Desktop Engineer II
Richardson, TX

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


* 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