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Position Title:
Help Desk Engineer - Level 2

Position Summary:

Seeking a customer service oriented Help Desk Engineer to provide technical support to users in an efficient and accurate manner. You will be considered as the firm s front line and you will solve basic technical problems while providing support for all assigned areas. The goal is to make sure that associate value is maintained to the standards set forth by the company.


  • Provide helpdesk support and resolve problems to the end user s satisfaction

  • Monitor and respond quickly and effectively to requests received through the IT helpdesk

  • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

  • Modify configurations, utilities, software default settings, etc.

    for the local workstation

  • Utilize and maintain the helpdesk tracking software

  • Document internal procedures

  • Assist with onboarding of new users

  • Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment

  • Install, test and configure new workstations, peripheral equipment and software

  • Maintain inventory of all equipment, software and software licenses

  • Manage PC setup and deployment for new employees using standard hardware, images and software

  • Assign users and computers to proper groups in Active Directory

  • Perform timely workstation hardware and software upgrades as required

Basic Qualifications:

  • High School Diploma, GED, equivalent certification or military experience

  • At least 1 year of help desk support experience

  • Fluent in English

Preferred Qualifications:

  • Associates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience

  • ITIL Certification

  • Mac integrated basics certificate or 1 + year of equivalent Mac support experience

  • 1+ year of experience working with Windows 7 and Windows 10 Operating systems and 1+ year of experience troubleshooting Windows 7 and Windows 10 Operating systems

Associated topics: client, help desk, information technology, information technology analyst, pc, support analyst, technical support specialist, technician, technician ii, technician iv

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