The Desktop Engineer I will provide on-site and/or remote technical support for clients, acting as a Tier 2 escalation point for all complex desktop hardware and software issues.
 

The ideal candidate will work alongside other Desktop Engineering teammates as well as with the Service Desk (Tier 1) and the Operations (Tier 3) teams.

This position reports directly to the Desktop Engineering Manager.
 

Responsibilities

• Provide Tier 2 level desktop support

• Manage, support and maintain Windows, Mac, Linux workstations and laptops

• Develop, test and deploy images and application packages

• Manage system management and software deployment systems including the design, build and maintenance of applicable reports and software deployment packages

• Maintain security patching for supported desktop applications and operating systems

• Manage GPO's for endpoints and user accounts in Active Directory

• Utilize ITIL-based IT ticket system

• Perform testing and qualify new standard hardware

• Create and maintain asset management for hardware and software

• Coordinate and perform hardware life-cycle management functions (procurement, deployment, transfer, retirement)

• Provide technical recommendations and guidance to clients

• Maintain deployment checklists for supported end-user computing devices, to ensure that all required steps in the deployment process are being completed and that all systems meet baseline security requirements

• Manage projects and 3rd party vendors

• Document all processes and create user training manuals / knowledge base
   

Qualifications

• Minimum 5+ years of customer support, technical support, system administration, or related customer-facing role

• Bachelorâ™s degree in related area and/or relevant professional experience

• Cross-platform OS knowledge (mac OSX, Windows, iOs and Linux)

• Solid background in Mac and PC software and hardware troubleshooting

• Working knowledge of MS Office, Google Apps, Adobe CC, Slack

• Knowledge of Confluence, Slack, FreshDesk

• Experience with endpoint management software platforms, desktop provisioning technologies

• Strong understanding of network concepts and technologies

• Proven analytical and problem-solving abilities

• Excellent written and verbal communication skills

• Experience utilizing remote access tools to troubleshoot

• Excellent relationship management, customer service, and communication skills in a variety of forms

• Ability to work independently with little direct supervision and as a part of a team

• Ability to learn new technologies quickly
   

Preferred Qualifications

• Knowledge of Linux (Ubuntu / CentOS distributions / RHEL)

• JAMF Administration (Jamf Pro / Jamf Connect)

• bash shell scripting

• Knowledge of ITIL

• Strong desire to solve with automation and/ self-service

• Ability to conduct research into a wide range of computing issues as required

• Knowledge of audiovisual systems and basic AV troubleshooting