Desktop Support Engineer

General Job Description:

The IT Desktop Support Engineer is responsible for configuring and supporting ACCO's computers and smartphone applications, installing and supporting desktop applications, and responding to Help Desk calls. This includes, but is not limited to purchasing, receiving, account and vendor relationships, inventory control, distribution, and repair/maintenance for ACCO desktop PCs, laptops, smartphones, and multimedia equipment.

The position will require building relationships with Field, Office and Shop teams, listening to their needs, and be proactive in raising and resolving issues. The willingness and ability to travel occasionally to jobsite or remote offices is a necessary requirement of this position. This role will require a strong emphasis on Client interaction, communication, using scripts and documentation.

• Provide Tier 1 & 2 technical support to internal users located in offices and job site locations determined by IT leadership.
• Provide excellent customer service over the phone, remotely and in person.
• Prioritize, troubleshoot and solve simple and advanced issues, delivering solutions that address root cause instead of symptoms of problems.
• Provision and deprovision Endpoint hardware and User Accounts, including Active Directory, VPN and SaaS applications.
• Document standards, best practices configurations, settings and installation procedures per IT standard methodology.
• Assist with office build-outs and expansion by coordinating logistics and required infrastructure.
• Ability to work outside of normal working hours to complete tasks, including occasional weekends/evenings.
• Collaborate in efforts to streamline IT operations, leveraging automation wherever possible.
• Train users on existing and new procedures.
• Other duties and responsibilities as assigned by the manager.

• Degree in related field or equivalent in Computer Information Systems.
• Experience using enterprise Directory Service and Endpoint management solutions (AD, SCCM etc.)
• Experience with Powershell scripting and SCCM Application packaging.
• Hands-on experience supporting Windows, Android and iOS platforms.
• Certifications in related field (CompTIA or Microsoft a plus)
• Driven to help others with a how can I be of service attitude.
• Strong work ethic, exhibiting a sense of urgency relative to resolving critical issues.
• Demonstrate proficiency in all other MS Office Suite applications.
• Take ownership of problems and follow through until they are resolved.
• Demonstrated abilities to prioritize and manage multiple assignments in a fast-paced environment to meet deadlines with efficiency and accuracy.
• Excellent communication and customer service skills.
• Work in standard office environment with physical ability to lift packages, boxes, and equipment (of 5 to 50 pounds frequently) from the ground to above shoulder height.
• Work after hours and/or on weekends as required.

• Proactivity / Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one's level/position and with minimal supervision.
• Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
• Insight: The ability to gather and make sense of information that suggests new possibilities.
• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.
• Big Picture: Understands and contributes to organizations' short- and long-term business strategy. On a personal level has independently developed a vision for short- and long-term career success.
• Motivation / Dedication: Commits to excellence in pursuing unselfish goals. Initiates action with collective goals takes responsibility, and shows personal humility.
• Technical Curiosity / Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feed, back; demonstrating openness to learning and change.
• Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives.

(The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions)

• The employee may regularly lift and /or move up to 10 pounds, and occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include Close vision and Distance vision including color recognition.
• The auditory/hearing abilities required by the job include the ability to hear customers calling by telephone.
• While performing the duties of this Job, the employee is regularly required to sit for prolonged periods, stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
• The employee is regularly required to walk and sit.
• This individual must be a responsible person and regular attendance is required.

This is a non-exempt position. Workdays are scheduled from Monday through Friday. Typically, work hours begin and end between 7:00 am and 5:00 pm as scheduled with the position's supervisor, with a minimum thirty-minute and maximum one-hour break for lunch, and two rest breaks. Occasional overtime may be necessary per business needs.

Competitive Wages:

$28 to $33 per hour. Applicants please note that actual compensation is determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location, among others. The offered wage or salary is only one aspect of an employee's total compensation.

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