Deskside Support Engineer


Racine, WI

Industry: Technology


Less than 5 years

Posted 164 days ago

  by    Cynet Sytems

This job is no longer available.

We are looking for Deskside Support Engineer for our client in Racine, WI

Job Title: Deskside Support Engineer

Job Location: Racine, WI

Job Type: Contract ? 12 Months / Contract to Hire / Direct Hire

"US citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time."

Job Description:

  • This position assists customers, end users and operating staff with technical support of desktop computers, applications, and related technology. 
  • Interaction with multiple levels of end users, managers, dispatch partner is required. 
  • Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. 
  • Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
  • A good understanding of general IT services is required.  
  • "Smart Hands" services and cooperation with subject matter experts to provide "eyes, hands and feet" in support of Networking Equipment, Servers, Telecoms and other IT related equipment. 
  • Excellent communication and verbal skills.

Roles & Responsibilities include (but are not limited to):

  • Accurately testing, identifying, repairing, resolving, and documenting end user technical issues for basic Desktop/Laptop/Workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys, Smartphones and basic printer support
  • Support users with Apple Mac and IOS devices
  • Support Multifunctional Devices (MFD) for issues like Scan to Email, Scan to Fax, Email to Fax etc.
  • Support In-country PBX networks and PSTN interfaces
  • Support Hardware/Software selection and Procurement effort
  • Support Hardware Refresh, Redeployment and Disposal activities
  • Troubleshooting and resolving software issues. Ability to install, configure, reconfigure or reinstall software including remotesupport
  • Reimaging computers/hard drives in accordance with customer standards
  • IMACD function including installation and decommission.
  • Backing up and restoring settings and associated systems administration activities
  • Taking ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.
  • Categorize and prioritize end user support requests and service requests by utilizing a Remedy ticketing system to track tickets and provide up-to-date status and information. 
  • Move equipment associated with escalated help desk incidents and service requests
  • Performing asset inventory activities as needed.  
  • Trains and orients users on use of hardware and software.
  • Recommends and / or performs upgrades on systems to ensure longevity.
  • Support VIPs on site, if need be
  • Coordinate with local cabling vendor for cabling requirements
  • Video Conference Support
  • Performs other duties as assigned

Desired Experience:

  • At least 3 years' hands on experience in field Support Services
  • OEM Certified Technician for ordering parts through OEM and parts replacement
  • Strong Microsoft Office skills (Outlook, Word, and Excel)
  • Strong Microsoft operating System installation and troubleshooting skills
  • Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers
  • Basic knowledge to support Mac devices
  • Knowledge to support Multifunctional Devices, Smart Phones, PDAs & BYOD
  • Broad experience in IT related services with basic understanding of Networks, Intel Servers and Telecoms
  • Strong customer service skills
  • Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
  • Strong written and verbal communication skills
  • Must be detail oriented and self-motivating
  • Ability to successfully pass a background security check
  • Experience including remote control of PCs and video conferencing knowledge
  • Handling of Tape Media and basic Back-ups loading and loading techniques
  • Rotational On-call for executive support