Desktop Support Specialist

As a Client Site Services Engineer, you will primarily serve a specific client by offering on-site deskside and on-site support for all client issues. This includes responding to service tickets, resolving first-level end-user problems, and escalating Tier 2 issues to the next level of support. You will also liaise with third-party vendors for warranty service repair and dispatch as required.

Your primary responsibilities will involve identifying, diagnosing, and resolving first-level problems for end-users across various technologies such as workstations, laptops, terminal services, Citrix sessions, software, hardware, network connectivity, Internet services, server-related issues, and new computer technology in a call center environment. You will effectively communicate solutions to end-users, provide one-on-one problem resolution for client software and connectivity, and ensure all client issues and resolutions are properly documented in the designated ticketing system.

Moreover, you will be responsible for setting up and configuring end-user PC desktop hardware, software, and peripherals both on-site and remotely. This includes diagnosing and resolving network or local printer problems, PC hardware issues, basic server problems, email, Internet, VPN, and local-area network access problems. You will coordinate timely repairs of PC equipment under third-party vendor maintenance agreements and perform minor desktop hardware repairs for equipment not covered by such agreements.

In addition to hands-on technical support, you will assist in creating materials for end-user FAQs and procedural knowledgebase articles, provide support to Tier 2-3 staff with problem research and documentation, and act as remote hands for engineering staff on-site as needed.

To excel in this role, you must deliver technical customer support professionally, troubleshoot a wide range of technical computer-related problems, differentiate between first and second-level end-user issues, evaluate and solve workstation problems, support and train end-users in various software applications, and stay updated on new computer technology. You should also maintain cooperative relationships, demonstrate sensitivity and respect for a diverse population, and represent the company effectively and professionally at all times.

Your knowledge should encompass desktop operating systems, software applications, basic hardware for workstations and laptops, network systems and management principles, Internet technologies, change control procedures, and basic electrical safety procedures.

Candidates for this position should have a minimum of 3+ years of experience providing end-user support for PC desktop and application software, installing, upgrading, troubleshooting, and repairing personal computers in a corporate networked environment, supporting Microsoft applications and management software, and providing support for an enterprise-level user base in legal or financial services industries. Additionally, candidates should hold a CompTIA A+ Certification or equivalent experience and a CompTIA Net+ Certification or equivalent experience.,