Job Description
Role- Desktop Support Engineer
Location- Commerce City, Colorado (or Denver, CO)
Job Description
Roles & responsibilities:
- Troubleshooting problems related to Desktop/Laptops, MAC, Windows operating systems and O365/M365 applications.
- Troubleshooting Unified communication tools such as Teams, Zoom video call related issues.
- Should be familiar with collaboration tools, meeting room equipment and meeting room checks.
- Must have exposure to Windows 10 and 11 migration, user profiles management, data backups.
- Troubleshooting Windows Profile, printers, shared drives related issues.
- Troubleshooting network connectivity issues.
- Deploying standard image on desktops and laptops using Endpoint manager/Intune.
- To provide 1st line technical support; answering support queries via phone and email.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Familiarity with IT Infrastructure tools such as Azure AD, Endpoint manager/In tune, M365 etc would be preferred.
Technical Proficiencies:
- To take ownership of user problems and be pro-active when dealing with user issues.
- To log all calls on the call logging system. Ensure incidents, tasks and problems on ticketing system (SNOW) are logged and addressed within defined SLAs.
- Respond to inquiries from clients and help them resolve any hardware or software problems.
- To escalate more complex calls to the relevant IT Support member.
- To notify relevant staff to arrange for external technical support where problems cannot be resolved in house.
Pre-build PCs. Good Experience in deskside support
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