Desktop Support Engineer

Reliance Standard Life Insurance Company•Philadelphia, PA

1d•Hybrid

About The Position

The Desktop Support Engineer will provide tier one support to end users, troubleshooting hardware and software problems both in person and remotely. This role involves resolving and documenting solutions in the Footprints ticketing system, troubleshooting network connectivity issues related to Cisco ISE, and performing video conferencing and projector equipment setups. The engineer will also assist with equipment installations, relocations, corporate-wide software installations and updates, installing patches for in-house systems, and PC/software upgrades. Configuration of new PCs with the corporate image, thin client configuration, and PC virtualization are also key responsibilities. A strong focus on customer service, rapid identification and resolution of issues, and timely updates to customers is essential. Participation in team and customer meetings is also required.

Requirements

Bachelor’s or Associate’s Degree in Information Technology, Computer Science, or related field
5 years of helpdesk or desktop support experience required.
Windows Operating System
Basic Networking Knowledge
Experience troubleshooting, installing, and configuring hardware and software
Ability to explain technical issues to non-technical people
Ability to read, understand, and apply complex technical information and to master new computer technology
Strong planning and organizational skills and the ability to meet deadlines

Nice To Haves

Comp TIA A+, Comp TIA Network+, and/or Microsoft Technology Associate (MTA) certification a plus

Responsibilities

Troubleshoot hardware and software problems both in person and remotely, resolving and documenting the solutions in Footprints ticketing system.
Works on tickets assigned by the helpdesk providing tier one support to end users.
Provides "in-house" computer/network support relating to software and hardware problems.
Troubleshoots network connectivity issues related to Cisco ISE.
Work on helpdesk and management assigned tickets via Footprints ticket system.
Video conferencing and projector equipment setups.
Provide documented resolution within Footprints database tracking system.
Assists in equipment installations and relocations within the company.
Assists in corporate-wide software installations as well as updates.
Install PACS, FAST, VUE, and APS patches (code) for "in-house" systems.
Work on PC/software upgrades when needed.
Configure new PC’s with the corporate image.
Thin Client configuration \ PC virtualization.
Focus on rapid identification and resolution of customer service issues.
Answer questions and perform initial triage on service tickets.
Timely and effective resolution to service tickets based on service level agreements.
Provide customers with updates to keep them apprised of progress toward problem resolution.
Participate in team meetings and customer meetings as requested.

Benefits

An annual performance bonus for all team members
Generous 401(k) company match that is immediately vested
A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.
For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
Multiple options for dental and vision coverage
Company provided Life & Disability Insurance to ensure financial protection when you need it most
Family friendly benefits including Paid Parental Leave & Adoption Assistance
Hybrid work arrangements for eligible roles
Tuition Reimbursement and Continuing Professional Education
Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays.
Volunteer days, community partnerships, and Employee Assistance Program
Ability to connect with colleagues around the country through our Employee Resource Group program