Desktop Support Engineer

Kaufman Dolowich Voluck LLP - Woodbury, NY

30+ days ago
Job Description:
The Desktop Support Administrator role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required.


Install, upgrade, support and troubleshoot Enterprise Applications hosted on Windows Server
Install, upgrade, support and troubleshoot Enterprise Applications running on Microsoft Terminal Services and Citrix Servers
Install, upgrade, support and troubleshoot Phone Issues (Both Desk and Mobile)
Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems
Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
Troubleshooting network connectivity in a LAN/WAN environment
Requesting and coordinating vendor support
Develop trends by monitoring and analyzing incoming calls, problems and support requests

Install, upgrade, support and troubleshoot Windows 7 and Microsoft Office and any other authorized desktop applications
Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
Performs general preventative maintenance tasks on computers, laptops, printers, desktops, cell phones and any other authorized peripheral equipment
Performs remedial repairs on computers, laptops, printers, phone hardware and any other authorized peripheral equipment
Customize desktop hardware to meet user specifications and site standards
Performs work in compliance within specified warranty requirements
Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
Safely package equipment for branches and arrange for the transport of the equipment
Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
Develop trends by monitoring and analyzing incoming calls, problems and support requests

Dealing with hardware and application support queries and issues reported to the support desk
Provide user data and application recovery
Email account administration, i.e., account creation and management and distribution lists on Office365
User account administration, i.e., account creation and management and password resets on Active Directory
Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
Use tools and methodologies to load, copy and customize operating system configurations for deployment
Responsible for the daily switching of backup tapes at the different backup sites
Provides backup support and assistance to the Network Administrator as needed
Responsible for tracking hardware and software inventory
Familiarize end users on basic software, hardware and peripheral device operation
Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Administrator
Works with vendor support contacts to resolve technical issues within the desktop environment
Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
Works with other IT team members regarding new branch builds and upgrades
Dealing with queries by following departmental procedures for fault resolution
Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
Arranges for and/or prepares equipment for shipping/receiving
Maintains I.T. records and tracking for area of responsibility
Ensures that supported customer accurately completes the approved work request with the date and time of submission
Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
Develop technical knowledge of each system within company profile and specialised knowledge of certain nominated areas
Maintain adequate knowledge of operating systems and application software used to provide a high level of support
Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

The person should be prepared / willing to do any other reasonable and lawful instruction/task and ensure that it is normally carried out on time and correct.

Required Experience:

Applying Expertise and Technology
Learning & Researching
Planning & Organizing
Delivering Results and Meeting Customer Expectations
Achieving Personal Work Goals and Objectives

Excellent technical knowledge of pcs and desktop hardware.
Working technical knowledge of current protocols, operating systems and standards.
Ability to operate tools, components and peripheral accessories.
Microsoft Desktop Support Technician an advantage
A+ and N+ experience
Software and Hardware Troubleshooting
Windows 7, Windows 10, Windows Server experience
Routers, switches and firewall experience
Microsoft Office 2010/2016 and o365
PCI-DSS Knowledge
Working knowledge of SMS, AD, Exchange and remote control tools
Knowledge of all software applications used within the organization
Professional image and grooming
Self-confidence and interpersonal skills
Analytical and problem solving skills
Good communication (both verbal and written) skills
Planning and organizing skills
Good administration management skills
Strong listening skills
Able to operate effectively in a team environment with both technical and nontechnical team members
Able to operate with minimal supervision
Able to manage time effectively, set priorities appropriately, schedule calls
Able to maintain professional demeanor under stress
Able to operate within customer standard operating procedures

College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.
Industry certifications, this can include A+, N+ and/or MCTS/MCITP.

Keyword: Desktop Support Engineer
From: Kaufman Dolowich Voluck LLP