Desktop Support Engineer (Level 2)

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with enterprises to help them become more agile, create commercial advantage, and build quality through design, deployment, support, and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with headquarters in London, UK and New York, NY.

About the role

We are looking for a Desktop Support Engineer to join our team. This is a direct-hire (W2) position with an immediate start date.

Responsibilities

• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
• Document, maintain, upgrade, or replace hardware and software systems.
• Support and maintain user account information, including rights, security, and systems groups.
• Field incoming help requests from end users via telephone and work orders in a courteous manner.
• Document end user identification information (name, department, contact details) and the nature of the problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems; escalate to appropriately experienced technicians when required.
• Record, track, and document the help desk request problem-solving process, including all decisions and actions taken through to resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQs on the Internet to resolve issues.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing/upgrading software, implementing file backups, and configuring systems/applications.
• Test fixes to ensure problems are adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position.

Requirements

• Associate’s degree in a related area or 5+ years of experience in the field or a related area.
• Familiarity with a variety of field concepts, practices, and procedures.
• Knowledge of basic computer hardware.
• Experience with desktop operating systems, including Microsoft and Mac OS X.
• Extensive application support experience.
• Working knowledge of diagnostic utilities.
• Good understanding of the organization’s goals and objectives.

Skills

• Communication: Exceptional written and oral communication skills; ability to present ideas in user-friendly language.
• Interpersonal: Focus on rapport-building, listening, and questioning; proven customer service orientation; ability to work in a team-oriented, collaborative environment.
• Problem-Solving: Proven analytical and problem-solving abilities; ability to conduct research into computing issues; ability to absorb and retain information quickly.
• Organization: Strong documentation skills; ability to effectively prioritize and execute tasks in a high-pressure environment; keen attention to detail.
• Technical Thought Process: Ability to understand technical concepts and develop learning materials; ability to solve complex problems with innovative solutions; ability to manage multiple priorities.
• Soft Skills: Ability to persuade, influence, and negotiate with staff and vendors; ability to motivate others and work cooperatively to achieve common goals.
• Physical: Ability to sit at a desk, use writing instruments, and perform keyboard strokes; mobility between buildings; ability to lift 40 lbs and move it from under a desk to a cart and vice versa.