Desktop Support Engineer

Our client is seeking a Desktop Support Engineer to join its esteemed technology division in New York, NY. As a Desktop Support Engineer, you will assume a pivotal role in ensuring the seamless operation of IT services for end users, providing reliable support that underpins the organization’s daily functions.

Key Responsibilities:
In the capacity of Desktop Support Engineer based in New York, NY, you will serve as a principal resource ensuring that all personnel have uninterrupted access to dependable technological tools. Your responsibilities will encompass responding thoughtfully to requests for assistance, whether addressing hardware anomalies or guiding users through software installations. You will work harmoniously with other IT professionals to resolve complex matters whilst maintaining comprehensive records of your interventions. Your ability to communicate with clarity and empathy will establish you as a trusted advisor among colleagues encountering technical difficulties. Beyond supporting routine operations, you will play an instrumental role in welcoming new team members by preparing their digital workspaces and facilitating their integration into the company’s technological landscape. Additionally, you will contribute meaningfully to broader projects such as system enhancements or office relocations, always striving to optimize efficiency whilst minimizing disruption. Success in this role is predicated upon approachability, reliability, meticulous organization, and an eagerness both to learn from others and share your insights.

• Deliver considerate and responsive first- and second-line technical assistance for desktop hardware, software, and peripheral matters across the organization's user community.
• Diagnose and resolve incidents about operating systems, applications, network connectivity, printers, and mobile devices with meticulous attention to detail.
• Undertake installation, configuration, upgrading, and maintenance of desktops, laptops, monitors, telephones, and other end-user equipment while minimizing disruption.
• Collaborate closely with fellow IT teams to escalate intricate issues appropriately and ensure their timely resolution for all stakeholders concerned.
• Maintain thorough documentation of support activities within ticketing systems to ensure accurate records of incidents addressed, solutions rendered, and requisite follow-up actions.
• Facilitate the onboarding process for new employees by preparing workstations, installing essential software, and providing courteous guidance on IT policies and best practices.
• Participate constructively in regular team meetings to disseminate knowledge regarding emerging technologies or recurring challenges affecting user experience.
• Support organizational technology rollouts or upgrades by coordinating logistics and offering practical assistance during implementation phases.
• Oversee inventory management of IT assets by tracking equipment assignments diligently and reporting discrepancies promptly to management.
• Enhance the overall user experience by demonstrating empathy, patience, and clarity when assisting colleagues with technical concerns.

Key Requirements:
To flourish as a Desktop Support Engineer within this esteemed institution, you will bring substantiated experience supporting end users in large-scale organizations, demonstrating not only technical competence but also genuine consideration for those whom you assist. Your background should encompass hands-on involvement with Windows-based systems as well as prevalent business applications; any supplementary familiarity with Mac OS or mobile device administration would be advantageous. You excel when collaborating with others—valuing open channels of communication that ensure every perspective is acknowledged—and take pride in meticulously documenting your work so that future challenges may be addressed more efficiently. Your approachable manner encourages colleagues at all levels to seek your assistance without reservation. Above all, your dependability ensures that users regard you not merely as an adept problem-solver but as someone sincerely invested in their success.

• Demonstrated experience delivering desktop support within a corporate or enterprise context where reliability and responsiveness are paramount.
• Proficiency with Windows operating systems (including installation, configuration, troubleshooting) complemented by familiarity with Mac OS environments.
• Comprehensive understanding of networking fundamentals such as TCP/IP protocols, DNS/DHCP configurations, and wireless connectivity troubleshooting.
• Experience supporting Microsoft Office Suite applications alongside commonly utilized productivity tools within business settings.
• Competence in installing hardware components (desktops/laptops/monitors/printers) safely whilst adhering to established asset management procedures.
• Exemplary interpersonal skills enabling patient communication with users possessing diverse levels of technical understanding.
• Superior organizational capabilities allow effective management of multiple concurrent tasks without compromising priorities or deadlines.
• Willingness to engage in ongoing training opportunities aimed at broadening technical expertise or adapting to newly introduced technologies within the organization.
• A collaborative disposition that prioritizes collective achievement, freely sharing knowledge with colleagues for mutual benefit.
• Dedication to upholding elevated standards of customer service through empathy, attentive listening, and lucid explanations.

What sets this company apart:

• This institution distinguishes itself through its unwavering dedication to cultivating an inclusive workplace where each employee is accorded respect and support.

What's next:
If interested in this position, please contact Jamie King at Jamie.King@robertwalters.com