Desktop Engineer II

Job not on LinkedIn

🔥 0 minutes ago

🎸 Tennessee – Remote

🎸 Tennessee – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👷🏻‍♀️ Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Etch

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

📣 Marketing

📦 Logistics

💼 Consulting

Marketing • Logistics • Consulting

Etch is a UK-based digital transformation and customer experience (CX) consultancy that helps established enterprises modernise legacy technology and design customer-centric digital experiences. Using its EtchElevate™ process the company combines experience design, growth marketing, technology and data (including composable architectures, CRM, e-commerce, and AI/ML analytics) and blended “fusion” teams to increase win rates, reduce costs, and accelerate growth. Etch is a Certified B Corporation and offers CX maturity diagnostics, agile delivery models, and short exploratory engagements to de-risk larger transformations.

📋 Description

• Provide technical support for incidents and service requests related to Information Services equipment • Plan, schedule, and install new hardware and software • Analyze and resolve moderately complex problems involving desktop applications, network connectivity, printers, smartphones, laptops, and iPads • Provide support and resolution for hardware, network, software, and application problems • Evaluate and escalate calls based on urgency, complexity, and organizational impact • Record user inquiries through incident resolution using the service desk system • Ensure the computer environment is secure, clean, and maintenance and shift turnover procedures are followed • Assign problems to appropriate individuals and monitor service request progress • Provide feedback on service agreements, first-call personnel effectiveness, and client call patterns • Recommend system modifications to reduce user problems • Provide customer service and develop client relationships through follow-up and client contacts • Create and expand the knowledge database through documentation • Update procedural and resolution information in help desk software • Use software and hardware to detect and resolve desktop computer and network problems • Adhere to security policies and follow procedures for security violations • Perform preventative maintenance according to manufacturer standards • Ensure housekeeping and maintenance functions are completed on schedule • Communicate effectively with other shifts for smooth shift transitions

🎯 Requirements

• High School Diploma • Four years’ experience in Information Technology, Desktop Support, Service Desk, or related field • Excellent oral and written communication skills • Service oriented • Able to work independently • Proactive and able to make routine decisions independently • Above average problem-solving skills • Excellent organizational, time management and customer service skills • Proficient in MS Office, Outlook, Excel, PowerPoint and other computer applications • No license or certification required