Desktop Engineer

Job Title: Desktop Engineer
Contract Type: Contract
Location: Charlotte, United States
Salary: USD30 - USD32 per hour, Benefits: Yes
Start Date: 2018-01-15
Reference: 75548
Contact Name: Kaitlyn Palividas
Contact Email:
Job Published: January 04, 2018 16:42

Job Description

Role Overview:

The Desktop Engineer role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and software equipment (including but not limited to PC, tablets, phones, printers, and scanners) to ensure optimal workstation performance. The person 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.


Role Responsibilities:
  • Provide quality desktop support service including desk-side break-fix repair, remote support and fulfilling requests for new hardware and software.
  • Enter, update and close all support activity into the ticketing system within the SLA.
  • Provide excellent customer service both desk side and remote including triage and escalating tickets as appropriate.
  • Provide HW/SW support, repair, deployments, imaging, migrations, installs-moves-adds-changes-upgrades & connectivity issues.
  • Perform email account maintenance & minor network administration – active directory etc.
  • Provide basic telephone handset support and extension administration.
  • Basic support of mobile devices.
  • Basic support of hardware/software for development and print servers.
  • Maintain hardware and software inventory records.
  • Ability to lead small projects with minimal guidance.
  • Assist with analysis, maintenance, documentation, and testing of Software and Hardware.
  • Advice or train customers regarding the technical aspects and use of standard software packages.
  • Design, implement, and document procedures and scripts to automate process.
  • Develop and/or teach seminars, workshops, or classes to users or other technicians on the technical aspects or use of computer hardware, software packages.
  • Maintain and update user documentation.
  • Participation through all aspects of the Hardware development life cycle Design, development, review, and implementation of new systems.
  • Provide training & guidance to team members including automation.
  • Provide training & guidance to team members on MAC OS.
  • Provide support for Cloud based apps and client software such as Office 365 including SharePoint, Onedrive and Office Apps.
  • Support and configuration of Tablet / Smartphone technologies and apps including Surface, iPad, iOS, Windows.

  • Work effectively with minimal supervision and maintain professional demeanor under high stress environment
  • Minimum of 5-8 years of PC support in a medium or large corporate environment.
  • Hardware & Software Certifications in curent technologies desirable – Microsoft, Dell, Apple, etc.
  • Excellent Customer Services skills both in person and over the phone or written via a remote session / email / Chat client etc.
  • Position is on site and remote support.
  • Strong skills in the installation and configuration of a wide range of current industry operating systems, software & utilities including operating systems (Windows/MAC OS) and Microsoft Office in a corporate environment.
  • Experience in the administration of user accounts and properties – creation, deletion and maintenance etc. Basic Active Directory experience.
  • Solid PC Hardware skills – competent in all aspects of PC / laptop / peripheral installation, repair, parts replacement and configuration etc.
  • Physically able to safely lift and carry 50 pounds (23Kg) to move, install, unpack PC equipment etc. when required.
  • Chat Client Support, Conference Collaboration Software Support, Video and Voice support.
  • Networking, and A/V experience a plus.