SoluStaff is recruiting an experienced Help Desk Engineer for our customer located in Radnor, PA. The Help Desk Engineer will have experience troubleshooting and maintaining standard office applications, mapping and troubleshooting of printers and other basic office automation issues. Help desk support to include logging in and resolving issues related to: Hardware (desktops, mobile devices, printers, multifunction devices, peripherals, and cables) installs, configuration changes, updates/upgrades, and troubleshooting.

• Provides phone and help-desk support to local and off-site users.
• Analyze incidents and determine level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Resolve incidents on first contact when possible using the supported remote desktop control application as appropriate.
• Maintain a database utilizing the service desk software of all telephone calls and messages received requesting customer assistance.
• Provide feedback to issues for the team’s knowledge database.
• self-manage queue of incident tickets based on established priorities to include: ticket tracking, asset tracking and management, patch management, and knowledge database management.
• Ensure that tickets are closed in a timely manner.
• Any other duties as assigned by the IT Service Desk Manager

A minimum of Associate’s Degree in applied technology area such as Information Systems or Computer Science.

Minimum 3 years of experience working with personal computers in a technical/desktop support capacity

Understanding of the MS Office Suite and networking protocols (TCP/IP, DHCP, DNS,VPN, Wireless)

Experience troubleshooting and maintaining standard office applications, mapping and troubleshooting of printers, and other basic office automation issues.

Experience in working with a major ticketing system like ServiceNow, SysAid, Remedy, Heat etc.

Certifications:

• CompTIA Security+

Plus one of the following Certifications:

• Microsoft Certified Professional (MCP) in Windows XP or higher,
• Microsoft Certified Solutions Expert (MCSE),
• Microsoft Certified Desktop Support Technician (MCDST), or
• Help Desk Institute Desktop Support Technician (HDIDST),
• CompTIA A+
• CompTIA Network