Deskside support Engineer

Duties

• Escalation point for Junior and Mid-level desk side engineers.
• Act independently in a customer environment, as well as engage engineers from multiple teams to troubleshoot issues.
• Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers.
• Updates status of queued service requests with the IT service management system.

Skills

• Hardware and software diagnostics.
• Mobile device deployment, recovery and troubleshooting.
• IMAC procedures and lifecycle refresh activities.
• Remedy and Service Now experience.
• Supporting Active Directory, MS Office Suite, Google Workspace for Enterprise, Bomgar, VPN, SCCM, VTC, Zoom.
• Escalates complex problems to upper-level deskside engineers.

Qualifications

• Broad base of support and diagnostic knowledge.
• Fluency in multiple IT disciplines such as computing, networking, integration, and domain administration.
• Must possess a degree or 6 additional years of related experience with a High School Diploma.
• HDI Technical Support Professional certification within six (6) months of employment.