Desktop Engineer

LED FastStart•New Orleans, LA

About The Position

The Desktop Engineer provides second- and third-level desktop support, including centralized resolution of customer problems and requests and appropriate incident management. The role documents incident descriptions, notes, and resolutions; maintains an efficient problem management system; analyzes incidents for recurring issues; develops and documents workarounds; and creates problem reports for technical team analysis and resolution. The position provides technical support and direction to Help Desk staff and technical direction for deployment, maintenance, support, and upgrades of desktop PCs, thin client terminals, printers, scanners, peripheral hardware, operating systems, and desktop software. It works with customers, Customer Services staff, Data Systems staff, vendors, and third-party support providers to resolve technical issues and provide effective service. The role also creates and maintains documentation, including user and installation instructions, service level agreements, hardware and software specifications, procedures, policies, and work instructions.

Requirements

Bachelor of Science in Information Systems, or the stated education-in-lieu experience qualification.
Seven years of customer support/help desk experience.
Self-starter with very strong organizational skills.
Excellent written and oral communication skills for communicating with end users and documenting incidents and requests.
Microsoft Windows administration experience.
Ten years of customer support/help desk experience supporting 1,000 or more users may be accepted in lieu of education.

Nice To Haves

Certified Microsoft Office Specialist.
Ability to provide positive customer service and strong problem-solving skills.

Responsibilities

Provide optimal customer service.
Maintain professional and cooperative relationships with customers, Data Systems staff, vendors, and third-party support providers.
Multitask effectively in an interrupt-driven environment.
Perform second- and third-level desktop support, including centralized problem and request resolution and incident management.
Document incident descriptions, notes, and resolutions.
Create, document, and maintain an efficient problem management system for the Customer Services Department.
Analyze incidents and identify repetitive issues.
Develop and document workaround solutions and submit them for corrective action through the problem management process.
Create problem reports for technical team analysis and resolution.
Provide technical support and direction to Help Desk staff to ensure hardware, software, and peripherals are configured and functioning as required.
Provide technical direction for deployment, maintenance, support, and upgrades of desktop PCs, thin client terminals, printers, scanners, peripheral hardware, operating systems, and desktop software.
Work with Data Systems staff, vendors, and third-party support providers to support efficient incident and problem management.
Work with Customer Services staff daily to resolve technical issues and provide optimal service to customers.
Interface with other Data Systems staff as needed to help resolve technical issues.
Create and maintain user instructions, installation instructions, service level agreements, hardware and software specifications, procedures, policies, and work instructions.