Desktop Support Engineer
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About The Position
The Desktop Support Technician maintains, repairs, and troubleshoots desktop hardware and software packages. Also responsible for customer service and end-user training. The Desktop Support performs advanced administrative/operational/customer support duties that require independent initiative and judgment. The Desktop Support researches and resolves technical problems of moderate complexity, typically escalated from first line support teams. Responds to escalated telephone, email, and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Decisions are typically focused on methods, tactics, and processes for completing administrative tasks/projects. Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes, and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge. End-user devices (e.g., desktops/laptop/notebook/tablets) and system software associated with End-User and Distributed Computing Services are part of the responsibilities. Deskside support to End-Users is necessitated by the circumstances of the requester (e.g., Incidents, Service Requests, request of information) and Service Levels. Dispatch and monitor break/fix repairs, including services performed by other 3rd party vendors. Work is managed and often guided by precedent and/or documented procedures/regulations/professional IMAC Services for hardware and software. Tracking of the inventory of in-scope software and hardware is required by Humana following the asset management process.
