NSC Global · 1 day ago
Desktop Support Engineer (Level 2)
Houston, TX
Full-time
Onsite
Mid, Senior Level
5+ years expNSC Global is a company providing global network implementation and support solutions to organizations. They are seeking a Desktop Support Engineer to maintain, analyze, troubleshoot, and repair computer systems and provide user support.
B2BHuman ResourcesInformation Technology
Responsibilities
Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals
Documents, maintains, upgrades or replaces hardware and software systems
Supports and maintains user account information including rights, security and systems groups
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
Qualification
Required
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
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Able to understand technical concepts and can develop ways to help others learn
Ability to solve complex problems with innovative solutions
Ability to manage multiple priorities
Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve
Excellent customer service, technical, organizational, and communication skills -- in person and on the phone; effective listening and team orientation
Able to persuade, influence and negotiate with staff and vendors in critical situations
Able to motivate others and work cooperatively in a group to achieve common goals
Able to sit at a desk and grasp writing instruments
Able to manipulate fingers to perform keyboard strokes on a computer
Mobile between buildings
Must also be able to lift 40lbs without issue and move it from under a desk to a cart and vice versa
Preferred
May require an associate's degree in a related area or 5+ years of experience in the field or in a related area
Familiar with a variety of the fields' concepts, practices, and procedures
Company
NSC Global
Business to business IT service provider headquartered in London, England
1001-5000 employees
H1B Sponsorship
NSC Global has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (2)
Funding
Current Stage
Late StageLeadership Team
De Blascak
North American Human Resources Business Partner
Recent News
Computer Reseller News UK
2024-04-10
Computer Reseller News UK
2023-04-17
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