Desktop Support Engineer I

We are a successful and growing IT consulting company focused on offering small and medium sized organizations customized hands-on personal service to meet their IT needs. We are looking to add to add a Desktop Engineer I to our team. This is a great opportunity for candidates looking to gain experience and grow within the organization. This position is 3/2 Hybrid and the first 90 days you must work full-time in the office for training.

The qualified candidate will provide support, as needed and working one client at a time and at times two if needed, between our core clients throughout New Jersey and New York City. This is an end-user support position that will focus on desk side IT issues, IT phone support, client IT equipment deployment, and hardware break/fix duties. In addition, the position offers the ability to work from home while monitoring the helpdesk system and answering helpdesk chats.

Job Description: Desktop Engineer I

Position Overview: The primary responsibility of the Desktop Engineer I is to provide technical assistance and support to end-users, ensuring their hardware and software issues are resolved promptly and effectively. This position plays a crucial role in maintaining the organization's IT infrastructure and ensuring smooth day-to-day operations.

Key Responsibilities:

1. End-User Support: Respond to incoming support requests from end-users via various channels (phone, email, or ticketing system). Assist with troubleshooting hardware, software, network, and other IT-related issues. Provide step-by-step guidance and clear explanations to resolve problems.

2. Ticket Management: Accurately document and track all support requests using the ticketing system. Maintain thorough records of each interaction with end-users, including issue description, troubleshooting steps taken, and resolution details.

3. Hardware and Software Configuration: Help with the setup and installation of computer hardware, peripheral devices, and software applications. Ensure proper configuration and functionality to meet end-users' needs.

4. Password Resets and Account Management: Assist end-users with password resets, account creation, and access permissions. Follow established security protocols to ensure data protection and confidentiality.

5. Basic Network Troubleshooting: Perform initial troubleshooting of network connectivity issues and escalate complex network problems to senior IT staff when necessary.

6. Software Updates and Patches: Assist in updating software applications and operating systems on end-users' devices. Collaborate with the IT team to ensure all systems are up to date and secure.

7. Documentation and Knowledge Base: Contribute to the development and maintenance of support documentation, knowledge base articles, and standard operating procedures. Help create user-friendly resources for common issues and FAQs.

8. IT Asset Management: Assist in inventory management of IT assets such as computers, laptops, mobile devices, and peripherals. Keep records of hardware and software licenses, ensuring compliance with licensing agreements.

9. Continuous Learning: Stay up-to-date with the latest technology trends and industry best practices. Participate in training sessions and workshops to improve technical skills and knowledge.

10. Collaboration: Collaborate with other IT team members to resolve complex issues and share knowledge. Work closely with other departments to address IT-related concerns and provide excellent customer service.

Qualifications and Skills:

• Educational Requirements: High school diploma or equivalent. Additional technical certifications or IT-related coursework is a plus.
• Technical Aptitude: Basic understanding of computer hardware, operating systems, software applications, and networking concepts.
• Communication Skills: Strong verbal and written communication skills to interact effectively with end-users and explain technical concepts in a user-friendly manner.
• Problem-Solving: Ability to analyze and troubleshoot technical issues systematically, finding solutions efficiently.
• Customer Service Orientation: A customer-centric approach with a focus on providing a positive support experience to end-users.
• Organizational Skills: Effective time management and ability to prioritize multiple tasks to meet deadlines.
• Team Player: Willingness to collaborate and work as part of a team in a fast-paced environment.
• Adaptability: Ability to learn quickly and adapt to changes in technology and organizational processes.