The Desktop Support Engineer is responsible for evaluating and implementing physical infrastructure, as well as providing second-level technical support to staff and customers. This includes maintaining software and hardware systems, as well as documentation for both field and corporate users. The incumbent manages the end-user computing hardware lifecycle to align with business needs. They troubleshoot complex infrastructure issues often involving collaboration with server, network, and information security teams and take ownership of incidents through to resolution. The incumbent also responds to and follows up on internal and external customer support issues.
This role supports asset refresh programs, including the management of workstations and field devices, as well as the imaging, loading, and deployment of assets to internal business partners.
Essential Duties and Responsibilities
- Analyze incident and problem tickets to identify trends and proactively resolve recurring issues.
- Perform scheduled production support and administrative tasks, including imaging and patching desktops, laptops, phones, and tablets; system backups; software updates; and data loads.
- Configure and maintain network printers, ensuring security settings are properly implemented and maintained.
- Provide advanced (Tier II) hardware and software break/fix support for escalated tickets from the Service Desk, Information Security, or other support teams.
- Respond promptly to client and management requests, providing regular status updates.
- Assist end users and IT specialists via phone and email, resolving issues at the Tier II level. Contribute to the maintenance of Help Desk SOPs and training manuals for Tier I and Tier II support.
- Diagnose and troubleshoot issues related to Windows and macOS desktop operating systems, applications, network connectivity, and hardware malfunctions. Collaborate with network, Active Directory, server, and software teams as needed.
- Provide in-person support for hardware and software issues, including re-imaging desktops and laptops and deploying new equipment.
- Support device refresh initiatives, including loading and troubleshooting devices prior to deployment.
- Perform other duties as assigned or required.
Knowledge/Skills/Abilities
- Excellent verbal and written communication skills
- Strong analytical and problem-solving abilities
- Ability to organize and prioritize tasks while managing multiple deadlines
- Proficiency in Microsoft Office applications
- Proficiency with Microsoft SCCM and Microsoft Intune
- Proficiency with Active Directory
- Solid understanding of computer networking concepts
Education/Experience
- Bachelor's degree in computer information systems or related field with two (2) or more years of experience with advanced desk top support
- [OR] Associate's degree in computer information systems or related field with four (4) or more years of experience with advanced desk top support
- [OR] High School Diploma with with six (6) or more years of experience with advanced desk top support
Certifications
- Required: CompTIA Security+ Certification
Consumers Energy
1 Energy Plz
Jackson
Michigan United States
www.consumersenergy.com
