Job Description

Our client, an American retailer that is home to four well-known brands, is hiring a Desktop Support Engineer to join their end-user support team in Albuquerque, NM

This team is providing tier 2 support for computer software and hardware issues for their on-site and remote internal customers. The ideal candidate will have had previous experience with workstation and server troubleshooting, laptop configurations and deployments, and experience managing AV support.

Responsibilities:

• Provide exceptional IT support (Incident and IMAC) to internal customers ensuring a high level of customer satisfaction
• Ensures service levels for customers are met, identifies opportunities for improvements and implements these as agreed upon
• Stage and configure machines for new hires and deploy new hardware as needed
• Work with the Build Center team to provide timely delivery on all hardware deployments
• Complete workstation replacements for users that qualify for new workstation replacements
• Test, configure, install and manage repair of all IT related equipment (hardware and software)
• Knowledge base documentation contribution
• Accurately log and track ticket related workload in a timely fashion
• Customer engagement – Ensure frequent and timely updates to internal customers regarding status of any outstanding issues and work that is in progress
• Form effective relationships with Business, Brands, Corporate functions, Delivery, Apps Support, fellow team members and External Service Providers
• Above all, focus on support of people as opposed to the technology

Requirements:

• 5+ years of relevant experience in IT support
• Tier 2 Corporate IT support exposure
• Thorough understanding of service desk and customer support environment
• Deadline-oriented with an appropriate sense of urgency and the ability to make quick and informed decisions
• Tolerance for ambiguity in a consistently changing environment
• High energy level and creative problem-solving abilities
• Excellent verbal, written and interpersonal communication skills with the ability to present complex ideas in clear, concise fashion to technical and non-technical internal customers
• Proven analytical, evaluative, and problem-solving abilities
• Expertise in MS Windows 10, OSX, iOS, MS O365, and MDM for mobile devices
• Remote desktop assistance tools (Nextthink), Automation & Scripting, ServiceNow, SCCM, JamF, Zoom, MS Teams, Slack

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