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Desktop Support Engineer

West Hartford, CT

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Description **MEMBERS ONLY**SIGN UP NOW***. is seeking a Desktop Support Engineer for our client in West Hartford, CT. POSITION SUMMARY: Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop or peripherals. 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-1 technical support for supported desktops, laptops, and peripherals. This includes the following activities: u2022 Provide Level-1 technical support for supported desktops, laptops, and peripherals. This includes the following activities: u2022 Correcting hardware problems with supported desktops, laptops and peripherals by coordinating support with OEM vendors. u2022 Managing returns on warranted parts and systems u2022 Packaging and shipping replacement parts to customers u2022 Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers u2022 May participate in development of information technology and infrastructure projects u2022 Installing, supporting and troubleshooting approved desktop software u2022 Performing planned maintenance, moves, adds and changes u2022 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) u2022 Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel u2022 Exercises judgment with defined procedures and practices to determine appropriate action u2022 Ability to work on call after hours as required Communicate effectively with multiple customers and co-workers. This includes the following activities: u2022 Consulting with the Service Desk on support calls u2022 Able to communicate highly technical information to both technical and non-technical personnel u2022 Providing Case status updates to management and end-users u2022 Providing phone support and diagnostics to remote customers u2022 Participating in training programs designed to educate customers about basic and specialized applications u2022 Develops, documents, and implements standard operating procedures and customer service guidelines relating to Desktop Managed Services support Qualifications QUALIFICATIONS: u2022 Strong customer service skills u2022 Reliability and a strong sense of responsibility u2022 Ability to work independently and take ownership u2022 Solid technical and analytical skills required u2022 Ability to troubleshoot, support, and repair software and hardware for desktop and laptop computers u2022 Knowledge of supported Microsoft Windows operating systems u2022 Experience with Active Directory administration u2022 Knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office u2022 Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities EDUCATION and/or WORK EXPERIENCE: u2022 Associate's Degree or equivalent experience required u2022 A Certification recommended u2022 MCTS, MCITP, MCPD, MCM preferred u2022 ITIL Certification preferred u2022 1-2 years or more of related experience preferred SPECIAL CONDITIONS: (Travel, work environment, physical demands, certificates, licenses etc.) u2022 Ability to travel as required. u2022 Ability to lift 50lbs (printers, desktop machines, etc.). More Details **MEMBERS ONLY**SIGN UP NOW***. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

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