Service Desk Engineer

Job Summary

Operate, maintain and coordinate an Information Technology Service Desk that provides internal customers with a single point of contact for technical problems. Initiates access to IT provided services, the resolution of IT related problems, inquiries into the status of work in progress, and helps define and coordinate the information systems related training needs of users.

Supports company personnel in utilizing endpoint computer equipment, software, and peripherals, such as a PC, laptops, or printers. Provides support for Office Systems and applications. Maintains supporting documentation.

Job Scope
Supervisory Responsibilities Budgetary Responsibilities

No

No



Principal Duties and Responsibilities

Acquires and maintains knowledge and skills required to support all designated software products employed by Tropical Shipping, working knowledge of all computing platforms and networks installed, and familiarity with business processes using them.
Responsible for taking incoming telephone and/or email inquiries, troubleshooting and diagnosing hardware, software, applications and network problems.
Ensures Service Desk requests are logged, tracked, and followed up with in an appropriate manner, resolved or scheduled for resolution by appropriate IT technical staff in a timely manner. Record and document issues and resolutions with the Helpdesk ticketing application.
Assists users with the completion of service requests, reporting production incidents, and with any IT related questions and inquiries they may have.
Provides support to users remotely or in person. Prepares system documentation.
Sets up and installs endpoint computers, printers, scanners, and other peripherals, upgrading firmware, software, and outdated hardware systems as needed.
Maintains inventory of hardware, software, and peripherals. Create records of repairs and fixes.
Ensures compliance with corporate guidelines for the use and operation of endpoint systems.
Maintains system security and data privacy and protection.
Performs other duties as assigned.
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Minimum Education, Certification, Experience and Physical Requirements
Education and experience minimums can be substituted with any equivalent combination of training and experience
Education

High School Diploma or equivalent.

Experience

Three years PC application support with Service Desk or similar technical customer service background.

License

Valid Local Driver's License and Valid Passport.

Travel

15% travel to both domestic and international Tropical locations.

Physical

Manual dexterity to perform repetitive motion tasks on computer.

Ability to sit 1/3 - 2/3 of day. Ability to work on feet for 1/3 - 2/3 day.

Ability to frequently twist, bend, read, squat, kneel and climb heights up to 15 feet, occasionally must lift and carry up to 50 lbs.

Language

English

Skills, Knowledge and Abilities

Skills in analytical thinking and problem solving.
Skills in oral and written communication.
Skills in reading comprehension.
Skills in planning and organizing.
Skills in follow-up.
Skills in keyboard operations.
Skills in computer data entry.
Skills in interpersonal relations.
Skills in technological research, analysis, and problem-solving.
Skills in Microsoft Office products.
Knowledge of Windows operating systems environment.
Knowledge of computer and telecommunications functionality and operation.
Knowledge of IT industry standards.
Knowledge of cybersecurity practices.
Ability to work independently.
Ability to work under deadline pressure and perform tasks as required.
Ability to work on multiple assignments.
Ability to set priorities, schedule work and work a flexible schedule.
Ability to use a personal computer.
Ability to work extended hours if required.
Ability to work closely with others.
Ability to perform tasks with minimum supervision.
Ability to perform tasks requiring physical effort.
Ability to communicate well both verbally and in writing.
Ability to pay attention to detail.
Ability to type 30 WPM.
26 Items