Desktop Support Engineer (Level 2)

Responsibilities

• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.
• Determines, documents, upgrades or replaces hardware and software systems.
• Supports and maintains user account information including rights, security and systems groups.
• Prioritizes and schedules problems.
• Escalates problems (when required) to the appropriately experienced technician.
• Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Applies diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Tests fixes to ensure problem has been adequately resolved.
• Performs post-resolution follow-ups to help requests.
• Develops help sheets and knowledge base articles for end users.

Qualifications

• Knowledge of basic computer hardware.
• Experience with desktop operating systems including Microsoft, and Mac OS X.
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Good understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.