IT Support Engineer

Job Description

• Resolve internal customer task and incident tickets in ServiceNow in a timely fashion while providing great customer service
• Troubleshoot and resolve issues with DISH issued computers and mobile devices
• Image and deploy end user computing equipment to users
• Collaborate with relevant teams to address issues beyond the scope of this role providing a beginning-to-end resolution
• Install approved software on computers based on approved tickets in the queue
• Network, Wi-Fi and printer/plotter troubleshooting
• Manage and maintain VOIP telephone system
• Order equipment through internal requisition process, maintain current equipment and follow hardware asset management processes keep all IT areas clean and organized
• Serve as the main point of contact during system outages
• Create tickets in ServiceNow for ad hoc work performed for end users
• Draft Knowledge base entries to ensure consistency of support across IT operations teams

Qualifications

• 2-4 years of relevant experience and equivalent work experience or Bachelor’s degree
• Strong customer service skills including follow through and follow up
• Curiosity and a desire to solve the problem correctly the first time
• Ability to manage, track and prioritize multiple tasks and projects
• Willingness to share knowledge and expertise with teammates
• Attention to detail and willingness to go the extra mile
• History of exceeding ticket closure goals
• Proven ability to document customer contacts, troubleshooting steps taken, current status and resolutions in tickets
• Strong Mac, Windows, and iOS desktop support experience
• Team player who works well with others

Preferred skills

• Experience supporting OSX in an enterprise environment
• Experience with Cisco Unified Communications
• Experience with Workspace One and SCCM
• Experience researching logs to determine the root cause of failed installations
• Experience with infrastructure cabling and design
• Technical documentation abilities

Additional Information