Help Desk Engineer

Summary:

Starfish Computer Corporation’s Help Desk Engineer (Level 1) provides direct end-user support for client issues by troubleshooting and applying knowledge via helpdesk calls, service board tickets and email requests. The Help Desk Engineer (Level 1), supports end-users with software and hardware issues, and also performs maintenance and upgrades to clients’ LAN, WAN, wired and wireless computer networks. Furthermore, the role installs and tests email/user accounts, sets up laptops/desktops and installs/upgrades software.

Job Functions & Responsibilities:

• Perform network monitoring diagnostics, proactive and preventative maintenance to ensure that network systems are operational and running at peak performance
• Maintain proper documentation of systems, licensing and applications
• Record and document work completed and in-progress; assist in updating network documentation to record installations, upgrades, configurations, etc.
• After hours support rotation
• Follow standard operating procedures for day-to-day activities

General Requirements & Information:

• Maintain an up-to-date knowledge of rapidly changing computer network technology
• Experience troubleshooting software and hardware issues
• Perform network management activities
• Support and troubleshoot firewalls
• Solid hands-on experience in a client environment
• Ability to write clear and concise documentation of what you did during a repair or implementation
• Strong oral and written communication skills
• Organized and can self-manage with minimal oversight
• Possess the willingness to continually gain knowledge of new technology and use cases
• Possess knowledge of technical terms in the information technology industry, and be able to communicate professionally, clearly and concisely with a diverse group of people who may not know technical terms
• Local client site travel is required