Help Desk Engineer

Summary:

Starfish Computer Corporation’s Help Desk Engineer provides direct end-user support for client issues by troubleshooting and applying knowledge via helpdesk calls, service board tickets and email requests. The Help Desk Engineer, supports end-users with software and hardware issues, and also performs maintenance and upgrades to clients’ LAN, WAN, wired and wireless computer networks. Furthermore, the role installs and tests email/user accounts, sets up laptops/desktops and installs/upgrades software.

Job Functions & Responsibilities:

Perform network monitoring diagnostics, proactive and preventative maintenance to ensure that network systems are operational and running at peak performance

Maintain proper documentation of systems, licensing and applications

Record and document work completed and in-progress; assist in updating network documentation to record installations, upgrades, configurations, etc.

After hours support rotation

Follow standard operating procedures for day-to-day activities

General Requirements & Information:

Maintain an up-to-date knowledge of rapidly changing computer network technology

Experience troubleshooting software and hardware issues

Perform network management activities

Support and troubleshoot firewalls

Solid hands-on experience in a client environment

Ability to write clear and concise documentation of what you did during a repair or implementation

Strong oral and written communication skills

Organized and can self-manage with minimal oversight

Possess the willingness to continually gain knowledge of new technology and use cases

Possess knowledge of technical terms in the information technology industry, and be able to communicate professionally, clearly and concisely with a diverse group of people who may not know technical terms

Local client site travel is required