Desktop Support Engineer (Internal IT)

Impact is hiring a Desktop Support Engineer for our Nationally ranked Best and Brightest Workplace!

The Desktop Support Engineer is responsible for resolution of technical issues with remote but primarily onsite support. Overall responsibility is to facilitate the resolution of technical issues within the regional offices and corporate headquarters. This role requires regularly scheduled and emergency travel to all Midwest regional offices for checkups, onsite resolution, and hardware installation. Up to 3-4 days a week in a remote regional facility.

Responsibilities

Remote Desktop Support

• Account provisioning and laptop imaging
• Troubleshoot and provision mobile devices
• Support enterprise and third-party applications used by Impact Employees
• Prioritize, escalate, and resolve incidents from ticket management system
• Provide technical support via phone and remote software with excellent customer service
• Collaborate with team members to resolve issues
• Adhere to all corporate process, policies and assist with technical documentation

Onsite Support

• Install IT and AV hardware equipment for new office builds and renovations, including but not limited to
• Monitors, Docking stations
• Security Cameras
• Networking hardware
• Large scale LED Screens
• Assist in one off network cable runs pulling CAT6 Cable

Asset Management and Documentation

• Report all customer service issues within tracking software
• Track company technology inventory with our asset tracking software
• Install, modify, and repair computer hardware and software.
• Clean up computers and reimage computers for quick redeployment
• Install and configure computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.

Education

• Associates Degree in computer sciences or related field
• 2+ years of related technology experience
• Willingness to continue to grow through outside and in-house training
• Previous experience with RMM tools
• Strong experience and knowledge of
• Microsoft Desktop and MacOS Operating Systems
• Office Suite and cloud productivity applications
• PC Hardware, Mobile Devices (iOS/Android) and peripherals
• Client-side cybersecurity software
• Basic understanding of:
• Office 365 Admin Center and Azure Active Directory
• VOIP Systems
• Basic WAN/LAN troubleshooting
• Experience with Structured Cabling
  • Basic copper termination skills and minor patching
  • Have a focused and organized vision of cabling to keep a clean and orderly appearance for future troubleshooting

Other Skills & Abilities

• Experience with Security Cameras and other Infrastructure
• RMM and ITSM Ticketing Platform experience
• Documentation Management
• Strong interpersonal, analytical, oral, and written communication skills
• Ability to research requests for a viable solution amenable to all
• Be able to occasionally lift IT Equipment ~50-75lbs
• Ability to multi-task and prioritize issues
• Able to work independently and as part of a team
• Must be prepared to travel as required

Benefits

• 20 days of PTO
• 12+ paid holidays
• Flexible Sick Day Policy
• Paid Maternity & Paternity Leave
• Comprehensive Health, Disability Life, Dental and Vision Plans
• 401(K) match & retirement plans
• Student Loan reimbursement
• On-going training & development opportunities