Desktop Engineer

Role: Desktop support

Location: Akron, OH (Onsite)

Job Type: Full Time

Job Description:

Roles and Responsibilities:

• Support Technical Walk Up Desk and help end users with their issues with PC, Laptopand Mobile equipment
• Monitoring the queues in ITSM tool (ServiceNow, etc) for any open, unassigned and pending tickets / requests and ensuring that all the work is complete within defined SLA’s. Provide standard break-fix support for End user hardware (Desktops, Laptops, Workstations, Mobile workstations, Telephony devices, etc) and coordinating with OEM where the issues cannot be fixed locally without voiding the warranty.
• Troubleshooting and resolving software issues for applications used in client environment which includes install, reinstall or delete.
• Assisting the end users for any support related to Audio / Video / Conferencing devices during the meetings / conferences and proactively monitoring these devices and providing health reports.
• Coordinating with third party vendors (DELL, HP, Xerox, Microsoft, Polycom, etc) for break fix and configuration issues.
• Coordinating and performing office moves for individuals or departments when requested by the client.
• Managing and monitoring the stock rooms.
• Providing standard IMACD and break fix support for in-scope devices and services. Answering the how to queries of end users.
• Performing the PC refreshes and new installs as per the policies and procedures agreed with client. Owning end to end responsibility including preparing new machine, copying data, installing applications, testing of new machine with user, wiping the old machines, retiring / bringing back the old machines to stockroom, etc.
• Provide basic troubleshooting and configuration assistance regarding mobile phones to the end users.
• Manage communication with stakeholders and IT Management
• Timely and successful completion of Software, Back office and deskside deliverables
• Meet or exceed service levels, as applicable and other performance standards
• Interact and coordinate with the key stakeholders (Customer and Internal)
• Liaison, interact and review project status with management
• Knowledge retention and knowledge management
• Responsible for the service levels and maintain optimum performance within the team
• Innovation and operational excellence in the service delivery. Automate and implement standard processes
• Identify best practices and implement the same
• Handling conflicts and escalations
• Ensure Customer satisfaction
• Understand the requirements and engage all stakeholders
• Prepare/verify documentation of important process/activities
• Interacts with customers/users on operational aspects of project related to solution/service delivery, issues etc.
• Ensures quality of requirement analysis, design, development and overall solutions and service being delivered

Must have skills:

• Understanding of IT infrastructure
• Ability to understand basic network infrastructure
• Good understanding of Microsoft Windows OS family
• Ability to troubleshoot desktop, laptops, printers, WiFi and Audio / Video and conferencing devices
• End User Computing device lifecycle management
• Knowledge of image deployment on desktop and laptops using various tools like SCCM, MDT, Ghost, etc.
• Experience of working on application deployment tools such as SCCM and Intune
• Good understanding of desktop and laptop configuration (L2 and above)
• Basic understanding of network devices like cisco switch, routers and Wireless Access Points.
• Understanding of VPN setup
• Experience of working with different vendors
• Knowledge of MS Office and other standard software

Good-to-Have:

• Microsoft certifications
• CompTIA A+
• DELL / HP Hardware certifications
• Scripting knowledge
• ITIL processes and framework knowledge
• A valid driving license and own car.