Desktop Engineer(L1 support)

Duties and Responsibilities: • Troubleshooting and repairing hardware issues; • Urgent break/fix replacements (e.g., hardware failure troubleshooting and replacement) in accordance with Knowledge Base Articles and work instructions; • Preventative maintenance (e.g., lifecycle); • Troubleshooting HW issues on end user devices; • Proper utilization of ServiceNow; • ServiceNow queue management and Ticket follow-up; • Escalating Tickets that cannot be resolved to the appropriate desktop support or 3rd party; • Critical project support that involves hardware and/or high-touch user experience; • Perform comprehensive site hardware asset inventory; • Maintain consumable device inventory count; • Conduct spare part and loaner pool management; • Support IMACR/D requests; • Engage OEM for warranty repairs and follow up on status; • Escort OEM technicians onsite when needed. • Assist client with physical support for incidents related to network, datacenter, and other activities as requested. • Work on child ticket as assigned by Level 2/3 client-provided technical staff. What you need to succeed: • Knowledge of multiple manufacturers and operating systems. • Excellent troubleshooting capability. • Ability to work in a team environment as well as independently. • Ability to communicate technical information -technical audiences. • Excellent verbal and written communication skills. • Ability to complete assignments with no supervision. • Ability to search internally/externally for support information. • Customer-oriented attitude. • Ability to travel locally and in-state to support other sites, if applicable. • Valid driver's license and proof of auto insurance, if travel is required. • Attendance and schedule adherence are requirements of this position. • This position includes continuous walking, bending and lifting equipment sometimes up to 50 pounds and engaging in labor related duties of connecting computer equipment. • Knows and applies fundamental concepts, practices and procedures of particular field of specialization.