Service Desk Engineer-PC Depot

About the role: Service Desk Engineers at Dataprise act as an integral role to our success and are at the true core of our service offerings. As our largest team, our Technical Engineering Center (TEC) is a technical powerhouse, full of a wide range of technical skills and experiences that you will be able to learn from. This part-time, entry-level role will provide you with the opportunity to develop your IT skills that are relevant to the day-to-day operations of a Level 1 MSP technician. Daily tasks will include device imaging, user account creation, administration, and configuration on end-user devices, basic level 1 troubleshooting done remotely, and inventory management. Inventory management will involve the physical receipt, logging, and storing of client machines, as well as the checking out and physical deployment of the machines through postal services across the US.
*** This is an onsite position at our Rockville, MD headquarters***

Why Dataprise? 

• Dataprise is a private equity-backed company whose mission is to grow organically and inorganically through the acquisition of solid-performing businesses that are well aligned to our philosophies and values. 
• Our mission is to delight our clients and create an outstanding people experience both internally and externally. 
• We are an employee-focused organization that prioritizes employee retention, satisfaction, and empowerment. 
• We provide career growth opportunities through internal movement and through continuous learning, upskilling, job shadow programs, career mentors, annual training allotments, and LinkedIn Learning licenses for all employees. 
• Comprehensive Wellness Program including gym membership discounts/subsidies, and Wellness Rewards opportunities.  
• A commitment to Diversity, Equity, and Inclusion (DEI) through a multi-faceted DEI Program. 
• A focus on work/life balance including hybrid and remote work options, 10 paid holidays and generous PTO. 
• Competitive pay and a comprehensive benefits package including top-quality medical, dental, and vision coverage for you and your family + FREE telemedicine benefits, company-paid Employee Assistance Program (EAP), and 401(k) with company match. 
• An opportunity to grow, be challenged, have fun, and learn from some of the most talented technology professionals out there.   

What You’ll Do:

• Collaborate with a great team to identify solutions to customer support requests and escalate to more senior team members or external resources as needed.
• Document, track and monitor support requests and provide timely feedback to end-users during and upon resolution.
• Set up, modify, and repair computer hardware, software and peripherals.
• Provide first level technical support for all IT hardware including desktops, laptops, networking and telephony equipment.
• Utilize deployment software to create master images of PCs and deploying the master image to client PCs.
• Provide facility and A/V support for internal meetings, events, and conferences.
• Help to maintain a knowledgebase by documenting known errors, workarounds, procedures, and application specific information.
• Adhere to corporate policies and defined service level agreements.
• Document and track asset lifecycle in various asset management portals.
• Serve as a backup for the department lead when unavailable or out of the office.
• Learn a ton, be faced with new challenges every day, and gain exposure to all of the most cutting-edge technologies. 

What Skills & Experience You’ll Need:

• A strong desire to learn and focus to ensure we are helping our clients win with IT.
• A true passion and drive for creating an unmatched customer service experience.
• The ability to deliver excellence independently and as a team and excel in a fast-paced environment.
• Proficiency in the latest versions of Microsoft Operating Systems and Microsoft Office 365 and Active Directory.
• Experience with hardware upgrades and repairs, such as memory upgrades, hard drive swaps, and other internal PC components.
• Proven experience as a help desk technician or in another customer service role.
• Solid working knowledge of the Windows Operating System.
• Hands-on experience performing work related to disk encryptions, image creations, image deployments, Office365 and Microsoft Office Applications.
• A minimum of one technical certification such as A+, Network+, MTA, MCSA, Dell TechDirect Foundations.
• An Associate’s Degree from an accredited college/university, related to Computer Science/IT or working towards a degree related to Computer Science/IT.
• Strong communication skills and adept at speaking to clients professionally over the phone and in writing.
• Stellar problem solving and troubleshooting skills.
• The ability to stay organized and manage time well.
• The willingness to respond to occasional communication from the team after-hours or on weekends.

Compensation:

• Dataprise is committed to maintaining a positive work environment by ensuring that compensation across the Company is managed in a competitive, consistent, and fair manner. Each Dataprise employee will be compensated in line with their specific scope of responsibility, skill level, and educational background, in addition to the projected impact on the success of the Company.
• We have a comprehensive Compensation Management System which establishes the guidelines we use in making compensation decisions and is comprised of compensation policies, salary structures, salary grades, incentive target guidelines, job descriptions, and career charts.
• This position’s Salary Range is: $40,000-45,000 (NOTE: this is the range at the national average level; specific salaries offered will be adjusted higher/lower due to the local labor market of the candidate).

Dataprise Diversity Commitment: At Dataprise, we celebrate what makes us unique: our people. We believe in fostering a diverse and inclusive work environment that seeks and embraces thoughts and ideas from all different backgrounds. We welcome everyone and are committed to providing equal employment opportunity regardless of race, gender, gender identity/expression, religion, ethnicity, disability, national origin or sexual orientation. We are #DataprisePROUD!

Dataprise is an Equal Opportunity Employer.