Role: Desktop Support Engineer

Location: San Juan

Job Description:

The Desktop Support Administrator’s role is to provide a single point of contact for end users to receive support and maintenance within the organization’s desktop computing environment with Minimum 2 years of Experience which includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, Laptops, monitors, printers, and related peripherals) to ensure optimal workstation performance.

Technical Skills:

• Install, upgrade, support, and troubleshoot, Windows 10, other OS and Microsoft Office 365, and any other authorized/standard desktop applications
• Install, upgrade, support, and troubleshoot for printers, computer hardware, and another authorized peripheral equipment
• Performs general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment
• Performs remedial repairs on computers, laptops, printers, and any other authorized peripheral equipment
• Customize desktop hardware to meet user specifications and site standards
• Performs work in compliance with specified warranty requirements
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to ensure proper spare parts levels
• On-site support and support for Remote sites and work-from-home computing
• Diagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents
• Emergency recovery maintenance for Desktops
• Diagnosing & troubleshooting virus problems that can be fixed using an antivirus tool deployed
• Re-installation of the anti-virus packages corrupted or deleted by the users
• Day-to-day troubleshooting activities
• Asset lifecycle management, asset tracking, and end-of-life services.
• Perform asset management activities to ensure hardware is properly assigned to the end users and tracked/updated in the Inventory Management System
• Incident, Problem, and Change Management within the EUC environment.
• Setup, configuration, and testing of standard equipment for new hires
• Preparing and shipping equipment to be sent to new hires or as needed for support of work-from-home colleagues.
• Technology reclaims process. Reclaiming equipment from separated colleagues. This includes shipping materials and prepaid shipping labels to separated colleagues to facilitate the return of company equipment.
• Ability to Evaluate and test new technology for feasibility and implementation within the EUC Environment
• Provide technical assistance and training to end users on computer operating systems and standard applications.
• Provide “Day One” focused support and assistance for new hire colleagues,
• Provide Smart-Hands support to perform basic technology management tasks that require on-site presence under instruction from such other support groups. IMACDs, Equipment changes, reboots, and power cycles.
• Provide Smart-Hands support to Local servers, BIOS Updates, Local storage appliances, and Network devices (Ethernet switches, Wireless Access Points)
• Parts replacement for existing servers resulting out of hardware failure.
• Project execution/implementation such as Desktop PC or Laptop Refresh or similar as requested.