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The Computer Merchant, Ltd. Desktop Engineer in Boston, Massachusetts

Reference # : 21-02537 Title : Desktop Engineer Category: Information Technology Location : Boston, MA Position Type : Contract Experience Level : 3 Years Start Date / End Date : 09/14/2021 / 12/31/2021 Description Desktop Engineer is tier 2 technical support role that deals primarily with hardware refresh and device setups, software installations, and moderate to high complexity hardware/software troubleshooting issues escalated from tier 1 technical support. The ideal candidate must possess a working knowledge of desktop and laptop hardware components, hardware configurations, and have software troubleshooting experience. Desktop Engineer applicants must have been working in a Desktop Support role within the past 2 years. Experience with Office 365, Microsoft Outlook, Microsoft One Drive, Microsoft Enterprise Mobility Suite, MS Teams. Job Duties: Receive work tasks through the company enterprise ticketing system (ServiceNow) to install hardware and software on desktop and laptop machines Image or re-image computers from standardized base image and business unit application profile. Respond to assigned tickets and requests of medium to high complexity escalated from the help desk Install, support, and diagnose/troubleshoot hardware and software for desktop and laptop computers. Configure and deploy mobile devices (iPhone/iPad). Ability to lift and carry computer components to deploy and connects pc laptops and desktops at customer office and cube locations. Remote problem solving through use of remote connection and installation tools. Upgrading desktop hardware RAM / Hard Drives / Video Cards etc. Perform workstation moves and setups Perform printer configuration, setup and troubleshooting. Perform troubleshooting of LAN and connectivity issues. Perform data migrations and assist in data restorations. Create and maintain support documentation for the team based on fixes found during troubleshooting issues, as well as installation guides for software and PC builds. Log problems and resolutions using Problem Tracking Software and update work tickets in real-time with status and next steps toward closure and detailed resolution steps Perform work within desktop and software upgrade projects Skills: Experience with ServiceNow tool, Microsoft Outlook, Microsoft One Drive, Microsoft Enterprise Mobility Suite, MS Teams. Good working and troubleshooting knowledge of Windows 10. Basic Microsoft Active Directory knowledge and usage Excellent time management skills are needed to multi-task work quickly and balance multiple tasks at once while maintaining service level agreements with business units. Good communication skills are one of the most important facets of Desktop Engineer job role in maintaining high customer service levels. The Technician is the first point of contact for an End User; because of this it is vital that the technician set the appropriate expectations to provide great interactions. The Technicians role includes (but is not limited to) Be available for Walk-In Support during operation hours of the TechLounge Dress and act in a professional courteous manner Empathize with an End User Provide fast effective technical support, in a positive manner Follow direction from Local Operations Manager Work on Assigned Tickets (incidents and Tasks) in a timely manner If no specific Assigned Tickets must self-regulate and work on tickets in queue(s). Open Service tickets (if required), follow up on tickets that are not closed by TechLounge Track each interaction in an internal database Be comfortable talking about all the technologies and services supported Be able to perform a warm handoff between the end user to additional support teams as necessary Maintain training materials, loaner devices, training devices. Which includes (but not limited to) tracking, re-formatting HDD's, cleaning, charging, setting up for user and/or trainers Maintain training materials inventory, Provide on the spot, fast effective technical assistance, in a positive manner Answer "how to questions " Open and close facility Provide "tours of the facility Set up equipment for training sessions, as needed Promote (reference) TechLounge Central and TL training sessions Posses excellent soft-skills Equal Opportunity Employer Veterans/Disabled