Desktop Engineer (City of Industry)

City of Industry, CA 90601

Employment Type: Contract Job Category: Desktop Job Number: 19964

Job Overview

This individual will monitor our clients’ endpoints, respond to alerts, and assist client with hardware and software problems via phone, email, remote-control tools and at the client site. This position may be assigned specific customers or may go from one customer site to another as needed.

Additional Duties and Responsibilities
  • Maintain a high degree of customer service for all support incidents and adhere to all service management principles.
  • Document all incidents into our ticketing system, updating tickets regularly.
  • Respond to inquiries from clients and help them resolve hardware or software problems.
  • Resolve issues through client interaction and/or using remote support tools.
  • Triage issues to determine appropriate escalation
  • Take on escalations from the internal service desk team due to client site break/fix need
  • Provides initial support for incidents and requests for moves/adds/changes and Reactive Support incidents and requests while onsite  
  • Manages their queues and resolves tickets from Highest Priority to Lowest, and from oldest to newest ticket within the queue.

Qualifications and Skills
  • Bachelor’ s Degree in Computer Science or Information Systems and/or Microsoft certification(s) preferred.
  • Three years of experience in IT, working in a structured support environment including managing support tickets, diagnostics, escalation routines, and issue resolution closure
  • Experience with service desk management tools (i.e. ticketing system, remote monitoring tools)
  • Familiar with standard desktop and server applications and backup software
  • Experience with using and troubleshooting Office 365 and MS Office suite within a network environment (permissions, calendar sharing, delegation)
  • Working knowledge of Active Directory and Exchange Servers
  • Basic knowledge of network protocols, and configurations.

  • One year of experience in IT, working in a structured support environment.
  • Strong knowledge of Microsoft based operating systems.
  • Solid customer service skills.
  • Experience in PC hardware set-up, imaging, configuration and troubleshooting.


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