Desktop Support EngineerThis position assists staff with technical support or desktop/laptop computers, applications, printers and related technologies.Responsibilities include:Assisting staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelinesWorking with vendor support contacts to resolve technical problemsWorking with service desk and RDS as appropriate to determine and resolve problems received from clientsResponding to support requests from service desk, users and other infrastructure teamsPerforming upgrades as directed to ensure the longevity of equipmentKeeping track of requests and making sure they are implemented as plannedParticipating in incident handling concerning desktop changesParticipating in projects concerning bigger desktop changes, for example rollout of new antivirusMicrosoft environment knowledge (desktop & server)Having some level of technical understanding of the products building up a desktop serviceExperience from the desktop environmentEnsuring that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systemsProviding weekly reportsImplementing best practicesBeing the single point of contact with the customerTechnical requirements include:Exposure on managing remote sitesPhone support experience necessaryTechnical helpdesk or technical call center experience is necessaryDisciplined, systematic problem-solving skills requiredWindows and Novell Operating systemsClients: Windows 7, Windows Vista, Windows XP, Windows 10/11 Windows 2000Servers: Windows 2000, Windows 2003, Windows 2008Knowledge of Active Directory, Novell eDirectory, Lotus Notes, and Exchange 2010/2016/O365ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service CenterRemote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native toolsMS Office Suite (XP, 2003, 2007/O365): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS VisioInternet browsers (e.g. Explorer, Chrome, Firefox)VPN and remote dial-in usersSupport for laptop, desktops, AV Devices and printersPDA and blackberry supportApple Ipad Device supportOthers: Adobe Acrobat and other common desktop applications like Winzip, etcBasic understanding MAC OS troubleshooting