I. POSITION SUMMARY: 

The Desktop Support Engineer is an Information Technology Tier 3 level support role that provides a point of contact for end users to receive support and maintenance within the organization's computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, etc.) to ensure optimal workstation performance. The successful candidate will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required. The successful candidate will also have excellent communication, be the liaison between help desk and infrastructure, be the escalation point and resolve complex issue help desk cannot, and be a reliable resource to the company.

II. ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Desktop Support: 

• Maintain and configure company images including but not limited to updates and upgrades.

• Install, configure, upgrade, maintain and support desktop systems based on customer service requests 

• Develop preventive maintenance procedures to avoid system failures 
• Troubleshoot complex technical issues and escalate to appropriate infrastructure team     members. Liaison between the help desk and appropriate infrastructure team members 
• Perform repairs and replacements of software and hardware peripherals 
• Provide assistance to other Administrators when requested
• Perform failure analysis and determine corrective action plans 
• Oversee inventory management of software and hardware components 
• Maintain accurate documentations for system installations, configurations, upgrades and disaster recovery activities 

Operational: 

• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software 
• Use tools and methodologies to load, copy and customize operating system configurations for deployment 
• Responsible for tracking hardware and software inventory 
• Works with vendor support contacts to resolve technical issues within the desktop environment 
• Works with other IT team members regarding new branch builds and upgrades 
• Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines 
• Maintains I.T. records and tracking of assets 
• The duties requires that the Desktop Support Engineer correctly records work requests using the Service Desk IT ticketing system 

• Ensures that supported colleague accurately completes the approved work request with the date and time of submission in the IT ticketing system 
• Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas 
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support 
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures 
• Acts as an escalation point for Tier 1 and 2 level support, and performs other duties as assigned.

 
III. SPECIAL KNOWLEDGE, SKILLS, and ABILITIES, TRAINING OR SPECIAL LICENSES/CERTIFICATIONS NEEDED TO PERFORM THIS JOB: 

• Working technical knowledge of current protocols, operating systems and standards. 
• Ability to operate tools, components and peripheral accessories. 
• Knowledge of all software applications used within the organization 
• Knowledge of DNS, DHCP, Group Policy, AD. 
• Analytical and problem solving skills 
• Good communication (both verbal and written) skills 
• Planning and organizing skills 
• Good administration management skills 
• Strong listening skills 
• Able to operate effectively in a team environment with both technical and nontechnical team members 

• Able to operate with minimal supervision 
• Able to manage time effectively, set priorities appropriately
• Able to maintain professional demeanor under stress 
• Able to operate within customer standard operating procedure 

IV. EDUCATION (Minimum): 
o Associates degree in Computer Science 
o IT certifications (can include A+ and/or MCP, ITIL, HDI) 
Preferred: Bachelor’s degree in related field 

V. EXPERIENCE (Minimum): 
o 3 years related experience 
o A+ and N+ experience (plus)
o Software and Hardware Troubleshooting 
o Windows XP, Windows 7, Windows 2000/2003/2008 experience 
o Microsoft Office 2007, Office 2010 support 
o Working knowledge of AD, Exchange 2010/2013 and remote control tools 
•  Preferred: Familiarity with OSX and IOS 

Who We Are:
Conexess Group is a full-service staffing firm focusing on direct placements, contract placements, and contract-to hire.  From our start in 2009, Conexess now operations in every state but 4, and our client base ranges from Fortune 500/1000 companies, to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used, due to our outstanding staffing track record.