Desktop Support Analyst Job - Wilton Maine

Location: Wilton, Maine
Posted On: 11/21/2024

<span><span style="color:#000000;background-color:transparent;font-family:Times New Roman;font-size:12pt;font-weight:normal;font-style:normal;">We are currently looking to fill s a second-tier technical support role that deals primarily with hardware setups and software installations, as well as moderate to high complexity hardware/software troubleshooting issues escalated from first-tier technical support. Three to five years minimum experience in desktop support is needed to apply. Must possess a working knowledge of desktop and laptop hardware components, hardware configurations, and have software troubleshooting experience. Desktop technician applicants must have been working in a Desktop Support role within the past 2 years <br></span><B>Job Duties: </B><span style="color:#000000;background-color:transparent;font-family:Times New Roman;font-size:12pt;font-weight:normal;font-style:normal;"><br>&bull; Desktop Engineer staff routinely receives work tasks through the company&rsquo;s enterprise ticketing system to install hardware and software on desktop and laptop machines by responding to assigned tickets and requests of medium to high complexity escalated from the help desk <br>&bull;Desktop Engineer II is responsible for installation, support, and higher level diagnosing/troubleshooting of hardware and software for desktop and laptop computer incident issues <br>&bull; Ability to lift and carry computer components to deploy and connects pc laptops and desktops at customer office and cube locations <br>&bull; Remote problem solving through use of remote connection and installation tools <br>&bull; Upgrading desktop hardware &ndash; RAM / Hard Drives / Video / Cams <br>&bull; Workstation moves and setups <br>&bull; Basic troubleshooting of LAN and connectivity issues <br>&bull; Image or re-image computers from standardized base image and business unit application profile <br>&bull; Perform data migrations and assist in data restorations <br>&bull; Create and maintain support documentation for the team based from fixes found during troubleshooting issues, as well as installation guides for software and PC builds <br>&bull; Experience in logging problems and resolutions using Problem Tracking Software and update work tickets in real-time with status and next steps toward closure and detailed resolution steps <br>&bull; Perform work on desktop and software upgrade projects <br>Skills: <br>&bull; Good working and troubleshooting knowledge of Windows XP and 7 <br>&bull; Microsoft Active Directory knowledge and usage <br>&bull; Experience with Lotus, Microsoft Office 2010 <br>&bull; Basic TCP/IP Networking Protocols <br>&bull; Setup of wireless handheld devices such as Blackberry, Apple iOS &ndash; iPhone / iPad <br>&bull; Assist in the creation and maintenance of department policies and procedures <br>&bull; Provide training and guidance to junior Desktop Engineers <br>&bull; Coordinate activities with Help Desk, Network Services, or other IS groups <br>&bull; Create and maintain support documentation for the team based from fixes found during troubleshooting issues, as well as installation guides for software and PC builds Start Time: <br>&nbsp;<br>Excellent time management skills are needed to multi-task work quickly and balance multiple tasks at once while maintaining service level agreements with business units &bull; Excellent communication skills is one of the most important facets of Desktop Engineer job role in maintaining high customer service levels &bull; Microsoft Certified Systems Engineer, CompTIA A+ Service Technician certification is a plus &bull; MCSE, MCSA, A+, CCNA &bull; College degree or equivalent experience (5+ years) &bull; Universal Imaging Utility &bull; Microsoft SCCM &bull; Microsoft App-V ----- M<br></span><br></span> More...

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