L2 Deskside Support Tech - Albans, VT

Category:

Engineering

Employment Type:

Contract To Hire

Reference:

BH-378019

Deskside (L2) Support aka Customer Service Engineer

(Contract-to-Hire)


Job Summary:

The Customer Service Engineer is responsible for providing technical support and performing repairs on various technology-based products within an end-user computing environment. This role involves both hardware and software troubleshooting and support, either in-person or remotely, for corporate environments.
Key Responsibilities:

• Perform troubleshooting and repairs for PCs, desktops, laptops, tablets, and printers.
• Provide deskside or remote support for end-users, including client-identified VIPs.
• Handle Install/Move/Add/Change (IMAC) requests such as setting up new PC equipment and assisting with end-user deskside support.
• Reimage, update, and install software packages using SCCM, including deploying Windows updates.
• Manage tasks related to Active Directory, such as user deletion and password resets.
• Maintain effective communication with end-users, providing timely updates on repair status and time estimates.
• Utilize the ServiceNow ticketing system to manage and resolve support requests.
• Adhere to established service operations policies and meet customer service satisfaction metrics.
• Perform additional duties as assigned, including staying up-to-date on required certifications.

• Experience:
  
  • 2-4 years of in-person desktop support, with a preference for experience in large to enterprise-size environments.
  • Experience working in a corporate setting with 200+ end-users.
  • Experience with ticketing systems like ServiceNow.
  
  
  
  
• Technical Skills:
  
  • Proficient in troubleshooting and repairing both hardware and software in end-user environments.
  • Experience with Active Directory and SCCM (System Center Configuration Manager).
  • Knowledge of ITIL methodologies is beneficial.
  • A+ certification is preferred but not required.
  
  
  
  
• Education & Certifications:
  
  • Technical school certification or equivalent experience (2-4 years of relevant experience).
  • Must maintain OEM certifications as required by management.
  • Additional customer-specific certifications may be required.
  
  
  
  
• Physical Requirements:
  
  • Ability to lift and move computer equipment weighing up to 50 lbs.
  • Must own a basic repair toolkit.
  
  
  
  

• Full-time, 40 hours per week.
• Monday-Friday, 8 AM - 5 PM.
• Must be willing to work onsite.

• Strong communication and interpersonal skills, both oral and written.
• Ability to follow processes and instructions with minimal supervision.
• Excellent customer service and problem-solving skills.