The Desktop Support Engineer is responsible for the support of laptop/desktop hardware, software, and peripheral devices, cell phones and tablets. While primarily an IT role, the Desktop Support Engineer will also be trained to provide application support for the Waste and Recycling Industry. The Desktop Support Engineer must have a demonstrated ability to solve problems with workstation technologies. They must be a strong team player, able to collaborate with other members of the in-house IT team and technology vendors. They must also have a strong desire to interact with all employees and provide personal support as needed.
Reports To
IT Support Manager
- Ensure desktop systems and applications are maintained and updated.
- Communicate regularly with business users regarding scheduled maintenance, system updates or other changes impacting end users.
- Work closely with the IT staff to ensure end-user network and communications needs are being met.
- Provide telephone, desk-side or online support to remediate user issues.
- Provide end user software application training.
- Track application/technical issues and user requests.
- Respond to non-technical IT end-user requests and concerns.
- Analyze technical desktop and peripheral issues to determine root cause and appropriate remediation.
- Participate in the planning and execution of IT projects and initiatives.
- Make recommendations regarding end user application enhancements.
- Other duties as assigned.
- Relevant Experience, or an associate degree or higher, in Computer Science, Information Systems, or a related field.
- Knowledge and experience with the following technologies is required:
- 2+ Years’ related experience.
- Microsoft Office 365
- MS Word, MS Excel, MS PowerPoint, MS Outlook
- End-user connectivity with cell phones and remote access software.
- Desktop Connectivity
- Desk Phone Setups
- Willingness and ability to learn and support new systems and applications.
- Good communication and teamwork skills (oral, written, listening).
- Ability to collaborate effectively at various organizational levels and across functional areas (i.e., business and technical).
- Knowledge and experience with the following technologies is preferred, but not required:
- Microsoft or Cisco Certification desirable but not required.
- Cloud based software
- VoIP Technology
- Ability to work outside normal business hours if required.
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