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Desktop Engineer

5/14/2018 12:00:00 AM

The Virtual Desktop Engineer is responsible for providing technical support including, acknowledgement, diagnose, troubleshoot and resolve entry level and advanced issues assigned to queue. Adhere to policies and defined operating procedures. Update relevant IT ticketing system to record customer interactions, technical steps taken, comments and complaints. Procure computer accessories and software as needed within purchasing guidelines defined by standard operating procedures. Develop and manage effective professional working relationships with user community, co-workers and interdepartmental colleagues. Participate in after-hours IT on-call rotation and respond to emergency/urgent requests as needed. Respond, resolve or escalate all service requests and incidents following established procedures and SLA.
•    Relevant Microsoft IT certifications preferred
•    Associates Degree with an emphasis in Information Systems
•    Two or more years of relevant work experience required or equivalent in relevant work experience
•    Ability to diagnose, troubleshoot and resolve issues on Windows, . and mobile platforms
•    Excellent troubleshooting skills with the ability to multi-task & adapt to changing priorities quickly. Ability to act independently with follow-through
•    Excellent communication, strong customer service work ethic with ability to provide support quickly
•    Ability to remotely resolve technical issues across all time zones and clear understanding of elevated permissions, registry changes and active directory
•    Ability to work independently and as part of a team
•    Ability to interpret and create basic scripting
•    Ability to work flexible hours including at times nights and weekends

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