Desk Side Engineer-Senior / End User Desktop - Aditi Consulting

Summary:

• Deskside support Engineer with a minimum of 4 years of experience providing desk side support, acting as senior engineer specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment.
• Provides Tier 2 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills.
• Need to be able to work independently and as part of a team.
• Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting.
• Perform IMAC procedures and lifecycle refresh activities.
• Familiarity with ServiceNow a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs.
• Experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, Zoom needed.
• Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration and domain administration.
• Must possess a Degree. High School Diploma may be substituted with 6 additional years of related experience.
• HDI Technical Support Professional required within six (6) months of employment.
• Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues.
• Troubleshoots complex issues.
• Updates status of queued service requests with the IT service management system.
• Certifications desirable but not required include A+, Net+, Secure+, ITIL V4.
• Must be reliable and have independent transportation.

• Responsible for providing desk side support to end users for complex issues regarding response and resolution.
• Escalation points for Junior and Mid-level desk side engineers.
• Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues.
• Troubleshoots complex issues that were unable to be remediated by junior and mid-level engineers.
• Updates status of queued service requests with the IT service management system.

• Deployment of customer hardware and software
• Troubleshooting IT issues
• Problem Resolution IT support to end users

• The support will range from simple to complex system issues and may include VIP support requirements.
• The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment.
• Must have strong customer service skills and be able to multitask between hardware and software solutions.
• We are looking for exceptional organization skills, scheduling, and the ability to document processes.
• Strong skills with imaging machines and troubleshooting during the image process are a plus.
• Customer service and communication skills
• Remote and Deskside Experience troubleshooting hardware and software issues
• Troubleshooting Microsoft Windows
• Installation and configuration of new machines in a Windows environment.
• Smart cards / PIV cards (general knowledge)
• Experience with Office 365, VPN, Active Directory, Thin Client
• Provide Remote Tool Support
• Conference Room / VTC Setups
• HDI Desktop Tech

 
Compensation:
The pay rate range above is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this position (compensation may vary outside of this range depending on several factors, including but not limited to, a candidate’s qualifications, skills, competencies, experience, location and end client requirements).
 
Benefits and Ancillaries:
Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.
 
 
Aditi Consulting LLC uses AI technology to engage candidates during the sourcing process.  AI technology is used to gather data only and does not replace human-based decision making in employment decisions.
 
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