Desktop Support Engineer
Company: Black Box
Location: Dallas
Posted on: April 26, 2024
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Job Description:
Job Responsibilities:
Configure, test, and deploy laptop and workstation hardware and
software to users both locally and remotely
Oversee Laptop/Desktop imaging including installations of all
appropriate applications and security layers
Diagnose and resolves problems related to the operation of PCs on
the network
Troubleshoot and repair break/fix issues
Configure, troubleshoot and support Video Conferencing systems used
for corporate broadcasts
SMART HANDS to take direction and perform Data Center related
activities e.g. physical connectivity and cabling, coordinate with
the Infrastructure teams regarding compute, storage, backup and
networking activities on an as needed basis. Travel to the data
center in Pittsburgh when needed is a requirement
Provide solutions to user issues by identifying problems,
researching answers, and helping to implement
Train users in basic problem resolution and understanding of how to
make efficient use of their PCs
Respond to user requests and service issues in a timely and
professional manner
Provide support via phone and using remote support software
Create, monitor, update, and close tickets using Service Now
ticketing system
Adhere to Black Box corporate, technology and security policies at
all times while performing daily functions
Remain current on technical and operational details concerning PC
products and support
Personal Qualifications
Degree and/or technical education in Information Technology or
related field along with 2-4 Years of relevant hands on experience
in a end user and customer focused networked PC environment
Industry-specific certifications such as A+, Microsoft and ITIL are
a plus but not required
Comfortable working independently in a fast paced office setting
while supporting a wide variety of job roles
Proficient in time-management and the ability to multitask and
prioritize daily support requests and projects
Ability to diagnose, isolate and troubleshoot computer physical
hardware and software components both remotely and locally
Exhibit professional attitude and appearance with excellent verbal,
interpersonal and communication skills
Self-motivated, enthusiastic, solid problem solving skills, detail
oriented, willing to learn and a desire to succeed
Technical Qualifications
Extensive experience with Win7/10/11 OS - Control panel, System
settings, networking, device manager
Microsoft Outlook, Word, Excel
Cisco AnyConnect or experience with VPN client technologies
Cisco Web-Ex
Experience with endpoint security tools, ex: Crowdstrike Falcon,
Cisco Umbrella, Cisco Anti-Malware protection
Microsoft email and Outlook - OST/PST, Email Profiles, Shared
Folders, Archives, Add-on's and Webmail
Networking - Exposure and knowledge of networking protocols and
components - TcpIP, DHCP, DNS, Switches, Routers, Firewalls, VPN,
Tokens, WiFi, Hotspots & Nic's.
Active Directory Password resets and User properties.
Working knowledge of WebEx audio/video conferencing systems
Understanding and prior experience working on the physical setup of
a Data center
Laptop backup - Black Box uses NovaStor
Tools Knowledge -
Remote access support tools - Must have
Bomgar - Good to Have
Ticketing System - Must Have
Service Now - Good to have
Software Push - Must have
Manage Engine - Good to have.
Asset Management - Good to have
Data recovery tools - Good to have
Disk Encryption - Good to have
Laptop/Workstation imaging technologies - Good to have
Microsoft Windows Deployment Server (WDS) - /Nice to have
Virtual Private Network - Must have
Cisco AnyConnect - Good to have
Endpoint Security management - Must have
Cisco AMP-Umbrella and CrowdStrike Falcon - Good to have
#LI-CP1
Keywords: Black Box, Dallas , Desktop Support Engineer, Engineering , Dallas, Texas
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