Desktop Support Engineer

 

 

 

At Strongwell, growth, market diversity, and financial stability create an environment of security and opportunity. Strongwell people take pride in being part of an industry leading team. The company recognizes that its peopleprovide the intelligence, vitality, enthusiasm, and productive effort that makes the company what it is today.

This is an exciting opportunity for an experienced desktop support engineer to join our team. If you are passionate about information technology systems, manufacturing, and working in a collaborative, fast-paced environment, we would love to hear from you.  Apply now! Please respond throught he job board posting or at Strongwell's Career page at www.strongwell.com/careers.

 

JOB PURPOSE: The Desktop Support Engineer role is to provide a point of contact for end users to receive
support and maintenance within the organization's desktop computing environment. This includes installing,
diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC,
terminals, printers and scanners) to ensure optimal workstation performance. The person will also troubleshoot
problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion and provide
end-user assistance where required.

ESSENTIAL DUTIES & RESPONSIBILITIES:

  Provide first and second-level support for desktops, laptops, mobile devices, and related

hardware/software.
  Ensure the security and integrity of all systems and networks through timely patches, updates, and
industry best practices.
  Image, configure, and deploy new desktop and laptop systems in alignment with company
standards.
  Manage the IT asset lifecycle, including inventory, deployment, tracking, maintenance, and
decommissioning.
  Install, configure, and maintain printers and peripheral devices to support daily operations.
  Monitor and maintain assigned internal systems (e.g., video surveillance, conference room
technology, endpoint management tools), ensuring availability, functionality, and secure data
retention.
  Respond to and resolve Help Desk tickets related to hardware, software, and networking in a timely
manner, escalating to senior personnel or specialized teams as appropriate.
  Conduct remote troubleshooting sessions and guide users with clear, step-by-step instructions.
  Perform and document network/phone cabling, repairs, and terminations as needed.
  Create, maintain, and improve technical documentation, knowledge base articles, and user manuals.
  Collaborate with Information Technology leadership to recommend and plan system upgrades, enhancements, and new
technology deployments.
  Monitor system performance and proactively address issues to minimize downtime and disruptions.
  Ensure compliance with company Information Technology policies, data protection standards, and relevant industry regulations.
  Interface with vendors and service providers to support IT projects, resolve issues, and accomplish
corporate objectives.
  Deliver excellent customer service by maintaining professionalism, clear communication, and a userfocused
approach.
  Continuously expand technical expertise through training, certifications, and practical application of
new skills.

QUALIFICATIONS: Experience, Competencies and Education
  At least two years' proven experience as a Desktop Support Engineer or in a similar IT support role.
  Strong hands-on experience with Windows operating systems and Microsoft Office applications.
  Familiarity with Microsoft Server applications (e.g., SQL Server, SharePoint, Exchange) is a plus.
  Working knowledge of office automation tools and computer peripherals, including printers,
scanners, and mobile devices.
  Solid understanding of network security practices, endpoint protection, and antivirus solutions.
  Ability to perform remote troubleshooting and deliver clear, step-by-step instructions to end users.
  Experience collaborating with vendors and third-party service providers to resolve issues and
support projects.
  Strong attention to detail with excellent problem-solving and multitasking skills.
  Exceptional communication and customer service skills, with a proven ability to maintain
professionalism in a fast-paced, constantly changing environment.
  Ability to work independently as well as collaboratively within a team-based environment.
  Bachelor’s degree in Management Information Systems, Computer Science, or a related field — or
equivalent professional experience.

PHYSICAL REQUIREMENTS OF JOB: This position requires that the employee be able to perform the
following physical requirements, with or without reasonable accommodation:
  Sedentary work.
  Minimal lifting.
  Manual dexterity to operate, troubleshoot and install technology equipment and systems.

WORK ENVIRONMENT: This position requires that the employee be able to work effectively in a work
environment involving:
  Manufacturing.
  Exposure to glass/resins.
  Machinery.
  Office.