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Service Desk Engineer

WESTBURY-11594, NY, US
05/25/2019

-

Required Skills

Active Directory

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Service Desk Engineer

The Service Desk Engineer serves as the first point of contact for customers seeking technical assistance over the phone, by email or in person. Performs incident resolution through troubleshooting and asking questions that are relevant to the issue.

Primary Responsibilities:

” Assist employees/customers with technical problems/issues;

” Install and configure laptop and desktop computers for use on the network;

” Ability to troubleshoot and resolve issues remotely as well as in person;

” Escalate issues to the next level of support if required;

” Provide accurate information on IT products and services;

” Document incident resolution steps in the Service Desk system;

” Follow-up with employees/customers on ticket status and information;

” Pass on feedback or suggestions by employees/customers to the appropriate internal team;

” Identify and suggest possible improvements on processes and procedures.

Essential Qualifications:

” Superior customer service skills (Always approach a problem from the customer perspective)

” Ability to troubleshoot Windows 7 / 10, Office 2010/13/16 and associated peripherals such as scanners, printers, UPS’s, Docks

” Imaging laptops and desktops. Maintaining and updating the image (Smart Deploy)

” Knowledge of Active Directory, primarily AD Users and Computers

” Basic knowledge of Networking (Cisco Preferred). LAN / WAP / IP Addresses

” Knowledge of Antivirus Management (Trend Micro, Vipre)

” Knowledge of BitLocker drive encryption management using AD

” Minimum of 2 years’ experience as a service desk technician preferred

” Ability to diagnose and resolve basic technical issues using independent research and senior level team members