Desktop Support Engineer - Systems Integrator

Want to venture deeper into the role of a Desktop Support Engineer? Join a global provider of IT services and solutions, specializing in the delivery of technology support, infrastructure and managed services. Founded in 1997, the company operates across various sectors, including telecommunications, media, technology, and finance, helping organizations enhance their IT capabilities and streamline their operations. 

The company is looking for a Desktop Support Engineer for an initial 6-month contract based in Boston. Ready for the next step in your career? Apply today!

Responsibilities: 

• Field incoming help requests from end users via both telephone and work orders in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position

Required Skills/Qualifications: 

• Require an associate’s degree in a related area or 5+ years of experience in the field.
• Be familiar with various industry concepts, practices, and procedures.
• Knowledge of basic computer hardware.
• Experience with desktop operating systems including Microsoft, and Mac OS X
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Good understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.

Duration: 

• 6 Months 

Day rate: 

• Negotiable