Desktop Engineer - Novi Michigan

Company: Rose International
Location: Novi, Michigan
Posted On: 05/01/2024

``` - Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.

Description: --- Desktop Engineer II Desktop Engineer II

POSITION SUMMARY: --- Provide professional assistance to internal and external customers having hardware- and software-related problems with their supported desktop, laptop, or peripherals. Able to resolve local area networking issues to ensure connectivity to the corporate network, and work with the Infrastructure and Messaging teams as necessary to resolve incidents. Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions.

POSITION DUTIES AND RESPONSIBILITIES: --- Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals. This includes the following activities:- --- Correcting hardware problems with supported desktops, laptops, and peripherals by coordinating support with OEM vendors. --- Managing returns on warranted parts and systems --- Packaging and shipping replacement parts to customers --- Maintaining standard software configurations, including troubleshooting, loading and configuring software images, supported applications and drivers --- May lead the development of information technology and infrastructure projects- Installing, supporting, and troubleshooting approved desktop software --- Performing planned maintenance, moves, adds and changes --- Provide support services to employees with technical problems and information technology issues involving desktop, laptops, mobile devices, and network services from local personnel or from employees using network remote access (VPN) --- Provides timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel- Creating and maintaining images for standard systems --- Recommends hardware and software solutions, including new acquisitions and upgrades --- Demonstrates good judgment in selecting methods and techniques for obtaining solutions- Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures --- Troubleshooting and resolving intermediate LAN connectivity incidents- Ability to work on call after hours as required Communicate effectively with multiple customers and co-workers.

This includes the following activities:- --- Consulting with the Service Desk on support calls --- Able to communicate highly te More...

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