Desktop Support Specialist (Onsite) - Paranet Solutions, Inc.

We are looking for an L2 Build-Out Systems Technician to provide technical assistance to our customer in the Dallas area. You will help install, upgrade, as well as troubleshoot hardware and software systems.

You will also aid L1 technicians and work ticket escalations.

If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should also be familiar with remote troubleshooting techniques.

Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.

Duties and Responsibilities

• Address/Manage user tickets regarding hardware, software and networking based on priority
• Installing applications and computer peripherals for customers
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting as needed
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Record technical issues and solutions in logs
• Manage multi-client hardware inventory
• Direct unresolved issues to Senior Engineers
• Image devices (Desktops, Laptops, Tablets)
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Help create technical documentation and manuals

Skills, Requirements and Qualifications

• Experience - Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role working with Windows/Linux/Mac OS environments. Intune and MDM experience preferred
• IT computer networking – Technicians oversee running servers, switches, routers, monitors, and computer networking
• Troubleshooting skills – Performing tests to identify and fix errors in computer networks including LAN and WAN is a key component of their work
• Physical Requirements – Stay on their feet, and regularly crawl, crouch, kneel, lift, and move up to 40lbs over short distances
• Specific Technical Skills – Knowledge of network security practices and anti-virus programs, office automation products and computer peripherals, like printers and scanners. Knowledge of imaging computers
• Communication skills – Being able to explain complicated technical process in a simple way to non-technical staff is a requirement for successful technicians
• Attitude – Customer oriented attitude
• Education/Certificates – BS in Information Technology or equivalent experience, CompTIA A+ and Network + or equivalent experience