End User Support Engineer

Job Description

Role:- End User / Desktop Support Engineer

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Location : Scottsdale AZ(5 days onsite)

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Job Type:- Fulltime Job

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• Experience in End User Desktop Services(3-4 Years)

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• High level of trouble shooting and remediation. Work with resources out of their group, providing coordination. Multi-tasking required.

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• Constantly monitor individual queue to resolve routine and non-routine desktop issues and requests

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• Escalate issues as appropriate and act as a technical escalation for the end user

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• Maintain a high level of customer satisfaction

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• Comply with the desktop group practices and procedures

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• Update remedy and other data repositories (e.g. knowledge base) as appropriate in a timely manner.

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• Identify technical and process issues and recommend improvements

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• Achieve target ticket volumes and ticket resolution levels

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• Responsible for compliance with applicable corporate policies and procedures

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• Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on

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• Follows the processes, practices established for the group

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• Coordination and consulting with client areas to help analysis problems and needs and recommend technical solutions

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• Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll-outs, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS devices, etc.

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• Perform intermediate-to-advanced deskside support services installing and troubleshooting hardware, software, and network related issues

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• Handle software installation/support/upgrades

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• Provide 1st/2nd level Help Desk support

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• Perform basic LAN and internetworking related activities

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• Have strong internetworking and troubleshooting skills

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• Have A+ certification & at least one certification from either Cisco or Microsoft

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• May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)

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• Must be a self-starter and can manage multiple tasks

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• Exceptional customer service skills

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• Good communication skills

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• Ability to work independently or as part of a team

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• Ability to complete tasks effectively with minimal supervision

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• Must be available to work flexible work schedules

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• High-level skill set

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• Outstanding people skills

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• Self-starter, needs to be able to work on his/her own

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• Proficient in Windows 11/10 and 7 and Office Suite/O365

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