Desktop Support Engineer (Level 2)

Overview

Overview

NSC Global is currently looking for a Windows 11 Migration Desktop Support Engineer to join our growing company.

 

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK and a US headquarters in New York, NY. Please review our website at www.nscglobal.com for more information on our organization.

 

POSITION: Desktop Support Engineer - Windows 11 Migration

JOB TYPE: Direct Hire (W2) with NSC GlobalSTART DATE: IMMEDIATELY

 

Responsibilities

The role consists of hardware and software support for Lenovo workstations across the enterprise. This includes desktops and laptops. Proficiency in Windows 10/Office365 Products/Outlook/Teams, and imaging. Your responsibilities will include installing a new operating system and platform and upgrading applications and systems within the company’s network. Must be able to troubleshoot and resolve any imaging issues for standard PC's/laptops. Exercises independent judgment and decision-making in planning, organizing and conducting work assignments. Handle large volumes of imaging requests. Excellent customer service skills and ability to communicate effectively.

May require a bachelor’s degree in computer science or a related field or a minimum of 2 -4 years of experience in the field or in a related area. Familiar with a variety of the fields’ concepts, practices, and procedures. Relies on experience and judgement to plan and accomplish goals. Performs a variety of complicated tasks. Typically reports to a project leader or manager. A wide degree of creativity and latitude is expected.

 

Position Description:

• Field incoming help requests from end users via both telephone and work orders in a courteous manner.
• Ability to migrate company’s computer systems to the newest version of Microsoft Windows.
• Testing the compatibility of existing PC software and provide fixes or alternatives if necessary.
• Post-Migration support and to help employees with the new operating systems, troubleshoot when issues arise, and offer computer skills training when necessary.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position

Qualifications

Knowledge & Experience:

• Knowledge of basic computer hardware.
• Experience with imaging.
• Knowledge of Windows 10 and 11.
• Ability to migrate company’s Lenovo computer systems to the newest version of Microsoft Windows.
• Experience with desktop operating systems including Microsoft.
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Good understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.

Personal Attributes:

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.