Desktop Support Engineer - DeRisk Services

Duties & Responsibilities:

Provide support on the Client Windows platform, for desktop/end-user technologies, collaboration tools, and mobile technologies and printing, this includes laptop/mobile devices, video conferencing, and network/remote access this position works collaboratively with the Service Desk for end-user break/fix and other support functions.

Duties shall include, but not be limited to:

• Diagnosing and troubleshooting desktop system, printer, and operating problems
• Consulting and instructing users on hardware and software questions/issues
• Collaborate with other IT Services Data Center and Network Infrastructure teams
• Install, maintain, and upgrade equipment and its associated infrastructure

• Runs diagnostic tests to isolate system problems as well as proactive activities
• Operating Systems Windows, OS-X
• MS Office (Windows and knowledge of Mac) software
• Experience with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, VNC
• Hands-on experience removing viruses and spyware using various tools (Windows)
• Identifies, researches, and resolves technical problems including forming an RCA
• Responds to telephone calls, emails, service tickets, and dispatched requests for technical support
• Documents, tracks, and monitors the problem to ensure a timely resolution within an affected SLA window

Requirements

• Excellent written and verbal communication and customer service skills with proven ability to work in fast-paced environments
• Commercial experience in an IT support technician role that includes 2 years of technical support experience in a hybrid Windows and MAC environment
• Experience in working with a helpdesk operation, including Windows and Mac clients
• 2 years Experience with mobile applications/products including iPhone, iPad, and Android Platforms Expertise in iPad / iPhone
• Self-starter that can collaborate actively with others in a cross-functional team

• Proven attention to detail and high standards for quality
• Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
• Skilled in documenting written troubleshooting steps and instructions
• Business professional attire

Base Skill Set:

• A+ Certification or equivalent experience
• Good working knowledge of Active Directory
• 2 years plus experience providing technical support in a fast-paced and constantly changing environment up to the executive management level.

• Excellent customer service and communication skills including providing VIP support
• Experience supporting large Windows-based environments to desktop level with emphasis on Win 7 OS/office 2010 as well as Win 8 and O365
• Advanced knowledge of Microsoft Office suite of applications
• Support of End Users for video conferencing units.
• Support of mobile devices