Desktop Support Engineer - Nesco Resource, LLC

Position Summary:

The position is primarily responsible for face-to-face and remote technical support of employees using desktops and laptops in a Windows server, Windows laptop, and Windows workstation environment. It also acts as SMART Hands performing data center-related activities. In this position, you will be required to manage the daily activities making sound judgments that are required to deliver optimal service to our end users. You must possess a strong sense of ownership, a hunger to succeed, exceptional skills and relevant experience as well as an ability and willingness to learn fast with an amazing attitude.
 

Position Details: 

• Hourly position based on experience & skill level
• Contract with possible contract extension or hire
• Standard work hours: Mon-Fri 8:00 am-5:00 pm
• Location: Onsite -  Plano, TX 75093 (Attendance in office is mandatory)

• Configure, test, and deploy laptop and workstation hardware and software to users both locally and remotely
• Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers
• Diagnose and resolve problems related to the operation of PCs on the network
• Troubleshoot and repair break/fix issues
• Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts
• SMART HANDS to take direction and perform Data Center related activities e.g. physical connectivity and cabling, and coordinate with the Infrastructure teams regarding computing, storage, backup, and networking activities on an as-needed basis.  Travel to the data center in Pittsburgh when needed is a requirement
• Provide solutions to user issues by identifying problems, researching answers, and helping to implement
• Train users in basic problem resolution and understanding of how to make efficient use of their PCs
• Respond to user requests and service issues in a timely and professional manner
• Provide support via phone and using remote support software
• Create, monitor, update, and close tickets using the Service Now ticketing system
• Adhere to  corporate, technology, and security policies at all times while performing daily functions
• Remain current on technical and operational details concerning PC products and support

• Degree and/or technical education in Information Technology or related field along with 10+ 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 office setting 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 a professional attitude and appearance with excellent verbal, interpersonal, and communication skills.
• Self-motivated, enthusiastic, with solid problem-solving skills, detail-oriented, willing to learn, and a desire to succeed.

• Extensive experience with Win10/11 OS – Control panel, System settings, networking, device manager
• Microsoft Outlook, Word, Excel
• Cisco AnyConnect or experience with VPN client technologies
• Cisco Web-Ex
• Experience with endpoint security tools, ex: CrowdStrike Falcon, Cisco Umbrella, Cisco Anti-Malware protection
• Microsoft email and Outlook on a Hybrid O365 Environment – OST/PST, Email Profiles, Shared Folders, Archives, Add-on and Webmail
• 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 Datacenter 
• Laptop backup –  NovaStor

• Endpoint Security Management – Must have
  • Cisco AMP-Umbrella and CrowdStrike Falcon – Good to have
• Virtual Private Network – Must have
  • Cisco AnyConnect – Good to have
• Software Push – Must have
  • Manage Engine – Good to have.
• Ticketing System – Must Have
  • Service Now – Good to have
• Remote access support tools – Must have
  • Bomgar - 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