Desktop Support Engineer (Level 2)

NSC Global•Chicago, IL

1d•Onsite

About The Position

NSC Global is hiring a Desktop Support Engineer to provide onsite and remote technical support in Apple/Mac and network environments. The role supports desktop and laptop users, including executive and financial-level customers, and includes installing, configuring, troubleshooting, and resolving computer, printer, software, and system issues. The position is fully onsite in Chicago, Illinois, Monday through Friday, 8:00 a.m. to 5:00 p.m. It is a direct-hire W-2 position with an immediate start date. The engineer serves as a customer’s primary technical contact from ticket assignment through resolution, communicates progress, schedules work, and maintains incident records to demonstrate service-level compliance. The role also evaluates support processes and technology for improvement and coordinates repairs with selected third-party vendors. The position typically reports to a project leader or manager.

Requirements

An associate degree in a related area or 3–5 years of experience in the field or a related area may be required.
Experience troubleshooting Zebra printers or label makers.
Technical ability to provide desk-side support for computer and printer hardware, common software applications, and Apple/Mac OS issues.
Proficiency using personal-computer tools for word processing, decision support, and communication.
Problem-solving skills and experience supporting financial customers.
Proficiency in networking, VPN, wireless, customer service, ticketing system applications, and multitasking.
Ability to understand technical concepts and develop ways to help others learn.
Ability to solve complex problems with innovative solutions, manage multiple priorities, and quickly understand client business problems to develop solutions and recommendations.
Excellent customer service, technical, organizational, and communication skills, both in person and by phone; effective listening and a team-oriented approach.
Ability to persuade, influence, and negotiate with staff and vendors in critical situations, motivate others, and work cooperatively toward shared goals.
Ability to sit at a desk, grasp writing instruments, and manipulate fingers to type on a computer.
Ability to move between buildings and lift 40 pounds, including moving items from under a desk to a cart and back.

Nice To Haves

Previous experience with Microsoft Intune, imaging, and ServiceNow.
Experience supporting conference rooms and integration hubs.

Responsibilities

Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
Document, maintain, upgrade, or replace hardware and software systems.
Support and maintain user account information, including rights, security, and system groups.
Provide onsite and remote technical service, installation, configuration, and problem resolution in Apple/Mac and network environments.
Provide customers with technical support on system operation and maintenance, and serve as a contact for technical and service-related problems.
Diagnose mechanical, hardware, software, and system failures using established procedures.
Determine cost-effective repair resolutions to minimize customer downtime.
Provide primary desk-side technical support to desktop and laptop users for hardware, Apple/Mac OS, and application issues, including for executive and financial-level customers.
Monitor and update help desk incident tickets to document response and resolution, service-level compliance, daily activities, and solutions.
Serve as the primary customer contact from ticket assignment through successful resolution; schedule work and communicate status and progress.
Evaluate processes, procedures, and technology to identify ways to improve customer support effectiveness.
Coordinate support and repair activities with selected third-party vendors.