Desktop Support Engineer (Level 2)

Nsc Global - Boston, MA

Full-time - Entry Level

Boston, MA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Desktop Support Engineer (Level 2) role at NSC Global focuses on providing hardware and software support for Lenovo workstations, specifically during the migration to Windows 11. This position requires troubleshooting, imaging, and post-migration support, ensuring a smooth transition for end users while maintaining high customer service standards.

Responsibilities

• Field incoming help requests from end users via telephone and work orders in a courteous manner.
• Migrate company's computer systems to the newest version of Microsoft Windows.
• Test the compatibility of existing PC software and provide fixes or alternatives if necessary.
• Provide post-migration support and assist employees with the new operating systems, troubleshooting issues, and offering computer skills training when necessary.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems, escalating them to the appropriately experienced technician when required.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problems have been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position.

Requirements

• Bachelor's degree in computer science or a related field or a minimum of 2-4 years of experience in the field or in a related area.
• Knowledge of basic computer hardware.
• Experience with imaging.
• Knowledge of Windows 10 and 11.
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.

Nice-to-haves

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.