We are seeking a Desktop Support Engineer who will be responsible for onsite and remote IT support. As part of the IT Shared Services team, the Engineer will support end-users with problem determination, problem/incident recording, resolution, and escalation for supported products and services. These products and services include networks, client/server systems, PCs and laptops, desktop application software, peripheral devices, mobile phones, and other IT hardware and software.
location: Collierville, Tennessee
job type: Contract
salary: $25 - 28 per hour
work hours: 8am to 5pm
education: Bachelors
responsibilities:
- Provide first-level contact and problem resolution for all users with hardware, software, and application problems. Resolve user-reported problems using available tools and following procedures and policies for handling support cases.
- Courteously obtain and convey concise problem information for external and internal users. Provide accurate and timely logging of problems and resolution of problems in the internal Service Desk tool based on Service Level Agreement (SLA).
- Act as a liaison between customers and the IT team to ensure accurate problem interpretation. Maintain communications with users during the problem resolution process.
- Escalate problems to IT leadership as appropriate.
- Install, modify, and repair computer hardware and software with superior customer service.
- Maintain an in-depth knowledge of supported products and services.
- Train computer users as requested.
- Review and update desktop support documentation as assigned and recommend improvements to procedures.
qualifications:
- 3-5 years IT support/help desk experience; professional certification (e.g., Microsoft Certified Systems Administrator (MCSA)) preferred.
- BSc/Ba in Information Technology, Computer Science, or a related discipline is a plus.
- Previous experience with the support and installation of:
- Microsoft Windows 7, 10, 11
- Microsoft M365/Office 365, Exchange Online Administration, Active Directory
- Cloud PBX such as RingCentral phone system
- FTP, SMTP, VPN, Switches, and Routers
- Experience in help desk and user support onsite and remotely across multiple sites with demonstrated ability to effectively communicate by phone, in person, and in writing.
- Experience working in a 24x7 Manufacturing environment is a plus.
- Knowledge in backup and disaster recovery procedures and policies.
- Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
- Demonstrated analytical and troubleshooting skills.
- Shows initiative and acts independently to resolve problems.
skills:
- Technical Troubleshooting & Problem Resolution: This is paramount, as the role involves "first level contact and problem resolution for all users with hardware, software, and applications problems," as well as "demonstrated analytical and troubleshooting skills." This encompasses the ability to diagnose issues across various systems (PCs, laptops, networks, applications).
- Customer Service & Communication: The description repeatedly emphasizes interacting with users, including "courteously obtain and convey concise problem information," "maintain communications with users during the problem resolution process," and "demonstrated ability to effectively communicate by phone, in person and in writing." Superior customer service is also explicitly mentioned for hardware/software installation.
- Operating System & Software Proficiency (Microsoft Ecosystem): Extensive knowledge of Microsoft Windows (7, 10, 11) and the Microsoft M365/Office 365 suite, including Exchange Online Administration and Active Directory, is a core requirement for supporting end-users.
- Networking Fundamentals: The ability to support "networks" and specific mentions of "FTP, SMTP, VPN, Switches and Routers" indicate a strong understanding of basic networking concepts is essential for diagnosing connectivity and access issues.
- Help Desk/Ticketing System Management & SLA Adherence: The role requires "accurate and timely logging of problems and resolution of problems in the internal Service Desk tool... based on Service Level Agreement (SLA)." This highlights the importance of organizational skills, adherence to procedures, and managing support cases effectively.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
