Desktop Support Engineer

Role: Desktop Support Technician

Location: Atlanta, GA

Duration: 7+ months (possible extension)

Responsibilities:

• Experience in imaging Windows 10/11 Laptops and Desktops for Corporate Users, to conduct PC refresh for large number of users
• Good Customer Handling Skills and act as Single Point of Contact
• ITIL Processes awareness and adhering to
• Reports to DSS Lead
• Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems
• Troubleshooting technical issues
• Ensuring that the processes are adhered to
• Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup
• Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
• Tracking work tickets on ITIL based ticketing system like Service Now & Remedy
• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
• Performs repairs on computers, laptops, printers and any other authorized peripheral equipment
• Improves and maintains customer and employee satisfaction
• Performing asset inventory activities as needed
• Create documentation for process and procedures
• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
• Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.

Required Skills / Qualifications:

• Hands on experience as deskside/Onsite support/local IT engineer
• Strong Microsoft Operating System installation(Win 10/11//MAC) and troubleshooting skills
• Strong Experience in Providing Hands & feet Support for Meeting Room VC Devices
• Strong Customer service skills
• Strong written and verbal communication skills