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Desktop Support Engineer III Information technology USA - Menlo Park Office based role
ROLE PURPOSE
The Desktop Support Engineer III (“the Engineer III”) will provide hardware and software support to all firm users. The Engineer III will maintain, configure, install, and move computer hardware, and serve as an escalation point for complex issues. This individual will also plan and execute projects in alignment with Global Technology Solutions (GTS) department objectives.
ROLE AND RESPONSIBILITIES
Respond to user issues received through our current ITSM tool or management requests and update tickets accordingly throughout the issue resolution process.
Move, configure, install and setup computer equipment, operating systems, and application software.
Evaluate and diagnose hardware and equipment failures.
Provide user support for Apple device hardware and management systems.
Track and maintain accurate equipment inventories.
Conduct research, collect data, and contribute to or execute projects as needed.
Secure workstations against malicious software and facilitate necessary updates to antivirus software.
Mentor and coach level I and II engineers and serve as a point of escalation for complex tickets.
Complete escalations work and various projects as assigned by management.
Other duties and responsibilities as assigned.
KEY REQUIREMENTS Knowledge, Skills & Attributes
Experience troubleshooting, fixing and/or using the following technology:
Active Directory
Adobe Acrobat
Antivirus/malware software
Apple and Blackberry mobile devices
Apple MAC
Blackberry Enterprise Server
Cisco Phones/Polycom
Computer Encryption (PGP)
Copiers Config (LDAP/SMTP)
Desktop Management
Document Management (DM) Systems
Document Comparison Tools
HelpDesk Ticketing Systems
Knowledgebase Systems
LAN/WAN/VLAN Systems
MDM solutions
MS Office Suite
Network Cable Routing (IT closets)
Network Troubleshooting
Printers Config/Install
Remote Access Tools (RSA)
Remote Assistance Software (Proxy)
Remote Office Phone Support
SharePoint Editing
Software Deployment
System Management Software (SCCM)
TCP/IP Knowledge
Video Conferencing (HDVC)
Windows 10 OS troubleshooting
Windows 10 Registry
Experience installing, configuring, and troubleshooting computer hardware.
Proven experience resolving issues with Microsoft Office and other typical desktop applications.
Exceptional customer service and interpersonal skills.
Excellent oral and written communication skills.
Ability to effectively defuse conflicts.
Results oriented with the ability to ensure consistent follow-up and closure of all open tickets.
Ability to interact effectively with users at all levels of an organization.
Ability to communicate technical issues to users in simple and easily understood terms.
Knowledge of Project Management processes and ITIL frameworks.
Ability and willingness to share knowledge and teach and coach others.
Education & Experience
4-7 years’ experience in computer hardware configuration and repair in a network environment.
At least 2 years’ experience in a position that required strong customer service. skills related to end-user computer support.
High school diploma required.
Associates Degree in Computer Science or related field preferred.
A+ certification.
ITIL certifications –v3 Foundations minimum.
Physical Activity/Other Miscellaneous
Ability to lift and carry 30 pounds if needed.
Ability to walk / stand a minimum of 4 hours per day.
Flexibility to travel to other offices as needed.
Ability to work outside standards business hours to accommodate meetings and calls with the global team.
Ability to work on call shifts.
Equal Employment Opportunity, including Veterans and Disability Additional information - External This role is open to our Silicon Valley office. For individuals assigned to or hired for this opportunity in California, the estimated annualized base salary range for this position is $110,000-$126,000. The actual base salary offered will depend on the overall qualifications of the individual applicant for the position, including, if applicable, the location in which the applicant lives and/or from which they will be performing the job, and other job-relation factors permitted by law.
Ready to jumpstart your career in the vibrant heart of Menlo Park, California? Nestled in the bustling Silicon Valley, this dynamic region beckons with unparalleled growth opportunities and a thriving tech-centric environment. Unleash your potential in the epicenter of innovation, where companies like Facebook and Stanford University drive groundbreaking advancements. With the picturesque Stanford University, the iconic Menlo Park Caltrain station, and the bustling downtown area brimming with cafes and boutiques, this locale offers a blend of charm and modernity like no other. Explore career opportunities surrounded by the lush landscapes of nearby parks like Bedwell Bayfront Park or catch a game at the Stanford Stadium. Join us in discovering the endless possibilities that await in Menlo Park and unlock your career aspirations today!
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