Desktop Engineers L1

Role Overview

Service Desk

• Responds to Level 1-2 support requests via multiple sources such as phone and email.
• Enters call data into the tracking system.
• Interacts with guests in a courteous and professional manner.
• Provides user access service.
• Diagnoses client problems and assists customers with recovery issues.
• Escalates problems when necessary.
• Documents problem status and resolution in tracking log.

Customer Technology Support

• Consults with users to determine hardware, software, or system functionality issues.
• Assists in deployment of new or upgraded images, software, and hardware for multiple guests.
• Performs configuration changes, updates, and upgrades as directed.
• Performs minor to medium repairs to hardware, software, and peripheral equipment following design or installation specifications.
• Provides ongoing support of client technology.
• Participates in induction training for newly hired guests on IT services and asset usage.

Technical Support

• Provides technical support to meetings that include video conferencing.
• Monitors and communicates system status to internal management.
• Diagnoses and resolves guest workstation and mobile device hardware and software issues.
• Assists vendor technical experts to resolve client problems.

Service Level Management

• Collaborates in development of service-level objectives and takes steps to meet or exceed targets.
• Explains service procedures to guests.
• Follows up in a timely manner to ensure customer satisfaction.
• Develops monitoring and analytical dashboards for end-user devices and action plans to improve stability and NPS.

Asset Management

• Updates the receiving form for new hardware in the IT Asset Management System.
• Manages IT asset conditions by developing asset dashboards using IT monitoring and analytics tools such as Nexthink.
• Maintains IT support asset inventory through monthly periodic maintenance checks and hardware preparation.

Project Planning

• Provides input during project planning and requirements phase.
• Assists management in delivering project objectives.

Employment

Requirements

• Ability to serve as first point of contact for day-to-day end-user technical support.
• Experience responding to Level 1-2 support requests via phone and email.
• Ability to diagnose client hardware, software, and system functionality problems.
• Ability to document problem status and resolution in a tracking log.
• Ability to perform configuration changes, updates, and upgrades as directed.
• Ability to perform minor to medium repairs to hardware, software, and peripheral equipment.
• Ability to interact with users in a courteous and professional manner.
• Ability to develop monitoring and analytical dashboards for end-user devices.
• Familiarity with IT monitoring and analytics tools such as Nexthink.