Desktop Support Engineer (Level 1)

NSC Global•Bay City, MI

2d•Onsite

About The Position

NSC Global is currently looking for a Desktop Support Engineer to join our growing company. NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK and a US headquarters in New York, NY. Please review our website at www.nscglobal.com for more information on our organization. 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.

Requirements

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 the following areas – Networking, VPN, Wireless.
Proficiency in Ticketing system applications and multi-tasking.
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.
Able to sit at a desk and grasp writing instruments.
Able to manipulate fingers to perform keyboard strokes on a computer.
Mobile between buildings.
Must also be able to lift 40lbs without issue and move it from under a desk to a cart and vice versa.

Nice To Haves

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.
Relies on experience and judgment to plan and accomplish goals.
Performs a variety of complicated tasks.
Typically reports to a project leader or manager.
A wide degree of creativity and latitude is expected.
Customer Service

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.