Job Description
A Desktop Support Engineer’s ultimate aim is to provide support to an organization’s staff members to make sure all computers, network connections and software are properly functioning. To achieve this, a variety of tasks come into play.
TROUBLESHOOT TECHNOLOGY ISSUES Desktop Support Engineers provide knowledgeable advice and use their expertise to help end users solve their technology issues. Whether a laptop is not able to connect to the Internet, a software platform is malfunctioning or a server is not saving data files, Desktop Support Engineers must utilize their expertise to come up with a solution.
INSTALL AND MAINTAIN EQUIPMENT AND SOFTWARE When new employees are hired, Desktop Support Engineers are responsible for setting up their workstations. This includes ensuring that new employees have the programs, applications and other technology they need to perform their duties. In addition to setting up and configuring computers and software, Desktop Support Engineers also maintain, update and upgrade equipment as needed.
PROVIDE CLIENT SERVICE The employees of the organizations are, in essence, the Desktop Support Engineer’s clients. As such, engineers must provide excellent service to meet all of their needs. This involves training new individuals in using the software and apps of the company, responding to ad hoc and urgent requests, setting up workshops for updates or new software as they are implemented and advising executives on the most appropriate and cost effective technological solutions for the company.
Desktop Support Engineer Skills and Qualifications
A Desktop Support Engineer must have advanced technological skills to solve potentially complex IT issues, as well as interpersonal and leadership skills to manage a team of employees. Proven experience providing desk side support, acting as specializing in troubleshooting complex and advanced end-user issues with hardware and software. Must have a broad base of knowledge and be fluent in multiple IT disciplines such as computing and networking.
CORE SKILLS: Average DSE 1-3 years
· Knowledge of computer science
· Knowledge of software engineering
· Background in IT and
· Asset / Inventories management
· Ability to diagnose, troubleshoot and resolve PC Laptop and Desktop hardware and application issues
· Ability to perform installation, move add and changes to end user desktop environment
· Ability to support end user mobile smart devices
· Strong communication skills – written and verbal
· Problem-solving skills
· Ability to multitask
· Keep calm under pressure
· Ability to work independently prioritizing daily operational objectives for support
ADVANCED SKILLS: Seasoned DSE 3 or more years
· Programming experience
· Network security experience - Ability to diagnose, troubleshoot and resolve end user network connectivity issues
· Training experience
TOOLS OF THE TRADE: DSE required experience and education
· Windows platforms
· Anti-virus
· Microsoft active directory
· Cloud platforms
· Computer peripheral devices - PCs, printers, device drivers
· Imaging software tools such as MDT, SCCM, Intune, etc.
DSE CORE QUALIFICATIONS:
POST-SECONDARY DEGREE DESIRED - bachelor’s degree in computer science, information technology, or equivalent Military experience considered
· PROVEN EXPERIENCE AS A DESKTOP SUPPORT ENGINEER
· CERTIFICATIONS in networking, computer hardware/software, and desktop management- Microsoft Certified Desktop Support (MCDST), A+, N+, SECURITY+, MCP, MCSA
· Proficient with Microsoft Office (Outlook MS365, Word, Excel 2007, 2010, 2013)
· Must have basic networking (TCP/IP) knowledge – TCP/IP, WINS, DHCP and DNS within Windows- 7 operating system and Windows 10 and MACs to resolve customer workstation issues
· User Accounts management and configuration (AD, Azure, AD Exchange, MS365) - Office 2007, 2010, 2016