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Desktop Support Engineer

Reporting to the Technical Services Manager and operating in a help desk setting, the Desktop Support Engineer primarily assists in maintaining Bracket’s desktop and Local Area Network (LAN) environments. Using a variety of skills and knowledge and delivering remarkable customer service, the Desktop Support Enginerr will directly address incident tickets regarding hardware, software and networking support issues.

Essential Duties and Responsibilities:

  • Provide Tier 1 & 2 help desk support for internal and external consumers of Bracket resources.
  • Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.
  • Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
  • Create and maintain user accounts in Active Directory and Exchange (user, computer, security objects).
  • Install and support PC, laptop, tablet and mobile hardware and software.
  • Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
  • Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.
  • Maintain an inventory of hardware, software, and miscellaneous computer and network supplies for immediate and/or planned future use.
  • Responsible for physical security administration at local site (Security Badges, office access etc.)
  • Analyze and make recommendations for hardware and software standardization.
  • Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
  • Perform other duties as required

Education and Experience 

  • Degree in related field or equivalent professional experience.
  • Optional certifications in related field (CompTIA or Microsoft a plus).
  • Hands-on experience with desktop/Laptop component level upgrades (memory, video, hard drive)
  • Proven work experience with desktop/Laptop imaging software (Dell Image Assist, Acronis, Ghost)
  • Windows Operating System support (Windows 10, Windows 7, Terminal Server)
  • Windows Active Directory Administration (Users & Computers creation, OU Mgmt.)
  • Windows Exchange Administration (EAC, account, SEC/distribution group creation)
  • Microsoft Office support with emphasis on Outlook 
  • Working knowledge of PowerShell (scripting account creation, bulk permissions)
  • Working knowledge of IP Phone Administration (Mitel, Avaya)
  • Working knowledge of Wireless network troubleshooting / administration.
  • Working knowledge of VPN, remote desktop troubleshooting / administration.
  • Excellent verbal and written skills, and proven customer service abilities, including the ability to communicate technical concepts verbally and in writing to non-technical employees.
  • Ability to quickly learn and apply new skills, procedures and approaches.
  • Demonstrated ability to meet very short deadlines & multi-task in an extremely fast-paced work environment with little direct supervision.
  • Proven ability to work in a team-oriented environment, providing back-up support to team members & establishing/maintaining effective work relationships with co-workers within and across functional areas.
  • Demonstrate extreme attention to detail and organization in all aspects of work.
  • Previously demonstrated proactive and positive approach to tasks and projects overall, as well as to the types of scheduling & process changes that are inherent in a fast-paced business.

We offer a highly competitive base salary and an outstanding benefits program, including medical, prescription drug, dental, vision, 401(k) with Company match, life insurance, and generous paid time off.

We are an Equal Opportunity Employer, M/F/D/V


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