L2 Desktop Support Engineer

Job Description –

• Deskside / Desktop / End User Computer support in a corporate environment
• Troubleshooting and resolving software issues. Ability to install, configure, reconfigure or reinstall software including remote support.
• Support Mac OS, Windows OS, Microsoft Office , Smart Phones, AV Conferencing Systems, Printers and PC hardware
• Ability to categorize and prioritize end user support requests and service requests by utilizing Service Now ticketing system to track tickets and provide up-to-date status and information.
• Ability to research and follow appropriate KB articles.
• Strong Microsoft Office skills (Outlook, Word, and Excel, PowerPoint)
• Maintain system configurations and KB documentation; providing updates to articles as needed.
• IMAC Support - IT equipment Install / Move / Add / Change / Decommission
• Smart Hands support with networking, server, and telecommunications technologies.
• Printer and peripheral device support
• Physical Inventory management of IT assets including asset auditing.
• Provide Executive VIP support as needed.
• Support additional corporate and retail locations as needed.
• Reimaging computers / hard drives in accordance with customer standards
• Taking ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.
• Train and orient staff on use of hardware and software.
• Performs other duties as assigned.