Desktop Engineer

Desktop Engineer

Requirements

• 2-3 years of combined specialized IT experience, service desk support and customer support
• Knowledge of windows server, active directory, Microsoft exchange server, as well as TCP/IP, DNS and DHCP is desired
• Knowledge of Microsoft system center configuration manager, VMWare virtual desktop infrastructure, encryption software, as well as other software can be an added advantage
• Excellent IT skills and knowledge of troubleshooting computer related issues with hardware/software, as well as desktop, laptop, and mobile devices
• Strong organizational skills, process-driven, people skills, operational skills balanced with team focus and customer centric vision to support the NASCAR organization
• An ability to think critically about systems and to adjust consistently as needed
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Possess advanced knowledge of hardware/software systems and exceptional analytical thinking abilities
• The ability to use independent judgment in identifying root cause of problems and developing solutions to a variety of problems of moderate to large scope and complexity
• Good verbal and written communication and presentation skills to accurately document and report findings to a variety of audiences
• Knowledge of ServiceNow is highly desired
• Customer-oriented attitude
• Strong people skills
• Excellent written and verbal communication
• Show an aptitude for on-the-job learning
• Ability to handle stress and work under pressure with professionalism
• The ability to interact with a wide range of people from diverse backgrounds and races
• Excellent teaching, problem-solving, communication, and interpersonal skills

Responsibilities

• Provide direct service for IT networks, applications, and systems as well as customer service to users inside and outside the NASCAR organization
• User workstation setup, troubleshoot, and repair
• Serve as the first point of contact for customers seeking technical assistance in-person, over the phone, email, and other communication channels
• General office support printers/copiers, Wi-Fi, Hot spots, and phones (desk phones and cell phones)
• Effectively and efficiently accept/resolve tickets from end-users who have technical issues
• Record technical issues/solutions in ticketing system
• Demonstrate ability to collaborate with customers (both IT and outside IT) to gather business and functional requirements
• Assist with NASCAR Racing simulators hardware/software support
• Resolves routine and moderately complex hardware and software problems, and coordinates work escalations with the appropriate technical resource or group for more complex issues
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose technical issues
• Guide users with simple, step-by-step instructions to resolve their issues
• Participate and support root causes analysis to proactively deal with issues before they can affect end-users
• Make sure machines interconnect seamlessly with various systems
• Conduct remote troubleshooting from basic network issues to database anomalies, problems, inefficiencies, and data loss
• Test alternative pathways until you resolve an issue
• Direct unresolved issues to the next level of support personnel
• Follow up with end users to ensure their systems are functional
• Help create technical documentation and manuals
• Initiate improvements in documentation
• Report customer feedback and potential product requests to appropriate personnel
• Assist in testing and deployment of new applications and systems
• Assist with technology assets lifecycle to include inventory, distribution, and disposal
• Create tickets for lifecycle replacements, ad hoc computer requests and other technology items as needed
• Enter/update asset information in inventory management system including but not limited to serial number, equipment model, quantity, asset status, etc.
• Provision computers and mobile devices for lifecycle replacements
• Perform other job-related duties as assigned

Preferred Qualifications

• Knowledge of ServiceNow is highly desired