Desktop Support Engineer - ELS

In this customer service-focused role, the Desktop support engineer puts the customers, Blackhawk Network employees, first and provides an excellent customer experience to each. In this role, you will ensure proper computer operation and system access, so employees can accomplish business tasks.

• Serve as the first point of contact / Tier 1 support for customers seeking technical assistance from the BHN Hawk Service Desk phone lines or ticket queues, in a courteous and professional manner.
• Conduct various global audits and remediation as needed.
• Familiar with various desktop computing environment consisting of Windows 10/11 and macOS.
• Deliver fixes to the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications sometimes using remote access technology.
• Access software updates, drivers, knowledge bases, diagnostics utilities, and frequently asked question resources on the Internet and internal knowledge base to aid in problem resolution.
• Build rapport and elicit problem details from employees.
• Record, track, and document incident requests to final resolution.
• Capture details of resolved ticket in knowledgebase articles for future reference.
• Perform post-resolution follow-ups to all help requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Active Directory administration.
• Provide VPN connectivity support for remote personnel.
• Remotely support all network printers and desktop peripherals.
• Develop an understanding of how the IT Services that currently exist can be uniquely applied to the customer base.
• Develop an understanding of the unique technology requirements that exist within the business unit(s).
• Suggest and advocate technology solutions and enhancements that meet the need of the business unit(s).

We seek candidates who not only demonstrate curiosity and adaptability in emerging technologies but have also successfully implemented and utilized AI tools to enhance their work, improve processes, or deliver measurable results.  Our teams embrace continuous learning and the thoughtful integration of AI to create meaningful impact – for our employees and the future of work.

• 85% English Level.
• 2-year relevant work experience in the area.
• College degree preferred; or 2-year equivalent studies.
• Excellent customer service skills.
• Experience working in a team-oriented, collaborative environment.
• Knowledge of computer hardware, including laptops, desktops, and peripherals (PC & Mac).
• Application support experience with Office 365 Business Applications and Services, MS Office, Outlook, One Drive, SharePoint, Teams, etc.
• Experience supporting Global Protect, Symantec Endpoint Protection, and various Adobe products.
• Experience using ServiceNow for Incident tracking and Asset management.
• Working knowledge of a range of computer diagnostic tools utilities and support tools including Windows Performance Monitor, Windows Resource Monitor, and Beyond Trust Bomgar.
• Excellent written and oral communication skills.
• Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb information quickly and retain this knowledge for future reference.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Perceptive attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.