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    Desktop Support Engineer - Denver, CO, United States - Ovation Workplace services

    Ovation Workplace services
    Ovation Workplace services Denver, CO, United States

    4 days ago

    Default job background
    Description
    Job Role - Desktop Support Technician

    Job Summary
    Desktop Technician will provide day to day local\remote desktop support, receive inbound
    calls, answer questions, troubleshoot and document steps performed to resolve challenges
    with hardware, software and application issues in a ticketing system. The candidate will also
    need to facilitate customer resolution for calls and engage their supervisors and managers to
    ensure operational consistency across all shifts within the IT Support Center. Desktop Support
    Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to
    customer's various core operating systems and platforms, as well be able to provide support
    and apply desktop fault resolution for the approved application suite. Ideal candidate should
    have relevant 3-5 years' experience in Windows Desktop support.
    a) Provide first/second level contact and problem resolution for customer issues.
    b) Work with Third Party Vendors to remediate complex AV issues as needed.
    c) Provide timely communication on issue status and resolution.
    d) Maintain ticket updates for all reported incidents.
    e) Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and
    Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
    f) Should have basic knowledge of Mac operating system, to support Apple pc users.
    g) Install, upgrade, support and troubleshoot for printers, computer hardware.
    h) Performs general preventative maintenance tasks on computers, laptops, printers.
    i) Performs remedial repairs on Desktops, laptops, printers and any other authorized
    peripheral
    equipment.
    j) Use diagnostic tools to troubleshoot problems associated with network connectivity, and
    workstation hardware/software.
    k) Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual,
    Smart
    Devices and Telecoms.
    l) This position requires the ability to work in a project-based environment requiring flexibility
    and teamwork. Performs other duties as assigned.
    Candidate Required Minimum Qualifications and Skills
    a) Bachelor's Degree or equivalent in Computer Science or related field.
    b) CompTIA A+, Microsoft Certified Professional (MCP) or better.
    c) Minimum of 18 months years of IT experience.
    d) Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC
    hardware
    installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
    e) Mobile device management including IOS and Android devices, Enterprise encryption
    solutions,
    Windows PC/laptop management via Active Directory.
    f) Proven analytical, troubleshooting and problem-solving skills.
    g) Proven ability to multi-task, effectively determine priorities and meet SLA's.
    h) Excellent communication relationship-building and internal customer service skills.
    i) Adaptable and flexible in a fast-changing industry and work environment.
    j) Willing to work off-hours and weekends when required for projects or emergency support.
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