Lead, Desktop Support Engineer

Position Purpose: The Desktop Support team ensures operational success for internal IT hardware, software, and assets. The Desktop Support Engineer Lead provides support to the company's end users and their use of technology. This role provides support to Benchmark Education's business operations at offices in New York City, New Rochelle, and for remote employees. A strong skill set in supporting desktop, networking, and applications is required.

Duties & Responsibilities:

• Handle inbound service requests or incidents reported via phone, chat, e-mail, or ticket system.
• Properly record, classify, and provide initial support for all requests or incidents reported, per standard operating procedures.
• Performs research and follows troubleshooting steps to provide first contact resolution.
• Provides a positive user experience during the duration any engagements or interactions.
• Provides answers to end users by identifying problems; researching answers; guiding users through corrective steps.
• Ensures resolution confirmation and closure of incidents and service requests.
• Follows up with the end user to provide updates on open issues.
• Track and thoroughly detail technology issues in ticketing system.
• Deploy and set up end users with new equipment or replacement.
• Onboard new company employees with required assets and access.
• Work one on one with end users both in-person and remotely.
• Provision and deprovision accounts
• Escalate problems (when required) to the appropriate resolving team.
• Tracks and communicates customer issues through completion.
• Review vendor or third-party software updates, drivers, knowledge bases, and FAQ resources to stay up to date on known issues that may compromise systems' security or stability.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Develop documentation to support customers and end users.
• Occasional off-shift and weekend work, as required.
• After hours on-call scheduled rotation, as required.

Job Requirements/Desired Skills and Experience:

• 1-3 years in IT customer support, technical support, help desk or service desk experience.
• 1-3 years providing IT infrastructure, application, PC and Mac desktop support.
• A Bachelor's degree in Computer Science, Information Technology, or a closely related degree required.
• Relevant industry or vendor certifications (i.e., CompTIA, Microsoft, Apple, Google, HDI, ITIL, etc.) desired.
• Experience with imaging software.
• Knowledge of network security practices and anti-virus programs.
• Experience with scripting (PowerShell, Python, etc.).
• Hands-on experience with Windows/Linux/Mac OS environments.
• Must have exceptional customer relations skills and a commitment to excellent customer service.
• Ability to work with non-technical customers to gather business requirements and translate into technical specifications.
• Excellent oral and written communication skills.
• Good analytical and troubleshooting skills with a demonstrated proficiency at problem solving/root cause analysis to identify issues and resolve.

Key Competencies:

1. Empathetic: Want to genuinely help other people. Have the willingness to understand another person's experience and see it through their eyes.
2. Emotional Intelligence: Capability of recognizing, controlling, and expressing one's emotions and how to handle interpersonal engagements judiciously and empathetically.
3. Problem Solver / Solution Provider: Strong analytical skills to assess a problem, determine the cause, and identify a clear path to a solution.
4. Internet Savvy: Knowing how the Internet, Cloud, and IoT functions and the technology involved to make it work and keep it secure.
5. Technologist: Has a love of all thing tech and typically the "go to" IT person for friends and family. Knows your way around desktop hardware, software applications, operating systems, and network connectivity.
6. Knowledge-driven Mindset: Enjoys learning, growing, and continuously improving not only themselves, but looks to help improve their team, the customer experience, and ultimately the company through the supportive notion of people, processes, and technology.
7. Strong Communicator: Both verbally and in writing, the ability to document, translate, and clearly articulate ideas and information in an authentic way. Active listening skills are also essential to effective communication.
8. Master of Simplicity: The organizational skillset to quickly assess a problem, sort it all out, and then present to the customer the simplest answer possible to resolve their problem.
9. Growth Mindset: The inner drive for learning and growing. As products, technology, and policies will change over time, the individual must be capable of growth and change as well.

Management Guidelines:

The Desktop Support Engineer (DSE) represents an entry level into Tier 2 for the IT Support Services department. The DSE has advanced beyond the functional role of Service Desk (Tier 1) and has shown the skill set and capabilities to advance further into hardware, network, and application support. The skill set/capabilities include configuring, deploying, maintaining, troubleshooting, and supporting computer desktops, laptops, printers, mobile devices, phones, peripherals, network, and other computer or telecom equipment. The DSE also ensures computers interconnect seamlessly with diverse systems within the company's ecosystem/infrastructure.

Career Pathway Guidelines:

At this point, the DSE has several options depending on their interests and skill set. They may continue within Desktop Support and become a Senior Desktop Support Engineer before moving further into Tier 3 for Systems Support. Beyond the team organization, the options are to either continue into Infrastructure or Security teams, or if their interests/skills are with applications/software, to move into Application Support.

Performance Guidelines:

Management will set a target for a daily resolution rate of tickets and expect an overall customer satisfaction (CSAT) rating of 95%.

Other KPIs to be documented and measured include (but not limited to)

• Incident First Contact Resolution Rate
• % Resolved Level 1 Capable
• Tickets per Engineer per Month
• Incidents per Engineer per Month
• Service Requests per Engineer per Month
• Mean Time to Resolve (MTTR) - Incidents
• Mean Time to Fulfill (MTTF) - Service Requests

About Us

Benchmark Education Company is a leading publisher of core, supplemental, and intervention literacy and language resources in English and Spanish, both print and digital, as well as world-class professional development. Since its founding in 1998, our company has proven to be one of the most nimble and innovative content creators on the cutting edge of pedagogy and technology. The digital content in our many online and hybrid learning programs delivers all the rigor of its print counterpart and is designed for remote and blended learning contexts.

We are experiencing high growth and we welcome you to apply and join our team!

Benchmark Education Publishing (BEC) and its affiliates are proud to be an Equal Opportunity Employer.

For further information, visit us at: https://www.benchmarkeducation.com

BENCHMARK EDUCATION BENEFITS OVERVIEW

Benefits

- Health Insurance - Dental & Vision Insurance - Disability Insurance

- Life Insurance - Wellness Programs - 401K Discretionary Match

- Paid Vacation - Paid Holidays - Paid Sick Days

- FSA - Discretionary Annual Bonus - Employee Referral Bonus

- Family Medical Leave

Company Culture, Perks & Discounts

- Flex work schedule - Casual Dress - Commuter Benefits - Paid Parking

- Company Outings - Free Snacks - Catered Events - Game Room

- Pet Friendly - Holiday Events - Happy Hours - Paid Technology

- Sports Leagues - Art Exhibitions - Remote Work Program*

Diversity

- Documented equal pay policy - Hiring practices promoting diversity

- Diverse management team

Professional Development

- Continuing Education stipend - Cross functional training

- Job Training & Conferences - Tuition Reimbursement

- Paid Industry Certifications - Paid Internships

COVID-19 Policy - USA

All employees are required to have or obtain a COVID-19 vaccination as a condition of employment at Benchmark Education unless an exemption has been approved. All employees shall be required to report their vaccine status. All new employees shall be required to provide proof of their vaccination status prior to the start of their employment.

NO AGENCIES PLEASE