Description
Title: Desktop Support
Location: Dallas, TX (downtown)
Duration: 10 months +
Rate: $22/hr. w2
Number of Positions: 1
Years of experience: 2+
We are looking for a strong Desktop Support Engineer! Must have recent experience going to end users desks (including Executives) and supporting their IT needs. Must be well versed troubleshooting/supporting Excel documents as this is the tool used for tracking data by most of the company.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Primarily focused on Windows 10 image testing and analysis.
- Provide remote and desk side assistance to technical staff as well as end-users to resolve incidents within SLAs. Identify persistent problems and recurring failures in the environment and drive them to resolution by working with the appropriate IT teams and product owners.
- Follow structured process for desktop image development for both physical and virtual
- desktop environments. Annotate any needed changes and bring up to management.
- Ensure all work is supported by appropriate documentation (incident, problem, and service request or project tickets).
- Coordinate updates to images with desktop support teams and change management organization.
- Test desk-side solutions, (software/hardware), to validate functionality and usability; coordinate with IT department on integration and performance testing; coordinate with users/clients on user testing.
- Use analytical skills to troubleshoot client hardware issues: desktops, laptops, mobile devices, and printers.
- Document troubleshooting steps,
- Document all customer communications in each incident. Follow-up with all customers prior to closing incidents and service requests to ensure a superior customer experience.
MINIMUM REQUIREMENTS:
- 5+ years desktop support experience
- Well versed in supporting Excel documents
- SCCM experience
- Windows 10
- Experience supporting Executive level end users
PREFERRED SKILLS/EXPERIENCE:
- Troubleshooting software and hardware issues.
- Exceptional interpersonal, written and verbal communication skills.
- Strong organizational, problem-solving and analytical skills, with the ability to manage multiple priorities.
- Familiar with the latest mobile devices and iOS/Android operating systems and their enhanced capabilities. Also familiar with both PC hardware and software platforms including desktops, laptops, tablets, mobile phones, IP phones, etc.
- Experience with maintaining tasks and documenting trouble issues using web-based software tools such as ServiceNow, Asana, or similar.