Desktop Support Engineer - 6 month Contract-to-hire

Summary

• The deskside support role is part of the IT Infrastructure team whose primary goal is to maintain effective hardware, software and telephony solutions to support core organizational functions and business processes. This includes the full scope of gathering and analyzing business needs, using comparative analysis to come to the correct solution. This role will apply proven communication, analytical, and problem-solving skills to help maximize the benefit of IT system investments, along with a strong desire to learn and grow technically within a small team

Essential Duties and Responsibilities

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Determines whether problem is caused by hardware, software, or process.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Logs and tracks calls using helpdesk software, and maintains history records and related problem documentation.
• Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.
• Calls software and hardware vendors to request service regarding defective products and troubleshoot issues.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Writes software and hardware evaluation and recommendation for management review.
• Writes or revises user training manuals, FAQ's, and procedures. Document “how to” processes to increase user self-sufficiency.
• Will be responsible for password resets for the network and auxiliary business systems.
• Performs preventative maintenance and equipment repair.
• Responds to needs and questions of users concerning their access of network resources.
• Stays current with new developments in the industry through periodicals, seminars, training, vendor visits and memberships.
• Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training.
• Installs personal computers, software, and peripheral equipment.
• Responsible for assisting with the imaging of desktop clients.
• Will track all assets per the guidelines established by the Finance group, will asset tag all equipment for IT.
• Responsible for the maintenance of the IT supply cage, this includes the management of the scrap processes.
• On-call pager duties.
• Will be responsible to maintain, install, and troubleshoot handheld scanners, all peripherals, printers and supporting software.
• Willingness to learn and manage new technologies.

Competencies

• To perform the job successfully, an individual should demonstrate the following competencies:
• Analytical - Uses intuition and experience to complement data.
• Design - Demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Project Management - Communicates changes and progress.
• Technical Skills - Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Listens to others without interrupting; Remains open to others' ideas and tries new things.
• Oral Communication - Listens and gets clarification; Responds well to questions; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Change Management - Communicates changes effectively; Prepares and supports those affected by change.
• Leadership - Accepts feedback from others.
• Managing People - Makes self-available to staff; Improves processes, products and services.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Business Acumen - Understands business implications of decisions.
• Cost Consciousness - Conserves organizational resources.
• Ethics - Keeps commitments.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time.
• Judgement - Exhibits sound and accurate judgment; Supports and explains reasoning for decisions.
• Motivation - Demonstrates persistence and overcomes obstacles.
• Planning/Organizing - Uses time efficiently; Sets goals and objectives; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Seeks increased responsibilities; Asks for and offers help when needed.
• Innovation - Meets challenges with resourcefulness; Presents ideas and information in a manner that gets others' attention.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Associate's degree (A. A.) or equivalent from two-year college or technical school; one to 5 years of related experience and/or training; or equivalent combination of education and experience.

Experience with:

• Microsoft Windows Operating Systems XP to current
• MS Office 2010 to current
• Windows troubleshooting skills
• Networking fundamentals (connectivity troubleshooting)
• Windows Security (WSUS, Windows firewall, GPO, Anti-virus, etc.)
• Windows desktop backups
• Familiarity with various Windows applications
• Remote support tools and proficiencies (TeamViewer, VNC, admin share access, computer management, remote command line, RDP, remote registry)
• Windows OS and application troubleshooting
• Windows scripting desired
• Telephony experience desired (VOIP)

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.