Senior Deskside Support Engineer - Remote / Telecommute

Pay Range: $25.00hr - $30.00hr

Job Overview:

The Deskside Support Engineer ensures that employees remain productive by providing onsite support for hardware, software, applications, installations, and mobile devices while ensuring a positive employee experience. The candidate will act as the face of IT for the organization and offer a personalized experience to the end user. The successful candidate can build upon a positive culture at the location and is a well-versed and educated advocate of improving the end user's IT support experience.

Job Overview:

The Deskside Support Engineer ensures that employees remain productive by providing onsite support for hardware, software, applications, installations, and mobile devices while ensuring a positive employee experience. The candidate will act as the face of IT for the organization and offer a personalized experience to the end user. The successful candidate can build upon a positive culture at the location and is a well-versed and educated advocate of improving the end user's IT support experience. To build a quality end user experience, the Deskside Support Engineer partners with management and vendors daily.

Primary Responsibilities:

The candidate's primary responsibilities include end user facing expertise in providing support for hardware and software issues within end user computer systems (70% MAC and 30% PC), including desktops, laptops, printers, and mobile apps.

• Advanced knowledge and training in configuration, installation, and troubleshooting of desktops (MAC and PC), laptops, printers, and mobile applications.
• Responds to end user product-related questions for all supported hardware, software, and applications.
• Understands, maintains, and outperforms established service levels.
• Analyzes problems to identify problem areas and provide corrective action, recommending solutions to application and account-related issues.
• Utilizes the ServiceNow ticketing tool for task management.

Additional Knowledge & Skills:

• Maintain all necessary certifications to perform required responsibilities in support of specific computer networks, hardware, software, and applications being supported.
• A+ and Network+ certifications preferred at minimum.
• Basic knowledge of networking, Airwatch, SCCM, and Cisco routers and switches.
• The ability to multi-task and handle ever-changing priorities.
• Willingness to learn new skills and work outside of a comfort zone with the end user community.
• Ability to manage individual tasks that may require cross-departmental communication and collaboration.

Requirements:

• 3+ years in a customer-facing deskside support end user computing role.
• Bachelor's Degree in Management Information Systems or Information Technology or equivalent experience required.
• Strong verbal and written communication skills, positive attitude, and engagement with end users.
• Must be flexible and able to work various shifts to include weekends if needed.
• Experience with MAC, Microsoft OS, and Microsoft Office applications.
• Experience with problem-solving in a support-oriented environment.
• Exceptional soft skills and troubleshooting skills.
• Team player with a self-directed work style and the ability to multi-task.