-user assistance as needed.
  • Monitor incident queues for requests that require resolution.
  • Escalate issues to the L3 team or vendors when additional assistance is necessary.
  • Isolate system issues, diagnose standard software problems, and report hardware issues to the appropriate vendors.
  • Prioritize tasks based on the impact and urgency of tickets.
  • Ensure compliance with client policies and guidelines, including desktop/laptop naming conventions and disposal procedures.
  • Coordinate with the asset management team for open tickets requiring spare parts and accessories.
  • Manage the incident lifecycle, documenting work notes, attaching relevant knowledge, and detailing incident resolutions.
  • Fulfill service requests as necessary.
  • Track and report the status of IMAC requests.
  • Verify the completion of IMACs.
  • Facilitate end-user equipment installations, moves, and changes (IMAC) requests.
  • Install new or enhanced hardware, software, peripherals, and configurations.
  • Assist with user data transfers as needed.
  • Provide hardware support for desktops, laptops (Windows/Mac), thin clients (Windows and Linux), printers, and scanners.
  • Manage hardware imaging, deployment, and repair services.
  • When de-installing equipment, ensure proper data erasure and disposal, update asset tracking systems, and prepare equipment for collection and disposal.
  • Assist the asset management team with new installations and physical verification activities.
  • Replace consumables for network printers and report issues to the appropriate vendor.
  • Provide VIP support (white glove service).
  • Manage inventory and labeling of devices within the client office environment.
  • Handle shipping and receiving requests for the movement of end devices within the client office.
Qualifications
  • Proven experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.
  • Hands-on experience with Windows, Linux, and Mac OS environments.
  • Working knowledge of office automation products and computer peripherals, such as printers and scanners.
  • Understanding of network security practices and anti-virus programs.
  • Ability to perform remote troubleshooting and provide clear instructions.
  • Excellent problem-solving and multitasking abilities.
  • Customer-oriented attitude.
  • No minimum educational qualification required, as long as you have relevant experience.

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