Sr. Desktop Support Engineer - On-Site

Job Responsibilities:

• Onsite IT Support: Provide hands-on assistance for hardware replacements, peripheral installations, and office IT infrastructure.

• Laptop/Desktop Support: Install, configure, and troubleshoot operating systems, applications, and security tools, workstation hardware and software to users both locally and remotely

• Diagnose and resolves problems related to the operation of PCs on the network

• Printer Support: Manage installation, configuration, and maintenance of printers and multifunction devices.

• Video Conferencing (VC) Support: Set up and maintain conference room equipment (Zoom, Teams, WebEx, Polycom, etc.). Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts

• Rack/stack network equipment in a data rack; Install patch cables to network devices; Troubleshoot performance issues of network devices;

• Remote Hands Support: Assist network/server teams with cabling, racking, patching, and hardware troubleshooting.

• Networking Support: Perform first-level troubleshooting of switches, routers, firewalls, and wireless access points.

• Perform physical connectivity checks and cabling, coordinate with the Infrastructure teams regarding compute, and networking activities on an as needed basis

• Incident Management: Create, monitor, update, and close tickets using Service Now ticketing system

• Respond to user requests and service issues in a timely and professional manner

• Asset management of all IT equipment on site

• Work with various vendors as needed to support site specific services, hardware, and software

• Adhere to Black Box corporate, technology and security policies at all times while performing daily functions

Personal Qualifications

• Degree and/or technical education in Information Technology or related field along with 5 - 7 Years of relevant hands on experience in an end user and customer focused networked PC environment

• Industry-specific certifications such as A+, Microsoft and ITIL are a plus but not required.

• Comfortable working independently in a fast-paced at site location while supporting a wide variety of job roles.

• Proficient in time-management and the ability to multitask and prioritize daily support requests and projects.

• Ability to diagnose, isolate and troubleshoot computer physical hardware and software components both remotely and locally.

• Exhibit professional attitude and appearance with excellent verbal, interpersonal and communication skills.

• Self-motivated, enthusiastic, solid problem-solving skills, detail oriented, willing to learn and a desire to succeed.

Technical Qualifications

• Handson experience with Win10/11 OS - Control panel, System settings, networking, device manager

• Microsoft Outlook, Word, Excel

• Cisco AnyConnect or experience with VPN client technologies

• Hands on Working knowledge in MS Entra, InTune Administration, MDM

• Microsoft email and Outlook on an Hybrid O365 Environment - OST/PST, Email Profiles, Shared Folders, Archives, Add-on's and Webmail

• Able to install, configure and test routers and switches

• Networking - Exposure and knowledge of networking protocols and components - TcpIP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic's.

• Active Directory Password resets and User properties.

• Working knowledge of WebEx audio/video conferencing systems

• Understanding and prior experience working on the physical setup of a Data center

• Read and understand Network Topology Diagram to assist in:

a. Rack/Stack of network devices

b. Interconnection Fiber and Copper patching of devices

c. Troubleshooting network issues

d. Proper label of devices and interconnection cables

Tools Knowledge -

• Remote access support tools - Must have

  • Bomgar - Good to Have

• Ticketing System - Must Have

  • Service Now - Good to have

• Asset Management - Good to have

• Data recovery tools - Good to have

• Disk Encryption - Good to have

• Citrix virtual apps desktop and Citrix Workspace- Good to have

• Laptop/Workstation imaging technologies - Good to have

  • Manage Engine Endpoint Central- /Nice to have

• Virtual Private Network - Must have

  • Cisco AnyConnect - Good to have

• Endpoint Security management - Must have

  • Cisco AMP-Umbrella and CrowdStrike Falcon - Good to have

Supervisory Responsibility:

• This position has no direct reports