IT Associate Desktop Engineer
Job no: 494956
Full time/Part time: Full-time
Location: South Orange
The Associate Desktop Engineer provides expert computer support to the University user community remotely. The types of support provided includes virus/spyware related issues, software troubleshooting, installing, and supporting of University standard software on desktop and laptop computers; as well as providing support for network connectivity and printing on campus. Provides Tier 2 and 3 level technical support for campus software and hardware (desktop, laptop, mobile devices and associated peripheral devices) in a network environment with approximately 10,000 network devices. Deliver high quality technical assistance to faculty, staff, administrators and students using PCs for teaching, research, and administration on the South Orange, IHS (Nutley) and Law School campuses of Seton Hall University. Must have outstanding technical skills including troubleshooting of the various Microsoft operating systems, MAC operating systems, the Microsoft Office Suite, Multi-Factor Authentication, Printing, and other University supported software. The Engineer should be able to troubleshoot mobile devices (iPads, Microsoft Surface tablets, iOS, Android & Windows). Must be able to recognize systemic hardware, software, and networking problems and work as part of a support team to resolve those problems. Associate Desktop Engineer should be able to resolve complex technical issues, identifying solution to reoccurring issues and handle VIP and/or frustrated customers. Must work well with end users as well as other support teams in the Division of Technology (i.e. Desktop Engineers, PC Support Specialists, Asset Management, Public Labs, Systems Support, Application Support, Telecommunications, etc.). Must be able to work without supervision as part of a support team working toward a common goal.
Duties and Responsibilities:
- Software support – Associate Desktop Engineer provides timely resolution of all software issues assigned to them remotely. Performs installation of applications or upgrades to applications using the remote support tool. The Associate Desktop Engineer handles virus/spyware issues remotely. The engineer should be able to troubleshoot mobile devices (iPads, Microsoft surface tablets, iOS, Android & Windows).
- Associate Desktop Engineer must be able to analyze, diagnose, and resolve a wide variety of software and network connectivity problems. This means that the engineer must be able to understand and determine what is wrong with the software application, develop an action plan to correct the problem, and guide the user through correcting the problem, and, if necessary, route the service request to other appropriate support team(s). The Engineer must have strong analytical skills, good listening and communication skills and the ability to stay calm and patient when interacting with an end user. In addition, the Associate Desktop Engineer will provide second level of application specific support to the applications determined each academic year in consultation with the academic deans, department chairs and faculty)
- Hardware support – Associate Desktop Engineer must be able to analyze and correct problems regarding peripherals components with various desktop and laptop units (PC and Mac). The engineer is responsible for entering all information regarding a user’s issue for hardware assistance in the IT Service Management tracking ticket system (Jira). They must be a highly trained individual with the ability to diagnose the problem, develop a solution, and guide the user through the implementation of that solution. If a problem or question can/cannot be resolved remotely, the Engineer must be able to correctly log the service request in the User Support Tracking System (Jira). The kinds of problems the Engineer must be able to handle include (but are not limited to): software errors, memory errors with both laptop and desktop computers, connectivity errors with data jacks, printers, scanners, monitor problems, etc.
- Provide Quality Support Services/VIP Support – In addition to providing remote support for university standard hardware and software, Associate Desktop Engineer serves as the primary for second level support for users seeking technology services. The Associate Desktop Engineer processes all escalated technology questions. The Engineer must triage any computer or network problems with the campus network or PC software and work as part of a support team to diagnose and correct such problems. The Associate Desktop Engineer must maintain detailed documentation as part of the troubleshooting process, and update that documentation as necessary. The Associate Desktop Engineer must be able to review and handle the day-to-day escalations. They will provide technical support for any VIP or escalated tickets by the senior management team.
- Quality Assurance and Reporting - Associate Desktop Engineer must be a team player and collaborate with the Desktop Engineering Team. S/he will perform Quality Assurance of tickets by reviewing Incident and Request tickets for timeliness, accuracy, and completeness of documentation of the issue and solution. Additionally, they will assess contracted services by our external Service Desk. The engineer will monitor and evaluate external Service Desk partner’s phone calls to identify training and quality issues. Associate Desktop Engineer will assist in creating and running reports as needed for the members of Department of Technology.
- Knowledge Management – Associate Desktop Engineer is responsible for creating, administering, and maintaining knowledge articles and its content for the Department of Information Technology in the University's knowledge management platform. The engineer must possess excellent written and documentations skills as they will reviewing knowledge articles that are submitted. They will be responsible for modifying any outdated article and removing any articles that no longer pertinent.
- Training/Policies & Processes – The Associate Desktop Engineer should be able to write and modify policies & procedures that pertain to Technology. The Engineer should be able to provide training on new and existing products and services offered by the University. They must possess excellent written skills to create technical documents for the training as well as the knowledgebase.
Ticket Management – Associate Desktop Engineer is responsible for overseeing all tickets escalated from our external Service Desk partners. Tickets will then be triaged to the appropriate functional area. The Engineer will triage of all incoming tickets generated by the customers by sending an email to ServiceDesk mailbox. The Associate Desktop Engineer will take ownership of escalated tickets (for example: Account provisioning). The Engineer must handle all follow up technical issues from customers on existing tickets by using all channels of communication. They will oversee responding to chat messages received by customers and/or our external Service Desk team using Microsoft Teams.
- Ability to perform all the essential functions, skills, and abilities of the position. Additional duties as assigned by immediate supervisor.
- Associate Degree or Vocational or Technical School with 1-3 years of related experience.
Excellent knowledge of Microsoft and Apple operating systems and related applications, ability to resolve complex technical issues.
- General office environment. May require to lift computer & peripherals.
Special Instructions to Applicants:
Seton Hall University is committed to programs of Equal Employment Opportunity (EEO) and the principles of affirmative action.
Advertised: Eastern Standard Time
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