Deskside Engineer 7000

Location: Washington, DC, United States
Date Posted: 10-13-2017
Deskside Engineer:
The Deskside Support Technician role is customer focused and covers a wide range of duties required to meet specified service level targets and customer requirements covering investigation, implementation, support, and maintenance
Duties and Responsibilities (not limited to)
  • Deskside Support Technician will provide Tier 2 support on Win7 and Win 10 workstation and also be responsible for provisioning of the workstations.
  • Technician will need work closely with other teams (Helpdesk and other support teams, including the Server, Network and Application Support Teams) to deliver and support defined systems on Win7 /Win 10 hardware.
  • Technician will be providing support on a variety of technical issues – i.e.: desktop, laptop hardware and software; network troubleshooting
  • Install maintain and upgrade equipment and its associate infrastructure.
  • A working knowledge of integrating Win7 and Win 10 systems into an Active Directory Domain environment.
  • Demonstrated knowledge and ability to remotely manage client systems. Experience with security and anti-virus products for Win7 and Win 10 devices.
  • Understanding Active Directory and network accounts and relationships to effectively support end-users.
  • Provide technical support to other team members
  • Build and maintain effective working relationships with customer and end users
  • Provide clear ownership and resolution of incidents/faults logged against applications/systems supported to agreed SLA’s and KPI’s.
  • Ensure completeness of root cause for major/critical incidents, and where possible resolve or provide workarounds, suggestions and improvements to mitigate future incidents.
  • Manage all requests for IT application/system access, ensuring full compliance to agreed SLA’s, security policies and procedures.
  • Bring to the attention of relevant management teams of any matters relating to the health and safety of both staff and customers.
  • Assist with the development and implementation of business continuity and service recovery plans and activities.
  • Participate in the process of integrating and releasing new application/software functionality and ensuring all service acceptance and operational deliverables have been successfully developed and agreed prior to handover.
Must Have Skills/Qualifications (list in order of priority):
  • Excellent knowledge Installing and troubleshooting of Windows 10, Windows 7 with excellent exposure on component level support of Operating System.
  • Intermediate working knowledge of MS Office Suite.
  • Good understanding of SCCM (Microsoft system center), Patching, and software and Image deployment.
  • Excellent hardware skills, ability to dismantle, and re-assemble laptops and desktops. Knowledge and understanding of remote technologies.
  • Knowledge of Computer Networks and connectivity (LAN/WAN/TCP).
  • A general understanding of the IT architectures (including Web, Databases and Active Directory).
  • Basic understanding of MAC operating system.
  • Ability to propose, discuss and evaluate potential solutions, workarounds and resolutions with customers. Ability to apply logical thinking to resolving complex support requests and system faults.
  • Ability to prioritize activities in line with SLAs and work to agreed deadlines. Ability to build customer confidence of systems through simple explanation and demonstration resolution of incident using remote support.
  • Experience using Service Now or other Incident Management Ticketing System. 5+ years Windows experience desired.
  • Should have excellent Good communication skills, verbal and written.
  • Full Time -- A+ Certification Required. Bachelor Degree Required.
  • Microsoft certification in Windows Server, Win 10, Win 7.
Thanks & Regards
Kapil Bhatia
ReqRoute Inc.

Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs. 

ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law. (
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