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Senior Desktop Support Engineer

Healthmap Solutions Inc

Location: Tampa, Florida
Type: Full-Time, Non-Remote
Posted on: January 30, 2021
This job is no longer available from the source.
Job Description
General Position Summary:
The Sr. Desktop Support Engineer is responsible for resolving business user issues related to IT. This includes implementation of new user desktop hardware and software and everyday service requests relating to PC hardware and software, printing, and end user devices. The Sr. Desktop Support Engineer is expected to develop and implement a Software Update Schedule which involves using patch management and software distribution tools to ensure software updates are implemented network-wide in a timely manner. The Sr. Desktop Support Engineer is responsible for all user-related IT issues in the workplace and ensures business process and quality standards are maintained. The Sr. Desktop Support Engineer has a positive attitude, is customer service oriented, patient, and willing to train and work with business staff.
Essential Functions/Responsibilities
• Creating Software Images for Endpoint Devices
• Develop and Implement a Software Update Schedule
• Tier III troubleshooting for business user issues
• Support O365 environment and understand software licensing
• Assists in the creation of documentation
• Assists in the creation best practices for desktop support team
• Perform troubleshooting and resolution for business user issues relating to hardware, software, network, and communications
• Install and configure new user hardware, software, printers, and peripherals
• Monitor ticket queue for any issues that may arise
• Document all configurations and resolutions relating to PC’s and issues
• Communicate with business users regarding status of tickets and incident progress accordingly
• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Escalate service requests as needed
• Available during non-business hours to resolve system issues as needed
• Other duties as assigned
Job Scope:
Job consists of providing guidance and sharing knowledge with Helpdesk and Desktop Support team members.  Act as the point person for all potential escalations and business critical incidents and requests. Duties are performed somewhat independently with general supervision and work is checked and verified by results. Decisions are made within established departmental guidelines. Incumbents check for approvals when required to use discretion and judgment outside established guidelines. Errors in work performance could result in insufficient productivity for the department and enterprise.
Specific Job Skills:
• Technical, analytical, and interpersonal skills required
• Demonstrates capacity for organization, prioritization, and work management in a dynamic environment
• In-depth knowledge of security best practices for end-user devices
• Through knowledge of Microsoft O365 implementation best practices
• Strong communication skills, both written and verbal
• Strong attention to detail in high-pressure situations
• General understanding of desktop, server, and network technologies
• Ability to work in a team and communicate effectively
• Excellent customer service and communications skills
• Excellent troubleshooting and problem-solving skills
• Ability to multi-task and adapt to changes quickly
• Demonstrates enthusiasm and commitment toward the job and mission of the Business Objectives
• Exceptionally strong customer service, interpersonal, presentation, and communication skills
Education / Experience:
• High School Diploma required. BA degree preferred
• 3-5 years of work experience in an enterprise IT support environment
• 2-3 years of work experience with desktop imaging best practices
• Advanced knowledge of patch management and software distribution
• Microsoft Certification is preferred
• Experience supporting desktop/ laptops, software installation, printers, and hardware
• Ability to communicate, train, work with and build relationships with end users
• Self-motivated with the ability to work in a fast-paced environment
• Willingness to work extended hours or weekends when necessary
Job Conditions:
• This position is a typical office environment which requires prolonged sitting in front of a computer. Position requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of computer and phone equipment.  Possess the ability to handle occasional high stress when dealing with customers/clients.  The ability to bend, squat and lift to 100 pounds.
• On-call and occasional after-hours support will be necessary.
* Technical, analytical, and interpersonal skills required * Demonstrates capacity for organization, prioritization, and work management in a dynamic environment * In-depth knowledge of security best practices for end-user devices * Through knowledge of Microsoft O365 implementation best practices * Strong communication skills, both written and verbal * Strong attention to detail in high-pressure situations * General understanding of desktop, server, and network technologies * Ability to work in a team and communicate effectively * Excellent customer service and communications skills * Excellent troubleshooting and problem-solving skills * Ability to multi-task and adapt to changes quickly * Demonstrates enthusiasm and commitment toward the job and mission of the Business Objectives * Exceptionally strong customer service, interpersonal, presentation, and communication skills, * High School Diploma required. BA degree preferred * 3-5 years of work experience in an enterprise IT support environment * 2-3 years of work experience with desktop imaging best practices * Advanced knowledge of patch management and software distribution * Microsoft Certification is preferred * Experience supporting desktop/ laptops, software installation, printers, and hardware * Ability to communicate, train, work with and build relationships with end users * Self-motivated with the ability to work in a fast-paced environment * Willingness to work extended hours or weekends when necessary Job Conditions: * This position is a typical office environment which requires prolonged sitting in front of a computer. Position requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of computer and phone equipment. Possess the ability to handle occasional high stress when dealing with customers/clients. The ability to bend, squat and lift to 100 pounds. * On-call and occasional after-hours support will be necessary. 3 to 5 years experience. Employment Type: Full-Time