Deskside Engineer

Cognosante, LLC - Maryland3.8

30+ days ago
Energetic and positive attitudes along with a solid mix of technical and customer service skills, passion for technology, solving problems and helping people are ideal attributes for the role as an IT Support Team Technician/Laptop/Deskside Engineer. As a Support Team Technician/Deskside Engineer, you will be responsible for responding and diagnosing problems through discussion with users. Includes problem recognition, research, isolation, resolution, and follow-up steps.

Additional duties include:
  • Ensuring a timely process through which problems are controlled
  • Supervising operation of help desk and serves as focal point for customer concerns
  • Providing support to end users on a variety of issues
  • Identify, research, and resolve technical problems
  • Respond to telephone calls, email and personnel requests for technical support
  • Document, track, and monitor the problem to ensure a timely resolution
  • Provide second-tier support to end users for either PC, server, or mainframe applications or hardware
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
  • Simulate or recreate user problems to resolve operating difficulties
  • Recommend systems modifications to reduce user problems
  • Possess and apply expertise on multiple complex work assignments
  • Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks
  • Operates with appreciable latitude in developing methodology and presenting solutions to problems
  • Contributes to deliverables and performance metrics where applicable

Required Qualifications:
  • Associates degree in related discipline and 1 year of related experience; Or High School Diploma/GED and 2 years of related experience with relevant certification

Additional Minimum Qualifications:
  • Minimum of 3 years of experience as an IT Technician (Tier II) support in a Service Desk Environment
  • Must have experience with ticketing software
  • US Citizenship

Preferred Qualifications:
  • Bachelor’s degree
  • Efficient in Remedy and/or Service Now ticketing systems
  • Basic PC skills
  • Experience with knowledge base articles
  • Establish and maintain effective working relationships with others
  • Maintain professional telephone etiquette in a variety of situations
  • Experience troubleshooting IT applications
  • Ability to organize and prioritize workloads
  • Able to work well independently