Desktop Support Engineer (Level 2)

NSC Global•Chicago, IL

About The Position

NSC Global is hiring a Desktop Support Engineer (Level 2) to provide desktop support for end users. The role maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and peripherals; documents, maintains, upgrades, or replaces hardware and software; and supports user account information, including rights, security, and system groups. The position involves a variety of complex tasks and requires judgment to plan and accomplish goals, with creativity and latitude expected. It typically reports to a project leader or manager. The engineer handles incoming help requests by phone and work orders, gathers and documents user and issue details, prioritizes and schedules problems, and escalates issues when necessary. They track troubleshooting decisions and actions through resolution, use diagnostic utilities and online resources, perform hands-on desktop fixes, test solutions, follow up with users, and develop help sheets and knowledge base articles. The role also includes integrated conference-room support and other duties consistent with the position’s scope and intent.

Requirements

Knowledge of basic computer hardware.
Knowledge of MS Teams Rooms and integrated conference-room support.
Previous experience with Microsoft Intune, imaging, and ServiceNow.
Experience with desktop operating systems, including Microsoft and Mac OS X.
Extensive application support experience.
Working knowledge of a range of diagnostic utilities.
Good understanding of the organization's goals and objectives.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning.
Strong documentation skills.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed, with keen attention to detail.
Proven analytical and problem-solving abilities, including the ability to solve complex problems with innovative solutions.
Ability to effectively prioritize and manage multiple priorities.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
Excellent customer service, technical, organizational, and communication skills, in person and by phone.
Ability to persuade, influence, and negotiate with staff and vendors in critical situations.
Ability to motivate others and work cooperatively in a group.
Able to sit at a desk, grasp writing instruments, and manipulate fingers to perform keyboard strokes.
Able to move between buildings and lift 40 pounds, moving items from under a desk to a cart and vice versa.
May require an associate’s degree in a related area or 5+ years of experience in the field or a related area.

Responsibilities

Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
Document, maintain, upgrade, or replace hardware and software systems.
Support user account information, including rights, security, and system groups.
Respond courteously to incoming help requests from end users by telephone and work orders.
Document user identification and contact details and the nature of each problem or issue.
Build rapport with help desk customers and elicit details about their problems.
Prioritize and schedule problems and escalate them to an appropriately experienced technician when required.
Record, track, and document the help-request troubleshooting process, decisions, actions, and final resolution.
Use diagnostic utilities to assist with troubleshooting.
Use software updates, drivers, knowledge bases, and frequently asked questions resources to resolve problems.
Identify and learn the software and hardware used and supported by the organization.
Perform desktop-level fixes, including installing and upgrading software, implementing file backups, and configuring systems and applications.
Test fixes and perform post-resolution follow-ups with users.
Develop help sheets and knowledge base articles for end users.
Perform integrated conference-room support.
Conduct research into computing issues as required and explain technical concepts in user-friendly language.
Prioritize and execute tasks in a high-pressure environment and collaborate with others to achieve common goals.
Perform related duties consistent with the scope and intent of the position.