Desktop Support Engineer (Level 1)

About the role

NSC Global, a Cisco Global Gold Certified Partner offering network implementation and support solutions, is hiring a Desktop Support Engineer (Level 1) for a direct hire (W2) position starting immediately in Racine, Wisconsin. The engineer provides on-site and remote technical support, installation, configuration and problem resolution in Apple / Mac / network environments, acting as the main technical contact for executive and financial level customers.

Key responsibilities

• Maintain, analyze, troubleshoot and repair computer systems, hardware and peripherals, and document, maintain, upgrade or replace hardware and software.
• Support and maintain user accounts, including rights, security and system groups.
• Provide on-site and remote support, installation, configuration and troubleshooting for Apple / Mac and network environments.
• Diagnose mechanical, hardware, software and system failures and choose the most cost-effective repair to minimize customer downtime.
• Act as primary technical support for desktop and laptop users covering hardware, Apple / Mac OS and application issues.
• Monitor and update help desk incident tickets to track response times, SLA compliance, daily activity and solutions.
• Communicate with customers from ticket assignment to resolution, scheduling work and keeping them informed of progress.
• Evaluate processes and technology to improve support effectiveness, and coordinate support and repair with third-party vendors.

Required profile

• An associate's degree in a related field or 3-5 years of experience in the field or a related area.
• Ability to understand technical concepts, solve complex problems and manage multiple priorities.
• Excellent customer service, communication and listening skills, and the ability to persuade, influence and negotiate with staff and vendors.
• Able to sit at a desk, type on a keyboard, move between buildings and lift 40 lbs.

Required skills

• Desk-side support for computer and printer hardware, common software and Apple / Mac OS issues.
• Proficiency in networking, VPN and wireless.
• Ticketing system applications and multi-tasking.