Desk Side Engineer - Senior

Summary

The Desk Side Engineer - Senior will be the technical support for customers and their networked computers and peripherals for a contract supporting the Department of Transportation.

Responsibilities

• Conduct hardware support (A+ or equivalent preferred): Imaging laptops, changing hard drives, memory etc.(Actual repairs are done by Dell)
  
• Conduct VOIP and voicemail support of Callpilot
  
• Conduct Microsoft Office and 365 support and basic software installation and repair
  
• Install and support of Bentley products, including Microstation, Geopak, and OpenRoads
  
• Experience with application add-on's to Bentley, Autoturn and Guidesign is a plus
  
• Support Cisco AnyConnect for VPN
  
• Conduct Oracle P6 and database client install and configuration
  
• Conduct EEBACS (DOT Proprietary software) support with the ability to learn and support
  
• Support Trimble Office and Data Collectors
  
• Add and remove systems from the domain
  
• Backup and restore user profiles
  
• Conduct troubleshooting DOT issued iPhones
  
• Conduct SFTP usage and add users
  
• Other duties as assigned
  

Qualifications

• High school diploma or GED required
  
• 4+ years of experience providing desk side support, specializing in troubleshooting complex and advanced end-user issues with hardware and software
  
• Experience with setup of a user work station (computer, docking station, monitor, keyboard and mouse)
  
• Background check required
  

Knowledge, Skills and Abilities

• Ability to lift 40 lbs or more
  
• Ability to prioritize issus and users
  
• Knowledge and use of Active Directory
  
• Ability to work independently and yet be effective within a team setting
  
• Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment
  
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
  
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others
  
• Excellent skills in Microsoft Word, Excel, and other Office applications
  
• Experience working in a home office setting as well as the ability to train end users on frequently asked technical issues
  
• Ability to provide technical assistance and support over the phone with good phone skills, and a professional demeanor
  
• Previous customer service experience strongly desired
  
• Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it
  

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