Desktop Support Engineer

Good Samaritan • Vincennes, IN

18h

About The Position

Provide customer service-oriented desktop support to all stakeholders within the organization. Serve proactively by anticipating and resolving incidents, and completing service requests; while maximizing efficient use of computing resources.

Requirements

• Understanding of personal computer hardware and software (Operating Systems and Applications); general network connectivity concepts.
• Must be a problem solver to identify the nature of reported incidents and the ability to implement or research a solution.
• Must have proven customer service skills with a positive can-do attitude towards meeting the needs of customers.
• Ability to create documentation for internal and external purposes.
• Flexible and able to adapt to a rapidly changing environment.
• Must be organized and have the ability to manage projects of varying length.
• Positive, self-motivated individual who can complete tasks independently.

Responsibilities

• Configure, deploy, maintain, troubleshoot and support computer workstations and laptops according to departmental policies and procedures.
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers and administrative systems.
• Proactively manage incident and service request records by monitoring work queue.
• Provide support at a level which adheres to pre-defined Service Level Agreements.
• Provide face-to-face support for stakeholders, as needed, when phone support is not applicable to resolve an incident or fulfill a request.
• Create and maintain documentation which defines the support function of the role. Provide the documentation to the Service Desk in the form of knowledge base articles.
• Create and maintain customer-facing documentation (instructions, FAQ, etc) which will enable the customer in self-supporting their work environment.
• Upon request, offer insight and assistance in the review of new hardware and software.
• Carry out special tasks at Management's direction.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed