Desktop Engineer II

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Deliver technical assistance for incidents and service requests related to Information Services equipment.

• Organize, schedule, and implement new hardware and software installations.

• Analyze and address moderately complex issues involving desktop applications, network connectivity, printers, smartphones, laptops, and iPads.

• Offer support and solutions for hardware, network, software, and application challenges.

• Assess and escalate calls based on urgency, complexity, and impact on the organization.

• Document user inquiries through incident resolution in the service desk system.

• Ensure that the computer environment is secure, tidy, and that maintenance and shift turnover procedures are adhered to.

• Delegate problems to the appropriate personnel and track the progress of service requests.

• Provide insights on service agreements, the effectiveness of first-call personnel, and client call trends.

• Suggest system modifications to minimize user issues.

• Deliver exceptional customer service and build client relationships through follow-up and direct contact.

• Create and enrich the knowledge database through comprehensive documentation.

• Update procedural and resolution details in help desk software.

• Utilize software and hardware tools to identify and resolve desktop computer and network issues.

• Comply with security policies and follow established procedures for addressing security violations.

• Conduct preventative maintenance in accordance with manufacturer guidelines.

• Ensure that housekeeping and maintenance tasks are completed on time.

• Communicate effectively with other shifts to facilitate smooth transitions between shifts.

⛳️ Requirements

• High School Diploma.

• Four years of experience in Information Technology, Desktop Support, Service Desk, or a related field.

• Exceptional oral and written communication abilities.

• Customer service oriented.

• Capable of working independently.

• Proactive and able to make routine decisions autonomously.

• Above-average problem-solving capabilities.

• Strong organizational, time management, and customer service skills.

• Proficient in MS Office, Outlook, Excel, PowerPoint, and other computer applications.

• No license or certification required.

🏝️ Benefits

• Competitive salary.

• Opportunities for professional development.

• Supportive work environment.

• Comprehensive benefits package.