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Desktop Engineers - Desktop Engineer II

Company: Metasys Technologies
Location: Richardson
Posted on: June 24, 2022

Job Description:

Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals. Able to resolve local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents. Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.

POSITION DUTIES AND RESPONSIBILITIES:

Provide Level-2 technical support for supported desktops, laptops, and peripherals. This includes the following activities:

Provide Level-2 technical support for supported desktops, laptops, and peripherals. This includes the following activities:

Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors.

Managing returns on warranted parts and systems

Packaging and shipping replacement parts to customers

Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers

May participate in development of information technology and infrastructure projects

Installing, supporting and troubleshooting approved desktop software

Performing planned maintenance, moves, adds and changes

Provide support services to employees with technical problems and information technology issues involving desktop, laptops, PDA or network services from local personnel or from employees using network remote access (VPN)

Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel

Exercises judgment with defined procedures and practices to determine appropriate action

Creating and maintaining images for standard systems

Recommends hardware and software solutions, including new acquisitions and upgrades

Demonstrates good judgment in selecting methods and techniques for obtaining solutions

Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures

Requires little day-to-day supervision

Ability to work on call after hours as required

Communicate effectively with multiple customers and co-workers. This includes the following activities:

Consulting with the Service Desk on support calls

Able to communicate highly technical information to both technical and non-technical personnel

Providing Case status updates to management and end-users

Providing phone support and diagnostics to remote customers

Participating in training programs designed to educate customers about basic and specialized applications

Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support

TEAM LEAD RESPONSIBILITIES (if applicable):

none

QUALIFICATIONS:

Strong customer service skills

Reliability and a strong sense of responsibility

Ability to work independently and take ownership

Solid technical and analytical skills required

Ability to troubleshoot, support, and repair software and hardware for desktop and laptop computers

Knowledge of supported Microsoft Windows operating systems

Experience with Active Directory administration

Knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office

Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities

Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues

EDUCATION and/or WORK EXPERIENCE:

Associate's Degree or equivalent experience required

A+ Certification recommended, MCTS, MCITP, MCPD, MCM preferred, ITIL Certification preferred

2-4 years or more of related experience preferred

SPECIAL CONDITIONS:

(Travel, work environment, physical demands, certificates, licenses etc..)

Ability to travel as required.

Ability to lift 50lbs (printers, desktop machines, etc).

Reason for Request:

Skills:

Category

Name

Required

Experience

No items to display.

Start Date - End Date:

5/31/2022 - 11/29/2022

Metasys Technologies is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identify, national origin, veteran or disability status.

Keywords: Metasys Technologies, Richardson , Desktop Engineers - Desktop Engineer II, Engineering , Richardson, Texas

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