Support Engineer

Description - External

Responsibilities

• Provide on-site Level 2 IT support to end users resolving incidents, service requests, and problem tickets assigned to Field Services assignment group
• Troubleshoot and resolve issues related to system hardware, application software, and operating systems. Perform endpoint security remediations as assigned by Security
• Experience in supporting end user and IT devices, such as Windows desktops & laptops, Apple devices (i.e. MacBooks, iPads, etc.), Chromebox, Printers, Scanners, etc.
• Provide hands and feet support for facility infrastructure (network, systems admin, etc.) and on-site event support (i.e. board meetings)
• Coordinate with the central IT Service Desk to ensure adherence to SLAs and maintain high levels of customer satisfaction
• Perform equipment setup for Moves/Adds/Changes (MAC)
• Manage PC refresh and hardware asset lifecycle processes (imaging, configuration, deployment, reclamation), manage IT equipment delivery and IT asset inventory including computers, peripherals, and accessories
• Conduct weekly inventory audits and submit stock report
• Coordinate with vendors for RMAs and troubleshooting of hardware/software issues

Required Skills

• Education: Associate’s or Bachelor’s degree in IT, Computer Science, or related field and/or equivalent work experience
• 5+ years experience in IT field services or deskside support
• CompTIA A+ certification
• Understanding of ITIL framework
• Understanding of IT technologies
• Experience managing an Infrastructure or customer-facing support (i.e. Desk-side services)
• Experience working with technology vendors
• Proficient in Microsoft Office tools, including Excel and Powerpoint
• Excellent verbal, written and presentation skills
• Ability to handle multiple tasks and assignments
• Proven ability to thrive in a fast paced, dynamic environment.

Nice to Have Skills

• ITIL v4 certification
• Related infrastructure (network, virtualization) certifications