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Job description
Role: Desktop Support Engineer
Location: Newark, NJ
100% Onsite, 5 days a week.
Local candidates preferred.
Laptops/Desktops troubleshooting, troubleshooting hardware and software issues, installing software and updates, Outlook, SCCM, AD, O365, Imaging, Win10/11/Mac OS support
o Infrastructural support to the end user clients by responding to all incoming service requests/incidents for PCs/laptops. The individual will support, * Install, and fix PCs, laptops, printers, scanners, mobile devices, and other computer assets in an organization.
o Updating ticket on IT service management tool with proper work notes.
o Provide Tier II support for system images, virtual environments, and Mac OS Management.
o Serve as an expert in troubleshooting, diagnosing, and resolving complex end-user device incidents and problems through desktop support services and remote support, where appropriate.
o Deskside Management, Touch Support, Local IT, Imaging, O365 Support, Investigate and troubleshoot software and desktop issues.
o Provide all desktop, laptop, printer, and proprietary software support and administrative functions to support desktop user issues.
o Remote support & troubleshooting of end user issues
o Support IT infrastructure endpoints maintenance and upgrades
o Provide technical support to end-users for desktop systems and applications
o Troubleshoot hardware and software issues on desktop and laptop computers
o Provide technical guidance and collaborate with Tier 3 to streamline services and support.
o Serve as the escalation person for complex issues for the desktop support team
o Document detailed notes in the ticketing system and provide accurate and timely customer updates.
o Manage user accounts and permissions
o Install, configure, and maintain desktop software and hardware
o Assist in the setup and deployment of new computer equipment
o Windows OS, MacBook supporto Zscaler troubleshooting"
Frequently asked questions
Q: What skills or qualities help someone succeed as a Desktop Support Engineer?
A: To succeed as a Desktop Support Engineer, key technical skills include proficiency in operating systems (Windows, macOS, Linux), familiarity with help desk software and ticketing systems, and knowledge of hardware and software troubleshooting methodologies. Additionally, strong soft skills such as excellent communication, problem-solving, and patience are essential for effectively interacting with users, resolving issues, and providing technical guidance. These technical and soft skills enable Desktop Support Engineers to efficiently resolve user issues, maintain a high level of customer satisfaction, and support the overall IT infrastructure, ultimately contributing to their career growth and effectiveness in the role.
Q: What is the career path for a Desktop Support Engineer?
A: A Desktop Support Engineer's typical career progression involves starting as a Help Desk Technician, providing initial technical support to end-users, and advancing to roles such as Desktop Support Specialist, where they handle more complex issues and develop expertise in specific technologies. As they gain experience, they can move into senior roles like Senior Desktop Support Engineer or Technical Lead, overseeing teams and implementing large-scale support initiatives. With further skill development and experience, Desktop Support Engineers can transition into related fields like IT Project Management, Cybersecurity, or even move into leadership positions like IT Director or Manager.