Desktop Support – Brooklyn, NY

Principal Duties and Responsibilities: – Responsible for day to day technical support and timely resolution of end-users desktop related issues, incident tickets and optimal restoration solution – Providing direct, over the phone or remote troubleshooting of end-user desktop, equipment, application, device communication and connectivity issues in a timely fashion – Imaging, Installing, diagnosing, repairing, maintaining, and upgrading desktop, devices, equipment, software applications and operating system – Support all hardware and software Add, Change, Move, Install, Imaging, Upgrade of desktops, printers, scanners, devices, equipment and ensure optimal performance of the end-user workstations – Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems to help minimize end-users downtime – Where and when restoration activities are beyond the scope of the Desktop Support Engineer, escalate issues/problems to proper tier 2, tier 3 support team members and vendors as the case may be – Performs general preventative and remedial maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment – Performs work in compliance within specified warranty requirements and returns defective equipment/parts to maintenance inventory, document customer repairs, maintains and restocks assigned parts inventory – Promptly analyzing incident tickets and end-user incoming call problems and support requests to determine restoration strategy and approach – Facilitate end-users desktop data and application restoration and recovery Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software – Responsible for tracking hardware and software inventory – Familiarize and assist end-users on basic software, hardware and peripheral device operation and use – Works with vendor support contacts to resolve technical issues within the desktop environment – Arranging and preparing equipment for shipping/receiving and disposition – Accurately and promptly record incident/issue and service request ticket work logs and service restoration activities in the incident management system with the date, time and restoration activities summaries – Developing in-depth skills and technical knowledge of each system and sub-systems in current and new technologies – Maintains adequate and industry awareness of knowledge of operating systems and application software used to provide a high level of support – Maintains, follows and consistently demonstrates a general knowledge of guidelines, processes, practices and procedures – Ensures that there is sufficient support to clients and provide friendly customer service to end-users and for local project implementations – Preparing and willing to do any other reasonable and lawful instruction/task on time and correctly – Managing time efficiently, effectively, setting priorities appropriately, schedule calls, able to maintain professional demeanor under stress and operate within customer support standard operating procedures – Maintains proper grooming and adheres to attendance and timesheet policy standards.

Skills:
Associate Degree in related field or minimum of 5 years of job experience in similar role.​​