L2 Deskside Support Tech - Albans, VT

Deskside (L2) Support aka Customer Service Engineer
(Contract-to-Hire)

Job Summary:
The Customer Service Engineer is responsible for providing technical support and performing repairs on various technology-based products within an end-user computing environment. This role involves both hardware and software troubleshooting and support, either in-person or remotely, for corporate environments.
Key Responsibilities:

• Perform troubleshooting and repairs for PCs, desktops, laptops, tablets, and printers.
• Provide deskside or remote support for end-users, including client-identified VIPs.
• Handle Install/Move/Add/Change (IMAC) requests such as setting up new PC equipment and assisting with end-user deskside support.
• Reimage, update, and install software packages using SCCM, including deploying Windows updates.
• Manage tasks related to Active Directory, such as user deletion and password resets.
• Maintain effective communication with end-users, providing timely updates on repair status and time estimates.
• Utilize the ServiceNow ticketing system to manage and resolve support requests.
• Adhere to established service operations policies and meet customer service satisfaction metrics.
• Perform additional duties as assigned, including staying up-to-date on required certifications.

Job Requirements:

• Experience:
  • 2-4 years of in-person desktop support, with a preference for experience in large to enterprise-size environments.
  • Experience working in a corporate setting with 200+ end-users.
  • Experience with ticketing systems like ServiceNow.
• Technical Skills:
  • Proficient in troubleshooting and repairing both hardware and software in end-user environments.
  • Experience with Active Directory and SCCM (System Center Configuration Manager).
  • Knowledge of ITIL methodologies is beneficial.
  • A+ certification is preferred but not required.
• Education & Certifications:
  • Technical school certification or equivalent experience (2-4 years of relevant experience).
  • Must maintain OEM certifications as required by management.
  • Additional customer-specific certifications may be required.
• Physical Requirements:
  • Ability to lift and move computer equipment weighing up to 50 lbs.
  • Must own a basic repair toolkit.

Work Schedule:

• Full-time, 40 hours per week.
• Monday-Friday, 8 AM - 5 PM.
• Must be willing to work onsite.

Skills:

• Strong communication and interpersonal skills, both oral and written.
• Ability to follow processes and instructions with minimal supervision.
• Excellent customer service and problem-solving skills.

Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Visit to contact us if you are an individual with a disability and require accommodation in the application process.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.