Service Desk Engineer

Providence
1/19/2022

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Position Description

Provides IT support to end users on a variety of issues. Responds to telephone calls and emails for technical support. Identifies, researches, and resolves technical problems regarding desktop hardware, VDI issues, software equipment; tracks and monitors problems to ensure timely resolution; keeps end users apprised of status of requests.

Essential Functions:

• Daily hands-on monitoring and maintenance (configurations, settings) of the VDI environment
• Provides helpdesk support and resolve problems to the end user’s satisfaction
• Addresses all issues from level 1 to 3 and escalate as needed to another member of the team (i.e. deskside, phone and email requests)
• Works in conjunction with team members and user base to fulfill helpdesk tickets
• Follows through on all service requests, ensuring end user receives detailed information regarding status of request and time frame for resolution
• Documents all help desk activity and identifies repeat patterns which may need to be addressed through an alternative process. Meets departments SLA and responds to tickets within required time-frame.
• Assists with on boarding/off boarding of new users, including VDI or hardware setup
• Installs, tests and configures new workstations, peripheral equipment and software
• Maintains inventory of all equipment, software and software licenses
• Assigns users and computers to proper groups in Active Directory
• Patches the VDI and physical desktop environment on a monthly basis
• Keeps management apprised of problems which may escalate
• Support of remote access including SafeNet tokens (dual factor authentication) and VPN requests
• Assists with IT Infrastructure projects as needed

Knowledge, Skills and Abilities:

• Working knowledge of Windows 7, Windows 10, Office 2013 and Office 2016
• Working knowledge of Virtual Desktop infrastructure
• Mid level knowledge in VMware Horizon View 7 and higher
• Advanced skills in Active Directory including setting up accounts, disabling accounts, security groups and NTFS permissions
• Working knowledge of Liquidware ProfileUnity
• Experience with one or more of the following: PowerShell scriping, Office 365 User management and mailbox setup, TrackIT, Service Desk Plus, Networking and Voice Telecommunication is a plus
• Good working knowledge of laptops including, WIFI connectivity, Authentication (SafeNet), docking stations, laptop maintenance and operations.
• Working knowledge of desktops, workstations, laptops, IVR (Unify), zero clients and ThinPC technology
• Should be aware of ITIL processes of Incident Requests, Change Management, Problems, Service Request and related activities
• Demonstrated familiarity with printers, monitors, multiple screen displays, peripherals
• Proficiency with troubleshooting, baseloads (Clonezilla), system updates and virus software.
• Working knowledge on Anti-Virus and malware software (Symantec Endpoint Protection)
• iPhone Configuration and support (Airwatch)
• Advanced troubleshooting and multi-tasking skills
• Effective Communication Skills
• Ability to think outside the box on issues that arise
• Strong organizational skills and attention to detail
• Time management
• Team Oriented
• Continuous Learning
o Keep pace with technology advancements through self-paced and company sponsored education.

Requirements:
• 2-3 years of helpdesk experience with deskside support, telephone and email support required
• Associate’s Degree in IT, Computer Science, or Engineering and/or recognized industry certifications preferred

Work Environment / Physical Demands:
• Typical office environment
• Must be able to sit for prolonged periods of time in front of a computer.
• Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking.

Attendance Requirements:
• 40 hour work week (M-F) as assigned and additional hours as required.
• Position includes some after hours and weekend work for deployments, testing and monthly patching.

Type: Full-time