Position: Windows 11 Migration Project - Desktop Support Engineer
Job Type: Contractor
Start Date: IMMEDIATELY
Duration: 4 to 5 months
The role consists of hardware and software support for Lenovo/ Dell/HP workstations across the enterprise. This includes desktops and laptops. Proficiency in Windows 11 migration from Windows 10. Proficiency in Windows 11/10/Office365 Products/Outlook/ Teams, and imaging.
Responsibilities:
- Installing a new operating system and platform and upgrading applications and systems within the company’s network.
- Must be able to troubleshoot and resolve any imaging issues for standard PC's/laptops.
- Exercises independent judgment and decision-making in planning, organizing and conducting work assignments.
- Handle large volumes of imaging requests. Excellent customer service skills and ability to communicate effectively.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Build rapport and elicit problem details from help desk customers.
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Develop help sheets and knowledge base articles for end users.
- Perform related duties consistent with the scope and intent of the position.
Required Skills:
- Bachelor’s degree in Computer Science or a related field or a minimum of 2 -4 years of experience in the field or in a related area.
- Familiar with a variety of the fields’ concepts, practices, and procedures.
- Relies on experience and judgment to plan and accomplish goals.
- Performs a variety of complicated tasks.
- A good team player and well communicator.
- A wide degree of creativity and latitude is expected.
Knowledge & Experience:
- Knowledge of basic computer hardware.
- Experience with imaging.
- Knowledge of Windows 10 and 11.
- Ability to migrate company’s Lenovo/Dell/HP computer systems to the newest version of Microsoft Windows.
- Extensive application support experience.
- Working knowledge of a range of diagnostic utilities.
- Good understanding of the organization's goals and objectives.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Personal Attributes:
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.