Job Description

JOB SUMMARY : The Desktop Support Engineer performs day-to-day support of Windows based computers, applications, and peripherals, as well as iOS and Android devices for end-users across multiple locations and also assists with basic network administration functions, including Active Directory, Exchange, O365 and other tools which secure workstations and mobile devices. The opportunity to learn many advanced technologies (Exchange Admin Center, Cisco Phone System, O365, In-Tune, SCCM, and many more) allows for technical growth in the position. ESSENTIAL FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions . Acts as the initial point of contact for end-users across multiple locations, communicating in-person, by phone, instant message, or email as necessary. Walks end-users through installing applications and computer peripherals. Asks targeted questions to quickly diagnose problems. Setups and maintains user accounts in Active Directory and Exchange/O365. Setups and maintains both hardware and software-based Cisco IP phones. Evaluates new hardware, software, and other systems which can enhance our environment. Assists in the maintenance of software licensing enterprise wide. Interfaces with internal teams as well as external vendors in support of our systems and software. Creates technical documentation and manuals. Monitors support requests through the internal ticketing system, updating tickets as work is performed for tracking & documentation purposes, and re-routing tickets as necessary. Problem-solving attitude with the ability to give clear technical instructions. Provides excellent customer service while remaining calm, patient, and helping internal uses through technical difficulties. Ability to occasionally work after hours or provide on-call support as needed. MANAGEMENT RESPONSIBILITIES: (NONE) Required Education, Experience And Certificates, Licenses, Registrations 3+ years of experience in desktop support or a similar role Experience with Active Directory, Exchange, and O365 accounts Advanced knowledge of Windows 7, 8.1, & 10 and Microsoft Office 2013, 2016, 2019 & 365 Understanding of basic networking concepts (TCP/IP, DNS, DHCP) Ability to lift heavy objects up to 60 pounds Remote troubleshooting techniques COMPETENCIES Written and verbal communication skills Prioritization Flexible Independent Motivated Detail oriented Assertive Avid learner Problem solver Team player Customer focused TRAVEL: Up to 15%. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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