Desktop Support Engineer

Zycron has joined with a large corporation in search of Desktop Support EngineerContract to hireWill serve as the first point of contact for users\customers seeking technical assistance through the help desk system, addressing user tickets regarding hardware, software, peripherals and networking

• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Help create technical documentation, manuals, and training material for support, training and orientation to customers, new hires and tech peers
• IT infrastructure installation, maintenance and support of hardware including managing all Desktop Support activities, Email support, and administration of Telecom systems.
• Implement and support according to regulatory compliance, policies and procedures.
• Respond to alerts from various monitoring applications, providing a layered network security
• Participate and provide project support relevant to assigned duties
• Record and respond to technical incidents and requests using the Service Desk ticketing system while adhering to performance goals
• Support Network Engineering and assigned engineering tasks and responsibilities in support of office and organizational operations. These tasks will support growth paths into more complex engineering responsibilities.
• Candidate may also be assigned other responsibilities such as planning, process improvement, equipment staging, etc. as change occurs
• Implement and support existing and new applications and technologies entering the infrastructure
• Provide prompt and courteous customer support to end users and troubleshooting activities (e.g., unlocking accounts, Service Desk ticket and queue monitoring, direct person-to-person troubleshooting, etc)
• Support third party vendor applications - installation, user setup, user support, problem resolution with vendors engineers.
• Contribute to the development and implementation of hardware and software standards for workstations, wireless technology, file & print services, etc.
• Contribute to the development and implementation of 'best-practice' standards as well as departmental policies and procedures.
• Help determine, recommend and implement hardware and software upgrades for business applications, desktop, laptop, etc.
• Provides leadership for the entire desktop support team.
• Point person to management for enterprise wide desktop projects and initiatives.
• Participate in the 24/7 rotating on-call schedule, and handle issues that arise during off hours maintenance windows.
• Evaluate new software and systems.
• Configure and setup new devices to company and compliance standards (laptops, phones, etc.), and ensure new employees are set up properly and have access to necessary systems.
• Provide quality support to employees regarding hardware and software needs and ensure timely resolution of issues and follow up with employees.
• Resolve incoming support requests via the Helpdesk as needed with limited direct supervision.
• Maintenance of software and licensing.
• Assembly and delivery of new hardware.

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands-on experience with Windows/Mac OS environments
• Working knowledge or organizational productivity and operational software products
• Working knowledge of office automation products and computer peripherals. Ie: phones, printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• Associates in Computer Science, relevant field, completion of appropriate technical course, certifications or equivalent work experience
• 3-5 years of related work experience in desktop support
• Education and Experience:
• Associate’s degree required; Bachelor’s degree in related field preferred.