Desktop Support Engineer
LOCATIONS:
Are you passionate about helping businesses reinvent the foundation of their business In today’s digital and cloud-based world, businesses perform only as well as their IT infrastructure. Help be part of the solution in designing processes, selecting and implementing strategic tools, and establishing AIOps capabilities that leverage analytics, automation and machine learning.
The Dekstop Support Engineer will be required to work in shifts and interact with customers on a daily basis. They will serve as subject matter expert for managing Apple MAC and Windows 10 in general for Desktop Management and be on-call on a rotational basis for critical issues.
Responsibilities:
- Diagnose basic and advanced IT and computer system and network issues, hardware, software, networking, desktop, softphones, etc.
- Create project plans and experience-based recommendations on new software and hardware rollouts
- Provide user assistance as needed on operating systems, software, and hardware usage and procedures.
- Troubleshoot & research cloud services, desktop applications, Windows 10, and Mac.
- Install, remove, test and configure PC and Mac operating systems, software and hardware.
- Answer technical support phone calls, open support tickets and address end user requests.
- Resolve and provide updates, status, and completion information to end user using in a professional manner.
- Provide technical support during normal working hours and occasionally after hours and weekends as needed
- Provide helpdesk support: Windows, Mac OS, Microsoft Office Suite (Word, Excel, Outlook), Adobe and industry-specific software solutions.
- Assist users with mobile device configuration and troubleshooting relating to accessing RFF system resources such as wifi and email.
- Troubleshoot, repair and configure hardware
- Perform basic printer troubleshooting and maintenance
- Provide general technical and AV support for events
- Provide basic network and connectivity troubleshooting
- Imaging, configuring and deploying Windows/Mac machines
- Acquire and test information systems to verify functionality and compatibility with existing organizational hardware and software.
- Perform basic troubleshooting of VOIP phones and phone connectivity
- Assist with IT projects under supervision from senior team members
- Provide occasional off hours support for users and events
- Create and manage tickets in the ticketing system
- Troubleshoot and support remote access to RFF systems
- Manage Desktop (software and connectivity) incidents through to resolution.
- Manage end to end patching for end user devices at the global level as well as application & third party patching.
Additional responsibilities as assigned. Duties and responsibilities can be changed, expanded, reduced or delegated by management to meet the business needs of the property.
For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only.
Please note: The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.
Basic Qualifications:
- Bachelor's degree or equivalent (minimum 12 years) work experience. If Associate’s Degree, must have minimum 6 years work experience
Professional Qualifications:
- Advanced knowledge of O365, including SharePoint, Exchange Online, Azure AD, and Microsoft Endpoint Manager; ability to write Powershell scripts a plus
- Exceptional customer service skills
- Task-oriented and organized, experience managing a ticket queue respective of SLAs and ability to prioritize
- Goal-oriented, has experience setting and meeting achievable due dates
- Team player, can collaborate in a productive fashion
- Able to troubleshoot a large variety of technical issues
- Experience in remote support (preferably experience with TeamViewer or comparable screen-sharing software)
- Knowledge of VOIP systems and ability to configure and troubleshoot softphones and VC software, Ring Central experience preferred
- Desktop Support: Windows 10 and Mac 10.13+
- Networking experience, the ability to troubleshoot issues with computer connectivity, wireless access points, switches, and routers in business and residential environments
- Security experience using MFA and SSO software, such as Okta
Unless expressly indicated, this role is not open in the state of Colorado.
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Requesting An Accommodation
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