Desktop Support Engineer (Level 2)

About the role

NSC Global, a Cisco Global Gold Certified Partner providing network implementation and support solutions, is hiring a Desktop Support Engineer (Level 2) for immediate start. The position is a direct hire (W2) with NSC Global, based in Axis, Alabama, and involves handling incoming help requests from end users and performing hands-on desktop-level fixes.

Key responsibilities

• Field incoming help requests by telephone and work order, documenting user details and the nature of the problem
• Prioritize and schedule problems, escalate when needed, and record the full resolution process
• Use diagnostic utilities, software updates, drivers, knowledge bases and FAQs to resolve issues
• Install and upgrade software, implement file backups and configure systems and applications
• Test fixes, follow up after resolution, and write help sheets and knowledge base articles
• Maintain, repair and replace hardware and software, and support user accounts, rights, security and system groups

Required profile

• An associate's degree in a related field or 5+ years of experience in the field or a related area
• Knowledge of basic computer hardware and extensive application support experience
• Exceptional written and oral communication, interpersonal and documentation skills
• Self-motivated, analytical, able to prioritize in a high-pressure environment and work in a team
• Able to sit at a desk, type on a keyboard, move between buildings and lift 40 lbs

Required skills

• Desktop operating systems: Microsoft and Mac OS X
• Diagnostic utilities
• Application support