Desktop Support Engineer

Overview NSC Global is currently looking for a 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. Position Description Responsible for maintaining, troubleshooting and repairing computer systems hardware and computer peripherals. Documents and maintains upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups. May require an associate’s degree in a related area or 5 years of experience in the field or in a related area. Familiar with a variety of related 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. Field incoming help requests from end users via both telephone and work orders in a courteous manner. 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. Knowledge & Experience Knowledge of basic computer hardware. Experience with desktop operating systems including Microsoft and Mac OS X. 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. Ability to present ideas in user‑friendly language. Highly self‑motivated and directed. Keen attention to detail. Proven analytical and problem‑solving abilities. Ability to effectively prioritize and execute tasks in a high‑pressure environment. Exceptional customer service orientation. Experience working in a team‑oriented collaborative environment. Soft Skills Thought Process: Able to understand technical concepts and can develop ways to help others learn, solve complex problems with innovative solutions, manage multiple priorities, and quickly and proactively gain an understanding of the client’s business problems to deliver solutions and recommendations. Interpersonal: Excellent customer service, technical, organizational and communication skills in person and on the phone; effective listening and team orientation; able to persuade, influence and negotiate with staff and vendors in critical situations; able to motivate others and work cooperatively in a group to achieve common goals. Physical: Able to sit at a desk and grasp writing instruments, manipulate fingers to perform keyboard strokes on a computer, move between buildings, and lift 40 lbs without issue when moving from under a desk to a cart and vice versa. Key Skills Mac OS Active Directory Desktop Support Computer Networking Mobile Devices Windows Remote Access Software SCCM Help Desk Operating Systems Remedy Troubleshooting Employment Details Position: Desktop Support Engineer Employment Type: Full‑Time Experience: years Vacancy: 1 Start Date: Immediately Job Type: Direct Hire (W2) with NSC Global #J-18808-Ljbffr