Desktop Support Engineer 5081
Diverse Lynx
Medicine Hat, AB, CA
5d ago

Title : Desktop Support Engineer

Location : Medicine Hat, Alberta

Duration : 10 / 15 / 2019 - 10 / 14 / 2020

Job Description :

Experience with AD, VPN, Windows and troubleshooting for hardware and software are base requirements

Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals.

Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.

POSITION DUTIES AND RESPONSIBILITIES :

  • Provide Level-1 technical support for supported desktops, laptops, and peripherals. This includes the following activities : .
  • Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.
  • Managing returns on warranted parts and systems.
  • Packaging and shipping replacement parts to customers.
  • Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers.
  • May participate in development of information technology and infrastructure projects.
  • Installing, supporting and troubleshooting approved desktop software.
  • Performing planned maintenance, moves, adds and changes.
  • Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN).
  • Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel.
  • Exercises judgment with defined procedures and practices to determine appropriate action.
  • Ability to work on call after hours as required
  • Communicate effectively with multiple customers and co-workers.
  • This includes the following activities :
  • Consulting with the Service Desk on support calls.
  • Able to communicate highly technical information to both technical and non-technical personnel.
  • Providing Case status updates to management and end-users.
  • Providing phone support and diagnostics to remote customers.
  • Participating in training programs designed to educate customers about basic and specialized applications.
  • Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support
  • QUALIFICATIONS :

  • Strong customer service skills.
  • Reliability and a strong sense of responsibility.
  • Ability to work independently and take ownership.
  • Solid technical and analytical skills required.
  • Ability to troubleshoot, support, and repair software and hardware for desktop and laptop computers.
  • Knowledge of supported Microsoft Windows operating systems.
  • Experience with Active Directory administration.
  • Knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office.
  • Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities
  • EDUCATION and / or WORK EXPERIENCE : .

  • Associate's Degree or equivalent experience required.
  • A+ Certification recommended.
  • MCTS, MCITP, MCPD, MCM preferred.
  • ITIL Certification preferred. 1-2 years or more of related experience preferred
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