Desktop Support Engineer

Job Description

Job Description

Anastasia Beverly Hills is looking for an experienced Desktop Support Engineer who excels at servicing internal resources with network, endpoint, and software related issues. The position is and must be available to support our Beverly Hills and Pico Rivera locations should the need arise. The ideal candidate will have experience working with a ticket-based work system and will enjoy helping team members with day-to-day system issues. With the requisite technical background, the typical day for the Desktop Support Engineer will involve the following tasks:

First point of contact for end users via ticket system

Walk end-users through installing applications and computer peripherals

Guide users with simple, step-by-step instructions

Conduct remote troubleshooting

Test alternative pathways until a resolution is achieved

Customize desktop applications to meet user needs

Record technical issues and solutions in logs

Direct unresolved issues to the next level of support personnel

Follow up with end-users to ensure their systems are functional

Report customer feedback and potential product requests

Create technical documentation and knowledge base articles

Onboard and Offboard new team members

Configure and image end-user hardware (laptops, mobile devices, tablets, etc)

Provide progress reports as needed and in weekly team standups

Requirements

Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role

Excellent oral and written communication skills

Exceptional analytic and problem-solving skills, with the ability to think creatively and outside the box

Ability to work independently with minimal supervision

Ability to work successfully with managed service and support providers

Participates in developing procedures and suggesting improvements to existing procedures.

Effectively escalates company issues and follows-up to make sure they are taken care of promptly.

Documents all communication in the trouble-ticketing application.

Technical Skills

Ability to perform remote troubleshooting and communicate clear instructions to end users with limited technical skills

Customer-oriented attitude

Knowledge of network security practices and anti-virus programs

Experience supporting Windows 10 & 11

Experience supporting Apple environments (iOS and MacOS)

Familiarity with Windows Server 2012/2016, particularly Active Directory

Familiarity with cloud services (Microsoft 365, G Suite, Azure AD)

Familiarity with MDM solutions (MaaS 360)

Familiarity with troubleshooting and managing DNS, DHCP, VPN, and other network/server related services

Familiarity with Meraki firewalls, Meraki switches/APs, Dell servers, Ubiquity/Ruckus managed wireless systems.

3-4+ years On-Site Desktop Support

3-4+ years supporting Microsoft Windows, iOS, and MacOS

3-4+ years experience supporting Microsoft Office 365

3-4+ years experience supporting Spyware and Antivirus software

3-4+ years experience configuring, troubleshooting, and repairing desktop and/or laptop computers.

Anastasia Beverly Hills offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. The starting base salary range for this position in the selected city is $70,000.00- $80,000.00 yearly. Compensation may vary outside of this range depending on several factors, including a candidate’s qualifications, skills, competencies, experience, and geographical location. Base pay is one part of the total compensation package that is provided to compensate and recognize employees for their work. This role is bonus eligible.

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