Desktop Support Engineer (Level 2)

23 Nov 2024

Vacancy expired!

Neos is a leading Austin-based IT Staffing and Consulting firm. Neos was recognized as a one of the Best Places to Work in Austin by the Austin Business Journal. Neos is currently seeking a Desktop Support Engineer (Level 2) for a multi-year contract position with our client in Austin, Texas.

Only Candidates Local to Texas Need Apply We are looking for a Desktop Support Engineer to provide technical assistance to our customers. You willhelp install, upgrade and troubleshoot hardware and software systems. Your primary responsibilities will be in Incident and Problem Managements. This position will be working with: 1) The EUC Engineering team which is responsible for creation and deployment of packages and images to all workstations, laptops and tablets using SCCM 2.2) Level 1 Service Desk handling most incidents as they come in.

W

orker will perform these Tasks:
  • Address user tickets regarding hardware, software and networking
  • Walk customers through installing applications and computer peripherals
  • Ask targeted questions to diagnose problems Guide users with simple, step-by-step instructions Conduct remote troubleshooting
  • Test alternative pathways until you resolve an issue
  • Record technical issues and solutions in logs
  • Direct unresolved issues to the next level of support personnel Follow up with clients to ensure their systems are functional Report customer feedback and potential product requests
  • Help create technical documentation and manuals
  • Create Knowledge Area Articles (KEAs) to increase resolution on Level 1
  • Identify opportunities for continual service improvement
  • Identify and resolve problems

Requirements:
  • Proven work experience as a Desktop Support, Technical Support Engineer or similar role
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Working knowledge of office automation products and computer peripherals, like 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
  • BSc in Computer Science or relevant field
  • 6+ years experience in desktop support
  • 2+ years experience in problem management
  • ITIL Foundations certifications recommended
  • Comptia A+ certification recommended
  • MCSA/MSCE desired

Years

Skills/Experience6+Desktop Support5+Experience in a NOC/Call Center environment (Incident Management2+Change Management2+Problem Management

Years

Skills/Experience5+Continual Service Improvement

  • ID: #23298425
  • State: Texas Austin 73301 Austin USA
  • City: Austin
  • Salary: Depends on Experience
  • Job type: Contract
  • Showed: 2021-11-23
  • Deadline: 2022-01-17
  • Category: Et cetera