Desktop Support Engineer (Level 2)

NSC Global•Chicago, IL

11h

About The Position

NSC Global is hiring a Desktop Support Engineer to provide Level 2 desktop and end-user support. The role maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and peripherals; documents, maintains, upgrades, and replaces hardware and software; and supports user accounts, permissions, security, and system groups. The position uses experience and judgment to plan and accomplish goals, performs complex tasks, and is expected to exercise creativity and latitude. It typically reports to a project leader or manager. The engineer handles support requests submitted by telephone and work orders, gathers and records user and issue details, prioritizes and schedules problems, and escalates issues when necessary. The role includes diagnosing and resolving hardware and software problems, performing desktop-level installations and upgrades, configuring systems and applications, testing fixes, and following up with users. It also involves documenting resolution steps and creating help sheets and knowledge-base articles. This is a direct-hire W2 position with NSC Global, with an immediate start date.

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 supporting desktop operating systems, including Microsoft and Mac OS X.
Extensive application support experience.
Working knowledge of a range of diagnostic utilities.
Good understanding of organizational goals and objectives.
Exceptional written and oral communication skills.
Strong interpersonal skills, including rapport-building, listening, and questioning.
Strong documentation skills.
Ability to research a wide range of computing issues.
Ability to absorb and retain information quickly and explain ideas in user-friendly language.
Self-motivated and detail-oriented, with analytical and problem-solving abilities.
Ability to prioritize and execute tasks effectively in a high-pressure environment.
Exceptional customer-service orientation and experience in a collaborative, team-oriented environment.
Ability to understand technical concepts, help others learn, solve complex problems innovatively, and manage multiple priorities.
Ability to understand client business problems and deliver solutions and recommendations.
Ability to communicate and listen effectively in person and by phone, work cooperatively toward shared goals, and persuade, influence, or negotiate with staff and vendors in critical situations.
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 vice versa.
May require an associate's degree in a related area or five or more years of experience in the field or a related area.

Responsibilities

Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals.
Document, maintain, upgrade, and replace hardware and software systems.
Support user account information, including rights, security, and system groups.
Handle incoming end-user help requests by telephone and work orders in a courteous manner.
Record user identification and contact information and document the nature of each problem.
Build rapport with users and gather details about their issues.
Prioritize and schedule problems and escalate issues to an appropriately experienced technician when required.
Record, track, and document the problem-solving process and actions through final resolution.
Use diagnostic utilities and online software updates, drivers, knowledge bases, and FAQs to resolve problems.
Learn the software and hardware used and supported by the organization.
Perform desktop-level fixes, including software installation and upgrades, file backups, and system and application configuration.
Test fixes and conduct post-resolution follow-ups with users.
Develop help sheets and knowledge-base articles for end users.
Perform other related duties consistent with the scope and intent of the position.