What are the responsibilities and job description for the EUC/ Desk Engineer -Onsite position at eTeam?
Must Have Skills
- EUC Support and Network
- Service Desk
- Server
- DC
- Network
- IT Service Technician Support - Responsible for support to users with technical problems and information technology issues involving personal computers and network Services in an advanced network environment.
- Provides support (via telephone, chat, and in-person), diagnostics and troubleshooting of computers, network Services and related peripherals to local and remote access users.
- Provides end-user support and general training in the use of various Software packages and in-house developed Software and 280 Applications. Flex between supporting customer calls/chats and performing on site field Services.
- Provides ticket status updates and metric Reports to management. Develops, documents, implements, and audits standard operating procedures and customer Service guidelines relating to end user IT support.
- Performs the installation, repair and preventative maintenance of personal computer and related systems. Assists in determining suitable Software to meet user Requirements.
- Troubleshoots Software and hardware failures and identifies network problems when they relate to personal (desktop or laptop) computers.
- Flex between supporting customer calls/chats and performing on site(s) field services work for user technical assistance (dependent on demand and customer need)
- Configure, deploy, and support various computers, networking, phones, mobile devices, audio-video, and other equipment, and software related to the end-user computing environment. Support PC refresh activities.
- Perform software installation and troubleshooting.
- Communicate and resolve issues in a professional and timely manner.
- Adhere to established SLAs for calls and tickets
- Assist users remotely using BeyondTrust Application
- Troubleshoot issues related to laptop/desktop, printers, active directory, and other IT Applications
- Experience troubleshooting Office 365 apps, internet browser, network, VPN, operating system.
- Documenting processes and maintaining knowledge base articles
- Use of knowledge base to identify solutions to user issues
- Collaborating with internal departments to ensure that IT needs are met
- Escalate, if required, unresolved problems to a higher level of support
- Diagnose & troubleshoot all IT related issues for desktops, laptops, mobiles through remote access. MAC experience a plus.
- Installation, configuration and troubleshooting Office 365 products, Windows 10, Microsoft Authenticator, VPN, wireless, mobility, Software deployment
- Troubleshoot issues related to hardware, network connectivity, printers, and Software Applications
- Working knowledge on active directory, group policies, share drive, DNS, network permissions
- Engage Service providers to solve other IT infrastructure issues
- Ensure compliance with all Cross policies and procedures in all related areas
- Troubleshooting for known errors and workarounds
- Self-motivated to find solutions to customer issues under guidance from senior members of the team
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