The Technical Service Engineer handles installations, upgrades, testing, configuration and/or maintenance for assigned systems and equipment. Provides guidance to customers on function, usage, and operation of IT products and services. Troubleshoots and resolves issues with desktop equipment and participates on special projects as assigned. Accountable for refreshing desktop equipment at the end of its lifecycle. Will engage end users directly and guide end users through the entire refresh process. Will keep accurate inventory accountability of all hardware under their control. Generate reports to show progress towards achieving enterprise technology refresh goal.

• Handle complex, non-routine and escalated systems administration tickets and tasks
• Monitors systems and performs maintenance and provisioning support for hardware, such as desktop PC, Laptop PC, printers, software and video/audio equipment as assigned
• Develop and maintain operational processes and procedures
• Responsible for implementation and deployment of technology design including troubleshooting and resolving issues, developing procedures and documentation.
• Assist other IT areas supporting issues on infrastructure devices
• Troubleshoot and repair hardware and software issues according to documented procedures
• Ensure accurate asset management and tracking
• May provide backup helpdesk support as needed
• Leads or participates in projects and initiatives as assigned
• May support and participate in Disaster Recovery initiatives
• Other duties as assigned

Requirements:

Required:

• 5 or more years of progressive experience with provisioning and troubleshooting Desktop PC equipment
• Bachelor’s degree in an IT related field or equivalent work experience
• Must have extensive computer operations knowledge and experience.
• Ability to manage tasks independently and take ownership of responsibilities
• Ability to learn from mistakes and apply constructive feedback to improve performance
• Ability to communicate technical information clearly and articulately
• Ability to adapt to a rapidly changing environment
• High critical thinking skills to evaluate alternatives and present solutions that are consistent with business objectives and strategy
• Ability to travel as needed