Desktop Support Engineer

SUMMARY:
Desktop Support Engineer

POSITION INFO:

Strategic Objective:

Provide support to all company employees and third-party contractors. Support the service desk and follow the defined escalation and operational level agreements with the business. Support the group’s core services (active directory, email and information security) and telecommunications networks (voice, video and data). Complete project-based work. Provide training and support to the IT Operations Team.

5 years’ experience in desktop support environment.

Core Services

• Evaluate and/or recommend purchases of computers, network hardware, peripheral equipment, and software.
• Perform and/or oversee software t, installation, and upgrades.
• Maintain site licenses for department/organization.
• Establish and perform maintenance programs following company and vendor standards.
• Ensure timely user notification of maintenance requirements and effects on system availability.
• Maintain confidentiality with regards to the information being processed, stored or accessed by the network.

Service Desk

• Provide Tier 3 2 support for the service desk and monitor on-going service levels of all team members.
• Manage the service levels of the service desk and solutions provided to the group.

Telecommunications and Network Services

• Administer network workstations, utilizing one or more TCP/IP or non-TCP/IP networking protocols and/or one or more operating systems.
• Investigate user problems, identify their source, determine possible solutions, test and implement solutions.
• Troubleshoot networks, systems, and applications to identify and correct malfunctions and other operational difficulties.
• Identify utilization patterns and their effect on operation/system availability and performance expectations.
• Anticipate communication and networking problems and implement preventive measures.
• Investigate, recommend and install enhancements and operating procedures that optimize network availability.
• Document network problems and resolutions for future reference.
• Other duties as assigned.

Qualifications

A+, N+ or MSCA or equivalent qualification. CNA advantageous

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