Desktop Support Engineer

Job description

Job Summary: Provide customer service-oriented desktop support to all stakeholders within the organization. Serve proactively by anticipating and resolving incidents, and completing service requests; while maximizing efficient use of computing resources. Essential Job Duties: - Configure, deploy, maintain, troubleshoot and support computer workstations and laptops according to departmental policies and procedures. - Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers and administrative systems. - Proactively manage incident and service request records by monitoring work queue. - Provide support at a level which adheres to pre-defined Service Level Agreements. - Provide face-to-face support for stakeholders, as needed, when phone support is not applicable to resolve an incident or fulfill a request. - Create and maintain documentation which defines the support function of the role. Provide the documentation to the Service Desk in the form of knowledge base articles. - Create and maintain customer-facing documentation (instructions, FAQ, etc) which will enable the customer in s...