NIH Desktop Engineer (Level I)
Key Concepts Knowledgebase LLC
Key Concepts Knowledgebase, LLC., is seeking a Desktop Engineer (Level I) for a project at a large NIH CIT support organization. The successful candidate will work with our IT managers, engineers, technicians, and the client to ensure the expectations of...
Job description
The Desktop Engineer (Level I) responsibilities are as follows:
Provide polite, friendly, professional, and courteous customer service at all times
Work through various types of technical and customer service issues and ensure customer satisfaction
Performs installations, upgrades, configuration, and troubleshooting of customer-specific hardware and software, and mobile devices
Provide instructions to customers and support staff in the use of equipment and software
Posses the ability to complete multiple simultaneous tasks/projects in a timely manner
Interface with other teams when needed to help resolve customer issues
Document incident status and solutions using ticket tracking system
Accepts warm transfers from other technicians to continue customer support
Efficiently escalate issues to higher tiers when needed
Ensure SLA compliance
Configure and install various IT hardware and application systems such as desktops, routers, servers, switches, Wi-Fi antennas, Network security devices, Access control system any other application once given the necessary procedures and authorization.
Develop installation schedules, prepare and create installation packages.
Prepare documentation for configuration changes at each site and supporting test reports.
Coordinate post installation operations and maintenance support.
Keep track of all hardware inventory and provide weekly reports on status of all Hardware inventory stock.
Qualifications:
Knowledge, Skills and Abilities:
Must be detail-oriented, organized, and can work under tight deadlines.
Must have a comprehensive knowledge of generic IT hardware devices.
Must have the ability to read and understand installation guides, wiring drawings, system requirements and site-specific installation policies/procedures.
Must have excellent analytical skills in troubleshooting IT hardware installation, application setup, and maintenance, testing capabilities, problem identification, and/or resolution.
Must understand how to configure IT hardware, and/or be able to communicate with engineering for directives on newer system?s configuration.
Must have competencies in testing/verifying proper operation of all hardware installations with direction from the engineering staff or IT administration.