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Description:
Job Overview
The Desktop Support Engineer's role is to support and maintain organizational
computer systems, desktops, and peripherals including installing, diagnosing,
repairing, maintaining, and upgrading all organizational hardware and
equipment while ensuring optimal workstation performance. This position will
also troubleshoot problem areas (in person, by telephone, or via work order) in
a timely and accurate fashion and provide end-user assistance where required.
Key Responsibilities
Strategy & Planning
• Support development and implementation of new computer projects and
new hardware installations.
• Assist in developing long-term strategies and capacity planning for
meeting future hardware and organizational hardware needs.
• Conduct research and make recommendations for hardware
products in support of procurement and development efforts.
Operational Management
• Perform on-site analysis, diagnosis, and resolution of complex desktop
problems for end-users, and recommend and implement corrective
solutions, including off-site repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user and
network hardware, peripheral devices, printing/scanning devices,
presentation equipment, software, and other products in order to
deliver required desktop service levels.
• Construct, install, and test customized configurations based on various
platforms and operating systems.
• Collaborate with Technology team members to ensure efficient
operation of the organization's desktop computing environment.
• Where required, administer and resolve issues with associated end-user
workstation network software products.
• Receive and respond to incoming calls, pages, and/or work orders
regarding desktop problems.
• Ensure that desktop connection, ie. network jacks are in proper
working order.
• Prepare tests and applications for monitoring desktop
performance, then provide performance statistics and reports.
• If necessary, liaise with third-party support and PC equipment vendors.
• Perform related duties consistent with the scope and intent of the position.
Preferred Education & Work Experience
• High School diploma or equivalent, and 3 years of related experience
Knowledge & Experience
• Excellent knowledge of PC and desktop hardware.
• Excellent knowledge of PC internal components.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience.
• Working technical knowledge of current protocols, operating systems,
and standards.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural
documentation and OEM guides.
Personal Attributes
• Strong (internal) customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure
environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues and products as
required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative
environment.
Business Travel &Physical Demands
• Business travel less than 10% per year, at discretion of manager
• Sitting, standing, or walking for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse,
power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as
computers and peripherals.
Job Overview
The Desktop Support Engineer's role is to support and maintain organizational
computer systems, desktops, and peripherals including installing, diagnosing,
repairing, maintaining, and upgrading all organizational hardware and
equipment while ensuring optimal workstation performance. This position will
also troubleshoot problem areas (in person, by telephone, or via work order) in
a timely and accurate fashion and provide end-user assistance where required.
Key Responsibilities
Strategy & Planning
• Support development and implementation of new computer projects and
new hardware installations.
• Assist in developing long-term strategies and capacity planning for
meeting future hardware and organizational hardware needs.
• Conduct research and make recommendations for hardware
products in support of procurement and development efforts.
Operational Management
• Perform on-site analysis, diagnosis, and resolution of complex desktop
problems for end-users, and recommend and implement corrective
solutions, including off-site repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user and
network hardware, peripheral devices, printing/scanning devices,
presentation equipment, software, and other products in order to
deliver required desktop service levels.
• Construct, install, and test customized configurations based on various
platforms and operating systems.
• Collaborate with Technology team members to ensure efficient
operation of the organization's desktop computing environment.
• Where required, administer and resolve issues with associated end-user
workstation network software products.
• Receive and respond to incoming calls, pages, and/or work orders
regarding desktop problems.
• Ensure that desktop connection, ie. network jacks are in proper
working order.
• Prepare tests and applications for monitoring desktop
performance, then provide performance statistics and reports.
• If necessary, liaise with third-party support and PC equipment vendors.
• Perform related duties consistent with the scope and intent of the position.
Preferred Education & Work Experience
• High School diploma or equivalent, and 3 years of related experience
Knowledge & Experience
• Excellent knowledge of PC and desktop hardware.
• Excellent knowledge of PC internal components.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience.
• Working technical knowledge of current protocols, operating systems,
and standards.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural
documentation and OEM guides.
Personal Attributes
• Strong (internal) customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure
environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues and products as
required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative
environment.
Business Travel &Physical Demands
• Business travel less than 10% per year, at discretion of manager
• Sitting, standing, or walking for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse,
power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as
computers and peripherals.