JOB ROLE SUMMARY Desktop Support is responsible for supporting the hardware of all desktops & laptops as well as the peripherals that are connected. In addition to the hardware, there is ownership in level 1 & 2 application support on those machines. Desktop Support is responsible for the Level 1 & 2 support on the phones & network, as well as owning support from the switch port to the desk, including the physical phones. The support also covers conference rooms for all of the A/V equipment which includes projectors & video conference equipment. Desktop Support also engineers solutions such as image creation & distribution, testing for other support teams, testing of any technical piece that touches the desktop and responsible for picking new standards & support models. DUTIES AND RESPONSIBILITIES The associate is expected to begin enhancing the contribution of other associates through consultation, mentoring, training; and/or knowledge sharing. The associate is involved in multiple technical, development, or account related projects and/or processes that are of a complex and/or critical nature. This associate may also be routinely involved in providing expert consultation with regard to his/her area of expertise. The associate is expected to utilize his/her technical (area of) expertise on multiple, complex, and high-priority projects and/or processes. Serves as escalation point & trouble shooting contact for levels 1-3 on hardware, software & configuration support Performs daily supports functions duties along with mentoring levels 1-3 Functions as technical lead on special projects Applies full understanding of desktop role from start to finish & represents the desktop support function in cross functional projects/implementations/integrations Called upon to design & implement solutions & create new processes to improve efficiency SUPERVISORY RESPONSIBILITIES This position does not have direct reports but may mentor less experienced associates in the role. RECRUITING INFORMATION Specific hiring needs may vary by location, industry, client, internal department and other business related factors. The qualifications section lists examples that may be used as guidance when populating required and preferred skills sections of recruiting requisitions / job postings. QUALIFICATIONS Required Minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years’ experience; or equivalent work experience Preferred Advanced knowledge of OS Advanced knowledge of software Advanced phone troubleshooting skills Advanced understanding of phone & A/V Travel % TBD by field – Needed to create job code and for Department of Labor Any reference to years of experience should be disregarded in the UK
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