Desktop Support Engineer
Desktop Support Engineer
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Job Description
The Desktop Support Specialist will be part of the End User Services organization. A global team responsible for providing Lumentum employees a positive and frictionless IT service outcome. This role is an exciting role that is the frontline support for our employees technical needs. The person in this role will provide professional and timely support for a wide range of IT equipment and software. The Desktop Specialist shall be responsible for troubleshooting problem areas and engaging in root cause problemsolving situations in a professional manner while also providing inperson technical support or remote support by phone instant message video conferencing.
The ideal candidate would be selfmotivated and selfdirected with the ability to independently prioritize and execute tasks in a fastpaced environment while maintaining a positive attitude. Focus on customer service communications and prior experience in a customer service role demonstrating this capability is required.
Tasks
Duties and Responsibilities
- Onsite and remote analysis diagnosis and resolution of complex desktop problems for endusers along with recommending and implementation of corrective solutions for systems
- Install configure test maintain monitor and troubleshoot enduser systems phones and related hardware and software to meet desktop service levels
- Collaborate and enable remote support for system administration and networking teams as required.
- Frequent system administration tasks in Microsoft Active Directory and other application services as required
- Assist in the maintenance and inventory of all equipment consisting of but not limited to PCs monitors laptops printers and other components
- Document and enter activities in ITSM platform and managing incidents proactively to resolution
- Communicate application problems and issues to management development teams and endusers
- Work with great attention to detail and ability to work and support various IT processes
- Assist with other duties as assigned
Requirements
What experience will allow you the greatest success in this role
- Knowledge of PC and laptop hardware components (external and internal)
- Reliable/demonstrated written and verbal communication and customer service skills
- Demonstrated ability to manage priorities and tasks assigned
- Ability to share how they deliver positive customer engagements
- 3 years of experience installing troubleshooting operating systems for PCs in addition to core productivity applications like Office365 multiple browsers and other software
- Knowledge or certifications with Windows workstation products and Microsoft Office suite
- Experience using remote tools to support remote endusers and systems
- Working knowledge of NinjaOne or similar OS deployment tools and PC management experience
- Knowledge of AD Teams Box or similar a requirement
- ITILv3 certifications preferred demonstrated familiarity or prior ITIL certifications a definite plus
- Experience working in an enterprise ITSM platform i.e. ServiceNow
- Large company experience a plus
- Excellent analytical troubleshooting and problemsolving skills
- Quick learner can understand and apply existing and new technologies
- Ability to lift and move up to 50 pounds of materials
- Experience working in a teamoriented collaborative environment
Benefits
bonua up to 5% of salary plus pension healthcare etc.
The interview process would involve a telephone interview followed by an onsite interview.
Employment Type
Full Time
