Desktop Support Engineer job description

Job brief

We are seeking a detail-focused, service-driven, confident, and friendly Desktop Support Engineer to join our team! The ideal candidate will have a strong background in IT and great customer service skills to match. The focus of the role is to assist personnel with desktop issues they are having, including hardware and software, to get them back up and running as quickly as possible.

Responsibilities

• Be the first point of contact for personnel who are experiencing technical issues with their computer.
• Complete basic troubleshooting with the customer to attempt to ascertain the problem they are having,
• Use various methods to check their desktop, including logging into it remotely if required.
• Perform updates and upgrades to computers, hardware, and software as needed.
• Create tickets on the online system to provide details of the desktop problem, and escalate to a senior team member if it cannot be fixed.
• Assist with troubleshooting and resolving desktop, printer, network, and internet connectivity problems as required.
• Update the status of repairs on the online system.
• Explain issues in simple and understandable terms to the person you are assisting.
• Liaise with other Helpdesk agents to gain support in fixing bigger issues.
• Report any service outages or major problems to senior IT team members.
• Work in line with company service levels.
• Respond to help requests as soon as possible.

Requirements

• Associates Degree in Information Technology
• 2 years' experience in a similar role
• Detail-focused, with good computer skills
• Strong customer service skills
• Excellent communication skills, both written and verbal
• Polite and friendly nature
• Kind and helpful, able to work to company guidelines and policies
• Strong problem-solving skills
• Good technical knowledge of computers, hardware, and software accessories