Role: Desktop Support Engineer
Duration: 12 months
JD:
Perform hands-on fixes at the desktop level, including installing and upgrading of hardware and software
Acts as a liaison between Tier 3 support teams and the end-users
Interacts regularly with managers, clients, and vendors to answer question and complete project initiatives
Engages with Infrastructure Operations Center and Network Engineering to assist in problem resolution of network issues
High degree of skill with Windows OS and Apple Mac computers in an Active Directory environment
Highly proficient with MacOS and IOS supporting MacBooks, iPhones and iPads.
Experience configuring and deploying Microsoft Windows based laptops and desktop PC's
Support AV systems and collaboration applications such as WebEx, Teams, Zoom
Experience with ServiceNow and Asset Management
Knowledge of network fundamentals and IT security best practices
Inputs:
Service requests via ticketing system, phone, email, and walk-up support
Incident reports from end users regarding technical issues
Access requests and system provisioning needs
Password resets and authentication issues
Outputs:
Timely resolution of technical issues with documented solutions
User account creation, modification, and deactivation
Incident documentation and knowledge base contributions
Status updates and communication to stakeholders
Escalation of complex issues to appropriate technical teams
Technical Capabilities:
Diagnose and resolve Windows/Mac operating system issues
Support Microsoft 365 suite and business-specific applications
Configure and troubleshoot network connectivity (VPN, wireless, wired)
Perform hardware setup, imaging, and deployment
Manage printer and peripheral device configurations
Service Management:
Track and manage incidents through ITSM platform (ServiceNow)
Maintain SLA compliance for response and resolution times
Document solutions and update knowledge repositories
Coordinate with vendors for warranty and repair services
Business-Specific Support:
Understand Gas Infrastructure operational technology requirements
Support NEER-specific applications and workflows
Provide onboarding technical assistance for new hires
Enable remote work capabilities and troubleshooting
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