EUC/Desktop Engineer

About the role

Diagnose and troubleshoot technical issues, including account setup, network configuration, software and hardware issues. Deliver hands-on support for a range of hardware including PCs, laptops, and peripherals in a mixed Windows and Mac environment. Perform network troubleshooting, particularly on VPN connections and wireless configurations, integrating with Zscaler. Asset management and tracking using ServiceNow (SNOW) for accurate inventory control.

Responsibilities

• Provide timely resolutions for hardware and software issues, ensuring user satisfaction
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal knowledge bases or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of KB Articles
• Maintain good relationships with clients

Qualifications

• Experience level: 6 – 8 years of Technical experience in Windows and Mac
• Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Good understanding of computer systems, mobile devices and other tech products
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Familiarity with ITSM tools like ServiceNow for ticket management
• Excellent customer service skills and the ability to communicate effectively with non-technical users
• Self-starter with the ability to work independently and efficiently
• Physical ability to manage IT equipment installations and movements
• Adaptable and flexible to meet varying work schedules and environments

Pay

$60,000-$65,000 a year

This response is AI-generated, for reference only.