Desktop Services Engineer

Provide Level-2 technical support to internal and external customers having hardware and software-related problems with their supported desktop, laptop or peripherals. Able to resolve local area networking issues to ensure connectivity to the Corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents. Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions

• Strong customer service skills
• Reliability and a strong sense of responsibility
• Ability to work independently and take ownership
• Solid technical and analytical skills required
• Ability to troubleshoot, support, and repair software and hardware for desktop and laptop computers
• Knowledge of supported Microsoft Windows operating systems
• Experience with Active Directory administration
• Knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office
• Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities
• Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues

Associate's Degree or equivalent experience required

A+ Certification recommended,

MCTS, MCITP, MCPD, MCM preferred,

ITIL Certification preferred

2-4 years or more of related experience preferred