Desktop Support Engineer

As a Desktop Support Engineer, your responsibilities will include providing basic technical support to our users regarding their notebooks and other hardware through various channels such as chat, email, or in-person interactions. You will also be responsible for preparing and sending hardware for new employees and assessing the return of equipment from leavers. Additionally, managing local office hardware, including printers and AV equipment, as well as ensuring that there is adequate IT hardware stock on hand will be part of your duties.

To qualify for the Desktop Support Engineer position, you should have 1-2 years of experience providing basic end-user IT support. Familiarity with end-user applications such as Windows 10/11, MS Outlook, MS Teams, and MS Office is highly beneficial. It's also crucial to be a cooperative team player who is flexible, detail-oriented, and self-driven. A background in IT support, along with excellent interpersonal skills, will set you up for success in this role.

Key skills that will make you successful as a Desktop Support Engineer include effective communication, problem-solving abilities, and a strong attention to detail. Being comfortable with technology and having hands-on experience with various software and hardware environments are also essential. Additionally, the ability to work well within different business areas and demonstrate an agile, constructive mindset will enhance your contributions to the team.

The Desktop Support Engineer position is a part-time role, requiring approximately 30 hours of work each week. The work schedule typically involves three days per week, providing a great opportunity for flexibility while still being an essential part of our IT support team.

Yes, candidates must already reside in the Milwaukee area to apply for the Desktop Support Engineer position, as it is an onsite role and requires local knowledge and presence.

When answering this question, it's important to detail any previous roles where you provided technical support. Discuss specific scenarios where you resolved user issues, how you approached communication, and emphasize any relevant software or hardware you worked with, especially Windows environments and office tools.

In your response, outline a methodical approach for prioritizing support requests based on urgency and impact. For instance, mention triaging requests by identifying critical issues that affect multiple users or business operations and addressing them first, while still ensuring that individual user needs are met effectively.

Describe the steps involved in preparing a new user’s hardware, including checking inventory, configuring equipment, and ensuring all necessary software is installed. Mention the importance of conducting a final check before handing off the hardware to the new employee to ensure a seamless start.

Share specific strategies such as attending workshops, following technology blogs, or participating in online courses. Mention how staying updated helps you provide better support and adapt to technology changes that may affect end users.

Explain your troubleshooting process step by step: start by gathering information from the user, asking targeted questions, checking logs or systems for issues, and systematically ruling out possible causes. Highlight the importance of communication throughout the process.

In your response, talk about any previous roles where you were responsible for managing hardware inventory. Detail how you tracked stock levels, ordered new equipment as necessary, and ensured all hardware was accounted for, showcasing your organizational skills.

Select a specific example that demonstrates your conflict resolution skills. Detail the issue, the steps you took to resolve it, and the positive outcome. Emphasize your ability to maintain professionalism and empathy while dealing with user frustrations.

Discuss your commitment to thorough documentation practices. Mention tools you have used for logging requests and your approach to ensuring that all steps of the troubleshooting process are recorded, which benefits future reference and knowledge sharing.

Explain the crucial role technical support plays in keeping employees productive and satisfied. Talk about how timely support can lead to positive experiences and how providing a welcoming approach can foster a supportive workplace culture.

Show your enthusiasm for working with the company. Highlight aspects of the role that excite you, like the chance to support users directly and work with a team, and how your skills and values align with the company's mission and culture.