Position Summary:

　　The

　　Computer Hardware Engineer

　　Lead acts as a senior technical and operational resource for a team of computer hardware engineers. Collaborates with IT leadership and site leadership to set daily priorities and monitor the team’s performance. In addition, the lead works alongside the technicians to provide front-line hands on or remote technical support to end-users on various technical issues and problems relating to desktop hardware, operating systems, software, network, cabling, mobile devices, and peripherals. Also, provides excellence in customer service going above expectations.

　　Essential Functions and Responsibilities as Assigned:

　　Manages the installation and maintenance of hardware and software including workstations, mobile devices, multimedia displays, and video conference system support.

　　Motivates and encourages workers by using strong interpersonal skills to build customer and team relationships.

　　Acts as the escalation point for site leadership related to computer hardware engineering tasks and efforts.

　　Manage the organization and inventory of desktop hardware and software resources.

　　Manages service tickets with appropriate level of documentation, follow up actions, and tracking while staying withing established Service Level Agreements (SLAs) and providing excellence in customer service.

　　Addresses IT issues or concerns proactively while completing support visits and follow up by opening services incidents to document the work performed.

　　Collaborates with IT and site leadership to set daily priorities and monitors the team’s performance.

　　Qualifications:

　　Required:

　　High school diploma or GED.

　　Four years of experience working in a Desktop Support/Client Services role.

　　OR

　　Associates degree from an accredited college or university, preferably in computer science, information systems, business administration or another related field.

　　Two years of experience working in a Desktop Support/Client Services role.

　　Preferred:

　　Industry-specific certification such as A+, MCP, MCSE, other Microsoft role-based certifications