Deskside Support Engineer

Position:

Deskside Support Engineer Location:

Rockville, MD 20850 (Onsite)

Hiring:

Fulltime with Hexaware Technologies Summary of Position The Deskside Support Systems Specialist will be responsible for efficient and reliable operation of the Client desktop environment and end-user support. This position serves as the on-site desktop level 2 end-user support and requires the ability to manage and handle all break & fix tickets/requests and aids with project implementations as needed. Responsibilities and Job Duties Provides direct technical support and assistance to end-users over the phone, in person and or remotely. Manages and handles all escalated tickets from Level1, identifies best solutions based on information provided by customers Provides in depth technical support; diagnose and resolve problems ranging from Tier1 -3 type issues. Troubleshoots applications, errors, and operating systems (Windows10). Mitigate and handle system viruses, malware, spyware & Adware. Hardware component replacement and use of system imaging software to create and load images Proactively monitors and identifies trends and behaviors in systems support and addresses the findings or escalate to other IT team resources Support of audio/visual systems (TVs, projectors, etc.), and video teleconference systems (VTC) Contributes to timely and accurate communications with other parts of the organization regarding IT Act as the escalation line of support for complex IT support issues from helpdesk staff, employees and team members Monitors, manages, and tests desktop system backups. Process new hires, employee changes and separations including network and telephone account creations/modifications and coordination of equipment configuration and installation Receives and tracks hardware assets according to policy and process equipment delivery/shipping as needed Ensure that all assigned tasks are completed in a manner which meets regulatory requirements and updating or creating procedures to address any potential issues Traveling to all corporate sites to provide scheduled network maintenance and address outstanding and reported issues. Knowledge, Skills and Abilities Excellent oral and written communication skills Good knowledge and support of SCCM, Microsoft Exchange Online, Skype for Business, Office 365, and SharePoint Online Understanding of Windows OS support tasks (2008 - 2016 & 7 - 11), setup OS to a new unformatted hard drive and/or RAID controller Command of how-to setup / configure network printers in a Windows print server environment, along with providing printer hardware support Knowledge of AD account management, group policies, DHCP, DNS, as well as centralized patch management for desktops and servers