Desktop Support Engineer

Consumers Energy•Alma, MI

4h•Onsite

About The Position

The Desktop Support Engineer provides physical infrastructure evaluation, implementation, and 2nd-level technical support services to staff and customers on software systems by maintaining software, hardware products, and technical knowledge documentation for both Field and Corporate Workers. The incumbent provides end-user computing hardware life cycle management to meet business needs. Troubleshoots very difficult infrastructure problems, which can involve other groups such as server, network, and Information Security, and owns incidents through resolution. The incumbent responds to and follows up on internal and external customer support problems.

Requirements

Excellent written and verbal communication skills
Ability to recognize, analyze, and solve a variety of problems
Ability to analyze, organize, and prioritize work while meeting multiple deadlines
Proficient in Microsoft Office applications
Proficient with Microsoft SCCM and Microsoft Intune
Proficient with Active Directory
Proficient with computer networking
Bachelor's degree in Computer Information Systems with two (2) or more years of experience in advanced desktop support OR Associate degree with four (4) or more years of experience in advanced desktop support OR High School Diploma/GED with six (6) years of experience in advanced desktop support

Responsibilities

Provide walk-in support to end users, supporting hardware and software issues.
Re-image desktops and laptops, as needed, and deploy new equipment to end users.
Assist end users and IT specialists by phone and email with second-level technical support; work to resolve incidents at the Tier II level.
Contribute knowledge and updated information to maintain the Help Desk SOPs and training manuals for Tier I and Tier II support.
Perform production support and administration tasks as scheduled, including but not limited to imaging and patching desktops, laptops, phones, and tablets; system backup; software updates; and data loads.
Configure and maintain network printers to ensure security configurations are installed and maintained.
Analyze incident and problem tickets to identify trends and proactively resolve issues.
Diagnose and troubleshoot issues with Windows and Mac desktop operating systems, applications, network connectivity, and hardware malfunctions.
Collaborate with network, Active Directory, server, and software teams as needed to complete incident resolution.
Provide highly technical (2nd-level) hardware and software break-fix support to end users for tickets escalated from the Service Desk, Information Security, or other support groups.
Provide timely responses to client and management requests.
Provide status updates on such requests on a regular basis.
Other duties as assigned or as may be necessary.