Desktop Support Engineer

Description: This is a unique opportunity to work for one of the leading global banking organizations and is a huge resume booster. This is a hybrid role out of their Phoenix, Arizona office. You must live in Arizona to be considered for this role.

Top skills we are looking for

• 3-5 years of experience with remote desktop support - ability to troubleshoot software, hardware, and connectivity issues remotely

• Strong experience with Intune

• Experience with networking TCP/IP and Active Directory

• Windows OS and O365 experience

The role of Desktop Support is to assist employees with all facets of the corporate computing environment. Interfaces with other technicians, operations, and customers and makes decisions on operating procedures, analytical approaches, and configuration options. Excellent communication and interpersonal skills combined with technical skills are essential to providing a white-glove level of support to the employee community.

Responsibilities

Troubleshoot software, hardware, and connectivity issues remotely potentially with multiple users at once

Assist customers in gaining access to various systems

Proactively obtains new or updates from technology teams and colleagues to update Knowledge Base and process documentation for incident resolution

Collaborate with technology support teams to obtain assistance with application/infrastructure specific support for incident resolution until closure

Support network issues, network connectivity, including wireless

Work closely with the team to resolve or properly close aging tickets

Ensure that the appropriate Service Level Agreements (SLAs) are met or exceeded

Provide software, hardware and application support for Windows 10/11 supported issues

Support Microsoft Office Suite

Investigate system problems and provides solutions using specific product knowledge, system utilities, and operating environment

Follow established process and procedures to install and implement computer system hardware or software technologies

Document resolution steps for undocumented incident resolution and potential knowledge base submission

Utilize remote control tools to manage and enforce compliance with standards

Assist in enabling the enforcement of compliance to standards and the appropriate optimization of devices and software

Using chat functionality, resolve Incidents and diagnose underlying problems using remote-control capability and when possible implement corrective actions to resolve problems

If resolution is not possible, escalate per the escalation procedures

In addition to leveraging knowledge cases for issue resolution, pre-defined scripts will be utilized to remediate issues

Update knowledge cases as necessary to ensure knowledge is up to date and represents the most effective way to service the customer's incident

Additional Skills & Qualifications:

At least 1 to 2 years utilizing chat functionality to service the customer

Experience with installation, upgrade, and maintenance of software, hardware, and peripherals

Experience with Configuration Manager

Experience with Microsoft Office Suite

Experience with remote desktop management software

Experience with MS Office Applications including Outlook, software, hardware and application support for Windows

Familiarity with security tools and triaging

Experience with installation, upgrade, and maintenance of software, hardware and peripherals

Experience with Service Now

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.