Desktop Engineer

ESSENTIAL FUNCTIONS:

• Receive referrals from tier 1/help desk support and troubleshoot, diagnose and resolve more complex operating errors. 
• Install and configure software or hardware updates or patches. 
• Ensure systems and workstations are compliant with organizational policies and security standards.
• Configure, onboard and maintain small office network equipment.
• Participate in rolling out applications individually and through SCCM centralized Desktop deployment.
• Evaluate the needs of properties managed by the company and request purchase of equipment through inventory control.
• Evaluate and resolve network connectivity or communications systems issues.
• Provide support resources for AV equipment and services including web conferencing, conference center events, and meeting room support.
• Troubleshoot errors or malfunctions and perform unscheduled or routine maintenance.
• Analyze user needs; builds, modifies, installs, and tests products.
• Maintain awareness of trends analysis to identify and escalate major incidents and problems and escalate quickly.
• Assist with Asset management/inventory management as described in Policy & Procedure documentation.
• Give input into process improvement including ServiceNow enhancements for better client servicing.
• Develop and maintain documentation related to systems or workstations and may provide user training.
• Assist with onboarding and offboarding properties throughout the US.

NON-ESSENTIAL FUNCTIONS:

• Software implementation using group policy.
• Perform work under minimal supervision. Handle complex issues and problems and refer only the most complex issues to higher-level staff.
• Assist with Windows Server installation & configuration.
• Assist with Router configuration, PRIs, and analog lines.
• Assist in administrative tasks with company sponsored collaboration tools such as SharePoint, ShareFile, Teams, and WebEx.
• Ability to lift/carry/push/pull up to 50 lbs. of equipment.
• Ability to walk or stand for extended periods of time.
• Ability to crawl under desks to remove and install PC hardware and perform cable management duties.
• Ability to work nights and weekends and participate in on call rotation.
• Must be detail oriented.
• Some travel is required to remote sites.

EDUCATION/EXPERIENCE REQUIREMENTS: (including certification, licenses, etc.)

• Bachelor’s Degree, in any discipline, or comparable years of experience
• Minimum six years’ experience in a client-focused, customer-oriented service and support/technical role
• IT Certifications a plus (Microsoft, Apple, ITIL, PMI)

KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent written and verbal communication skills and the ability to easily connect with all types of people, with a keen eye for detail and multi-tasking
• Ability to address and communicate in a customer friendly manner in all interactions with team members and users/clients
• Ability to read and write correspondence and reports, as well as the ability to effectively and respectfully present information to customers, clients, employees, and vendors
• Excellent verbal, non-verbal and written communication with end users
• Ability to translate technical information into a manner that end users can understand
• Ability to understand computing numbers (megabytes, gigabytes, binary numbers)
• Ability to define problems, collect data, establish facts, and draw conclusions, using deductive reasoning to identify problems and offer solutions
• Ability to manage many short-term tasks and long-term projects concurrently, escalating to senior member of the team as necessary
• Expert-level knowledge of Microsoft Desktop Operating systems, as well as supporting Microsoft Office software
• Proficient-level knowledge of network fundamentals (IP, gateway, DNS, routing), Exchange ActiveSync, Cisco routers, firewalls, IOS, various email systems & protocols (Exchange, IMAP)
• Proficient-level knowledge with virtualization technology is helpful (VMWare, Citrix, HyperV)
• Working knowledge of Active Directory
• Ability to multi-task in a challenging and fast-paced environment with a sense of urgency
• Passionate about providing outstanding customer service and candidate experience
• Must be able to work well independently and in a team environment

PERFORMANCE METRICS:

• Role model example for excellence in customer service.
• Accuracy, reliability, and timeliness of work product.  Excellent customer satisfaction based on feedback as well as team and manager observations.
• Adherence and valuable input into department policies and procedures for efficient and effective service.