IT Service Desk Engineer

• Respond to and monitor incidents and service requests within the ticketing system.
• Maintain accurate status of all tickets assigned in the system and provide appropriate follow-up to end-users.
• Provide configuration and troubleshooting support for all systems.
• Perform hardware upgrades, hardware disposal, loaner program, asset inventory, software inventory, remote imaging, new hire setup, termination, relocation, remote and automated updates, and remote support.
• Handle problem recognition, research, isolation, resolution and follow-up for difficult user problems, referring more complex problems to next level of technical staff.
• Troubleshoot issues as 1st 2nd level support for desktop and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues.
• Perform server and desktop computer updates to safeguard from malicious viruses and malware
• Manage customer issues and requests by creating, tracking and documenting technical solutions.
• Maintain IT asset and contract tracking system
• Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks.
• Build\deploy new workstations (desktops laptops).
• Install\upgrade hardware\software on Windows workstations.
• Troubleshoot assigned tickets to determine if the issue can be resolved or the appropriate group for escalation.
• Maintain positive relations through effective customer follow-up.

Qualifications:

• Technical Degree or related work experience.
• Experience working in a service desk or IT customer service environment.
• Technical support experience.
• Basic network (wired and WIFI) maintenance including hardware