Desktop Engineer L1

Responsibilities

• Serve as the first and second level support and first point of contact for user problems with hardware and software, including printer support (on-site, remote, or by phone).
• Respond to client support requests.
• Troubleshoot hardware and software issues on laptops, desktops, workstations, etc., and maintain optimum performance.
• Address customer requests for installation, configuration, testing, and maintenance of hardware and software components.
• Support root cause analysis of equipment problems and provide effective diagnosis.
• Respond to customer requests via phone and email in a timely and accurate manner.
• Install and upgrade operating systems and computer software.
• Visit the client’s desk when needed.
• Troubleshoot networking and connection issues.
• Advise on software or hardware upgrades.
• Assist users with how-to issues.
• Provide audio/video smart hand support.
• Complete job reports and order supplies using client-provided tools.