Desktop Support Engineer

Location Irving, Dallas, Texas
Discipline: Information Technology
Salary: $40 to $50
Contact email: rgarcia@brightmetro.com
Job ref: 690071
Published: 4 days ago
About the company:
A global hedge fund with over $40B in assets and 1,400 employees. 

 
About the Position:
Type of Position:
Temp to Perm
Hourly Rate:
$45-50 per hour
Location:
2 days in Irving office, 3 days remote.

The Information Technology team seeks a motivated Desktop Support Engineer to provide IT support and services. The candidate must have exceptional customer service skills and experience working with customers starved for time. End-user customer are working in a hybrid style, some in the office and some from home.

This position is focused on providing our customer’s technical support needs as they relate to Endpoint support, including desktops, laptops, mobile devices.

We are seeking an individual with a love for supporting their customer’s technical needs and providing technical solutions. The successful candidate will leverage strong interpersonal skills and solid communication skills to rapidly contribute to both providing and implementing solutions and fixes for our customers’ technical needs.
In summary, the candidate owns the customer experience, not just the ticket request. We need an individual who is proactive and has a burning passion to providing great customer service while assisting to bringing order and predictability to the technical support services world. The candidate proactively avoids user downtime, making technology an enabler for our customers and maximizing our customer’s ability to stay productive. They have a natural instinct to work with the larger IT team to provide solutions that will prevent future incoming help requests so they can focus on adding value to users in other ways.

The position requires broad skills in L1-L3 Service Desk operations, technical project management and strong organization and coordination skills to appropriately manage the competing work streams and customer priorities.
Previous computer engineering background is a strong differentiator.

Key Responsibilities:
Under direction of the IT Support Manager:
• Supporting PC/mobile devices/peripherals, to diagnose hardware/software/network issues through troubleshooting skills, research, and isolation steps
• Contribute to providing quality service for Executive level support
• Coordinate entire support for the client from ticket initiation until resolution. Owns the client experience, not just the outcome.
• Provides a high level of customer service by executing methodologies and processes to improve call resolutions, manage expectations and develop strong and stable internal relationships
• Evaluates new technologies, methodologies, and Information Technology trends to ensure that computing solutions meet current and future needs
• Performs other project duties as assigned
• Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken
• Apply diagnostic utilities to aid in troubleshooting
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups and configuring systems and applications
• Utilize a “fix it twice” mentality to use tactical solutions to get systems immediately stable, but then follow up with a strategic fix soon after, if applicable

Experience Required:
• Minimum 5 years’ experience across the range of responsibilities described above
• Excellent written and verbal communication skills
• Experience or familiarity with the following technologies:
• Experience managing and supporting an O365 environment
• Windows Operating Systems
• AirWatch, Intune or other MDM tools
• SCCM
• PC imaging/ Image management
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to effectively prioritize and drive root cause analysis (RCA) and issue resolution