Position Details: Desktop Support Engineer

Description:

Job Overview

The Desktop Support Engineer’s role is to support and maintain organizational

computer systems, desktops, and peripherals including installing, diagnosing,

repairing, maintaining, and upgrading all organizational hardware and

equipment while ensuring optimal workstation performance. This position will

also troubleshoot problem areas (in person, by telephone, or via work order) in

a timely and accurate fashion and provide end-user assistance where required.

Key Responsibilities

Strategy & Planning

 Support development and implementation of new computer projects and

new hardware installations.

 Assist in developing long-term strategies and capacity planning for

meeting future hardware and organizational hardware needs.

 Conduct research and make recommendations for hardware

products in support of procurement and development efforts.

Operational Management

 Perform on-site analysis, diagnosis, and resolution of complex desktop

problems for end-users, and recommend and implement corrective

solutions, including off-site repair for remote users as needed.

 Install, configure, test, maintain, monitor, and troubleshoot end-user and

network hardware, peripheral devices, printing/scanning devices,

presentation equipment, software, and other products in order to

deliver required desktop service levels.

 Construct, install, and test customized configurations based on various

platforms and operating systems.

 Collaborate with Technology team members to ensure efficient

operation of the organization’s desktop computing environment.

 Where required, administer and resolve issues with associated end-user

workstation network software products.

 Receive and respond to incoming calls, pages, and/or work orders

regarding desktop problems.

 Ensure that desktop connection, ie. network jacks are in proper

working order.

 Prepare tests and applications for monitoring desktop

performance, then provide performance statistics and reports.

 If necessary, liaise with third-party support and PC equipment vendors.

 Perform related duties consistent with the scope and intent of the position.

 

Preferred Education & Work Experience

 High School diploma or equivalent, and 3 years of related experience

 

Knowledge & Experience

 Excellent knowledge of PC and desktop hardware.

 Excellent knowledge of PC internal components.

 Hands-on hardware troubleshooting experience.

 Extensive equipment support experience.

 Working technical knowledge of current protocols, operating systems,

and standards.

 Ability to operate tools, components, and peripheral accessories.

 Able to read and understand technical manuals, procedural

documentation and OEM guides.

Personal Attributes

 Strong (internal) customer service orientation.

 Proven analytical and problem-solving abilities.

 Ability to effectively prioritize and execute tasks in a high-pressure

environment.

 Good written, oral, and interpersonal communication skills.

 Ability to conduct research into PC and software issues and products as

required.

 Ability to present ideas in business-friendly and user-friendly language.

 Highly self-motivated and directed.

 Keen attention to detail.

 Team-oriented and skilled in working within a collaborative

environment.

Business Travel &Physical Demands

 Business travel less than 10% per year, at discretion of manager

 Sitting, standing, or walking for extended periods of time.

 Dexterity of hands and fingers to operate a computer keyboard, mouse,

power tools, and other computer components.

 Lifting and transporting of moderately heavy objects, such as

computers and peripherals.

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