Responsibilities:

• Primary area of responsibility is effective analysis, troubleshooting and accurate problem solving

  of technical incidents of varying degree by responding to issues received through the service

  management system, email, Teams, phone, and walk-up.

• Perform remote and on-site troubleshooting through efficient troubleshooting methodology

• Test and deploy hardware and software solutions as part of new deployments, break-fix issues,

  and move-add-change

• Provide best-in-class white-glove customer service through service management system, email,

  Teams, phone, and walk-up.

• Proactively reach out to customers about their technology needs and address issues before they

  occur

• Follow up with customers to ensure their technology needs are being met and issues are resolved

• Update and maintain technology knowledgebase with customer-facing and internal

  troubleshooting documentation

• Track and thoroughly detail technology issues through service management system

• Identify issues, propose solutions, and test new technologies or process changes

      •Manage end-user technology projects, such as migrations, deployments and introduce new technology solutions

Requirements:

• Proven experience as a Senior Desktop Engineer troubleshooting complex technical problems

• Proven excellence in customer service, interpersonal and customer-facing skills

• Strong listening and problem-solving skills

• Provides prompt, clear, and ongoing communication with end users to define clear

  expectations

• Experience troubleshooting conference rooms, Zoom/Teams conferencing issues, telephony

  systems, messaging platforms and collaboration tools

• Experience troubleshooting issues with Windows 10, Active Directory, DNS, DHCP

• Experience with VDI, virtual desktops, imaging workstations, deploying, and troubleshooting

  break/fix hardware and peripherals

• Troubleshooting mobility issues related to MDM, MFA, mobile devices, VPN, laptops and

  remote connectivity

• Fluency with Microsoft Office and strong troubleshooting knowledge; O365/Azure a plus

• Experience working with a service management system (ServiceNow, Remedy, Jira, etc.)

• Ability to diagnose and resolve technical issues and eliminate repetitive issues both on-site

  and remotely quickly and effectively

• End user-focused, excellent communication skills, and best-in-class customer support

• Certifications Preferred

• BSc/BA in IT, Computer Science, or relevant field