Desktop Support Engineer (Level 1)

NSC Global•Chicago, IL

1d•Hybrid

About The Position

NSC Global is currently seeking a Desktop Support Engineer to join their team. This role involves providing global network implementation and support solutions to world-class organizations, aiming to enhance agility, create commercial advantage, and build quality through the design, deployment, support, and management of global IT communications. The Desktop Support Engineer will be responsible for maintaining, analyzing, troubleshooting, and repairing computer systems, hardware, and computer peripherals. Key duties include documenting, maintaining, upgrading, or replacing hardware and software systems, and managing user account information, including rights, security, and system groups. The position requires providing on-site and remote technical service support, installation, configuration, and problem resolution within Apple/MAC/Network environments. The engineer will serve as the primary customer contact for technical and service-related issues, diagnosing mechanical, hardware, software, and system failures using established procedures, and determining cost-effective repair solutions to minimize customer downtime. This role specifically focuses on providing technical support to desktop and laptop users, including Executive/Financial Level customers, for hardware, Apple/Mac OS, and application issues. Responsibilities also include monitoring and updating help desk incident tracking tickets to ensure compliance with Service Level Agreements, logging daily activities, and documenting solutions. The engineer will manage customer communication from ticket assignment to resolution, including scheduling work and providing status updates. Additionally, the role involves evaluating current processes, procedures, and technology to improve support effectiveness and coordinating support and repair activities with third-party vendors.

Requirements

May require an associate’s degree in a related area or 3-5 years of experience in the field or in a related area.
Familiar with a variety of the fields’ concepts, practices, and procedures.
Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Apple / Mac OS issues.
Must be a proficient user of personal computer tools for word processing, decision support and communication.
Must be skilled in problem solving techniques and supporting financial customers.
Proficiency in Networking, VPN, Wireless.
Proficiency in Customer Service.
Proficiency in Ticketing system applications and multi-tasking.
Able to understand technical concepts and can develop ways to help others learn.
Ability to solve complex problems with innovative solutions.
Ability to manage multiple priorities.
Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve.
Excellent customer service, technical, organizational, and communication skills -- in person and on the phone.
Effective listening and team orientation.
Able to persuade, influence and negotiate with staff and vendors in critical situations.
Able to motivate others and work cooperatively in a group to achieve common goals.

Responsibilities

Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.
Documents, maintains, upgrades or replaces hardware and software systems.
Supports and maintains user account information including rights, security and systems groups.
Provides on-site and remote technical service support, installation, configuration and problem resolution in Apple / MAC / Network environments.
Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service related problems.
Diagnoses mechanical, hardware, software and system failures using established procedures.
Determines most cost effective repair resolution to minimize customer downtime.
Act as the primary provider of technical support to desktop and laptop computer users for hardware, Apple / Mac OS, and application issues to Executive/Financial Level customers.
Monitor and update help desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions.
Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.
Evaluate current processes, procedures, and technology with an emphasis on identifying methods of improving effectiveness in providing support to customers.
Coordinate support and repair activities with select third party vendors.