Desktop Support Engineer - Tech M USA

Desktop Support Engineer

Location: Des Moines, IOWA (Day1 Onsite)

Type: Fulltime

Experience: 8 to 10 Years

Job Description

Lead a team of L2 Desktop Support field engineers

Resolving L2 and L3 desktop support tickets and providing resolution to all hardware and software issues concerning laptops/ desktops and peripherals/ printers

Installing and configuring computer hardware, software, systems, networks, printers, and scanners

Providing Remote support using tools like Bomgar for remote sites

Manage the dispatch activities for remote sites and ensure resolution for the issues reported.

Asset Management and Weekly status reporting

Client installation and troubleshooting

Re Imaging and software patch installation

Last level of Technical Escalation for desktop support tickets

Able to perform root cause analysis and forensic analysis.

Vendor management and documentation

Report Information security incidents and weaknesses to Operations manager and CISO

Knowledge, Skills & Competencies:

Hands on experience in desktop support

Hands on IMAC of desktops and Laptops

Troubleshoot and install MS Office, Applications and

Troubleshot MAC OS basic issues

Hands-on experience with Windows/Linux/Mac OS environments.

Working knowledge of office automation products and computer peripherals, like printers and scanners.

Knowledge of network security practices and anti-virus programs.

Expert Level Administration of Hardware and Firmware exposure to physical system environments.

Analytical skills to accurately identify the root cause.

Experience of working with customers through direct interaction during support and change management activities.

Excellent verbal and written communication skills.

Effective team player as well as ability to drive autonomously.