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Desktop Support Engineer Job Description

Desktop support engineer duties & responsibilities.

To write an effective desktop support engineer job description, begin by listing detailed duties, responsibilities and expectations. We have included desktop support engineer job description templates that you can modify and use.

Sample responsibilities for this position include:

Desktop Support Engineer Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Desktop Support Engineer

List any licenses or certifications required by the position: HP, ITIL, MCDST, HDI, MCSC, MCSE, MCP, OEM, PKI, CAC

Education for Desktop Support Engineer

Typically a job would require a certain level of education.

Employers hiring for the desktop support engineer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Education, Technical, Information Technology, Engineering, Associates, Computer, Information Systems, Technology, Business

Skills for Desktop Support Engineer

Desired skills for desktop support engineer include:

Desired experience for desktop support engineer includes:

Desktop Support Engineer Examples

• Microsoft Word (.docx) .DOCX
• PDF Document (.pdf) .PDF
• Image File (.png) .PNG
• Support for all MAC services and applications for desktop at Manhattan
• Monitoring all Manhattan desktop systems to ensure error detection as early as possible
• Providing support for all Windows services and applications for desktop at Westfield (any Mac based support welcomed)
• Providing end user support on all corporate platforms including mobile devices
• Providing regular maintenance and updates to all applications and desktop hardware
• Support for all Windows services and applications for desktop at DC1
• Support for all MAC services and applications for desktop at DC1
• Monitoring all DC1 desktop systems to ensure error detection as early as possible
• Providing out of hours support once in every 5 weeks
• Provide end-user support via phone and email
• Move and install software
• Troubleshoot hardware issues
• Troubleshoot software issues
• Image and clone desktops
• With focus on Desktop PC/MAC Support
• Maintains and documents accurate information/data regarding Desktop PC/MAC specific issues within the tracking system, the document repository
• Update all request logs using SERVICE MANAGER / other Configuration Management System maintaining accurate records in respect of actions taken, histories and updating information on the systems as required
• Ensure appropriate support is provided within contractual support hours
• Most of these tickets are stubborn problems or outage situations
• Plan and upkeep of a preventative maintenance schedule and ensure tasks are completed regularly following best practices
• To be responsible for the upkeep of vehicles used to provide the BRS support, including safety, daily visual checks to ensure roadworthiness and to ensure vehicles are kept at least a quarter/half filled with fuel (minimum)
• To answer telephone calls from the Ultra Service Desk relating to BRS support incidents and requests in a consistent and professional manner
• To be responsible for and work with support teams throughout Service Delivery and 3rd parties on
• Building and maintaining Windows 7 and Windows 10 desktop images according to industry best practices
• Configuring and supporting workstations and printers in a Windows networked environment
• Support of handheld devices/Smartphones including Android and iPhone
• Scripting experience including bash and Powershell
• Applications administration expertise such as with the Atlassian stack
• Willingness and ability to handle requests outside of your core responsibilities and to learn new technologies
• Experience with Cisco Telephony solutions and/or Google Apps
• Minimum 3 years experience using the functionality of at least one of the Lab Information Systems such as Empower, Labware LIMS, SDMS Nugensis, Biovia ELN, LES, Veeva Vault in the pharmaceutical, biotechnology, or other related industry
• Understanding of analytical chemistry and instrumental analysis
• Overseeing the analysis and testing of new and upgraded software, including the development and maintenance testing plan for software
• Automating the deployment of images and applications
• Troubleshooting application errors or applications not operating accurately, including isolating problems, collaborating about options, and implementing a resolution
• Maintaining clear and detailed documentation on all Windows images and associated technologies
• Assisting with research and development efforts for desktop virtualization
• Assisting with emerging technology research and evaluation
• Implementing and maintaining workstation security to include workstation encryption, workstation firewalls, and workstation patch management
• Complete approved work requests within the agreed SLA – target to consistently resolve 90%+ calls within SLA, aiming for 98%
• To strive to resolve a minimum of 8% of all calls in the Desktop support queue, maintaining an average of 8% across 12 months
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software faults
• Desktop support experience including OS X
• Basic Computer Hardware awareness
• Knowledge of Travel applications like SABRE, Amadeus would be an added advantage
• Must conform to BAA rules/regulations regarding the application for an Airside pass
• Automation and maintenance using Enterprise Management tools
• Level III resolution of IT support issues in an enterprise wide networked environment
• Contribute to a good and friendly working environment
• Provide customer support through all levels
• Support and maintain Windows 7 and Windows 10 desktop environment
• Perform remote desktop support utilizing remote assist applications
• Data closet management
• Act as project lead for small, well-defined technical projects
• Resolves 2nd and some 3RD level technical support issues
• Returns calls from users promptly and responds to user inquiries with appropriate level of urgency based on documented performance standards
• Provide troubleshooting and problem resolution for Genetec security solutions
• Researches, isolates and implements steps to resolve user problems
• Strong familiarity with Windows OS and associated hardware
• Strong familiarity with Mac OS and associated hardware
• Strong familiarity with Apple iOS and associated hardware
• Familiarity with Android OS a plus
• Familiarity with Telecom vendors, processes, activations, data plans, service a plus
• College diploma or University degree in the field of computer science, information technology, engineering or equivalent relevant work experience / certifications
• Carry out all moves and changes in respect of voice devices
• Carry out desktop refresh of in scope device types when due
• Maintain and promote close working links with customers, the ITS Service desk, other ITS support teams and third party suppliers ensuring customers are kept fully informed about the status of their installations adhering to SLAs
• Escalate services & support problems or issues to the Desktop Services Team Leaders or Manager and to ensure customers are kept fully updated on the status
• Produce and maintain documentation/guidelines as required
• Contribute to the development of the Desktop Services team by working to continually improve the levels of service, quality and reputation of the service provided to our customers
• Provide Level 1st cover (call handling/problem resolution) for the Service Desk team meetings
• Assist with mentoring and supporting less experienced colleagues to ensure the overall technical and customer care skills and quality of their work meets accepted standards
• As required cover / assist staff in other Service Delivery roles in other teams
• Carry out any other duties appropriate to the post at the direction of the Desktop Services Team Leaders or Team Manager
• Enterprise Mobility Management system experience a plus (especially AirWatch)
• Relevant certifications a plus (SCCM, MCSA, Apple)
• Strong customer focus, responsive to needs
• A+ Core Cert certification for PC hardware servicing or equivalent preferred
• Moderate degree of travel
• Proficiency support Windows and MacOS platforms

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