Desktop Support Engineer (Level 2)

NSC Global is currently looking for a Desktop Support Engineer to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK and a US headquarters in New York, NY. Please review our website at www.nscglobal.com for more information on our organization.

POSITION Desktop Support Engineer

JOB TYPE Direct Hire (W2) with NSC Global

START DATE IMMEDIATELY

Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups. May require an associate’s degree in a related area or 5+ years of experience in the field or in a related area. Familiar with a variety of the fields’ concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. Typically reports to a project leader or manager. A wide degree of creativity and latitude is expected.

Position Description

• Field incoming help requests from end users via both telephone and work orders in a courteous manner.
• Perform related duties consistent with the scope and intent of the position
• Test fixes to ensure problem has been adequately resolved.
• Develop help sheets and knowledge base articles for end users.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Perform post-resolution follow-ups to help requests.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Apply diagnostic utilities to aid in troubleshooting.

Knowledge & Experience

• Knowledge of basic computer hardware.
• Working knowledge of a range of diagnostic utilities.
• Strong documentation skills.
• Good understanding of the organization's goals and objectives.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Exceptional written and oral communication skills.
• Extensive application support experience.
• Experience with desktop operating systems including Microsoft, and Mac OS X

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in user-friendly language.
• Ability to absorb and retain information quickly.
• Proven analytical and problem-solving abilities.
• Experience working in a team-oriented, collaborative environment.
• Highly self-motivated and directed.
• Exceptional customer service orientation.
• Keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

Soft Skills

• Thought Process Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities. Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve.
• Interpersonal Excellent customer service, technical, organizational, and communication skills -- in person and on the phone; effective listening and team orientation. Able to persuade, influence and negotiate with staff and vendors in critical situations. Able to motivate others and work cooperatively in a group to achieve common goals.
• Physical Able to sit at a desk and grasp writing instruments. Able to manipulate fingers to perform keyboard strokes on a computer. Mobile between buildings. Must also be able to lift 40lbs without issue and move it from under a desk to a cart and vice versa.