Desktop Engineer

Tech Talent Link

Provides “Tier Two” support to end users on a variety of IT-related issues. Identifies, researches, and resolves simple to complex technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem, start-to-finish, to ensure a timely resolution. Duties include installation, configuration and maintenance of workstations, operating system, business applications for the local office, remote offices and remote employees in the United States, Mexico and Canada locations.

***We are unable to work with 3rd-party or corp-to-corp candidates for this position***
Primary Responsibilities

  • Execute, document, and maintain desktop security standards as per IT security policies. Including the ability to configure AD group policies to aid in deployment across the enterprise/
  • Acquisition, configuration and deployment of PC desktops for staff members. Maintain OS and application patches with management software to apply all patches within 30 days for release. Develop and Maintain process for imaging of new equipment for deployment across the enterprise. Including process for upgrading current versions of Microsoft Windows as new versions are released and for reimaging current equipment as needed.
  • Advanced PC and Windows 10 troubleshooting including (NOT an exhaustive list) Active Directory account creation for Internal and External users, email and voicemail setup, password security (lock-outs, password resets), operating system and registry of Windows 10 issues, all standard company software applications (3rd party and internal), multi-browser configuration (security settings, certificates, etc.), file share access (map/re-map network drives), installation and configuration of device drivers (printer, video, audio, etc.) and remote/VPN access. Timely monitoring of account lockout email report.
  • Enterprise anti-virus software installation, configuration, patching and updating as well as diagnosis and triage of any detected /quarantined virus, malware, spyware, etc.
  • Enterprise anti-virus software installation, configuration, patching and updating as well as diagnosis and triage of any detected /quarantined virus, malware, spyware, etc.
  • Monitor software installations on corporate resources to validate the installation of only approved software and remediate. Remove any instances of rogue software.
  • Tier Two” support for all Help Desk requests, including PC, Thin Clients, Virtual Desktops, Printers, facility, LAN and phone issues. If the issue is outside his/her expertise or area of responsibility, or he/she is unable to resolve the issue in a timely manner, immediately escalates the support request to the appropriate IT staff member for resolution. Assist in “Tier One” tickets as needed.
  • Tracks all Help Desk requests through to completion. Maintains current status of, and updates information in regard to support tickets within the Help Desk tracking system.
  • Maintain communication to end-user on all support tickets until the problem is resolved and the support ticket is closed. Ensures that the IT Operations Manager is kept up to date on the status of any outstanding, non-routine/critical support requests.
  • Responsible for keeping accurate record of and maintain control of computer equipment inventory and initiate PO and orders when needed/requested.
  • Maintain and update Visio Floor plans of employees.
  • Responsible archiving and safeguarding termed employees email off the email server.
  • Configure and setup equipment for employees on the Work-from-Home program.
  • Ability to use Teams and WebEx for one-on-one help or instructions.
  • Maintain Help Desktop knowledgebase and how-to documents in Service Desk Plus.
  • Interface with onsite repair vendors.

Position Requirements:

  • Mastery of PC technology, including hardware and software, VMware, operating systems, applications and networking.
  • Strong knowledge of MS Active Directory, Outlook/Exchange, Office 365 applications suite, and Windows 10 OS
  • Experienced and fluent working with Help Desk support and inventory tracking software.
  • Excellent customer service skills.
  • Strong written, verbal (face-to-face and telephone), analytical and interpersonal skills.
  • Ability to prioritize competing tasks in a fast-paced environment.
  • Project management skills.
  • An Associate’s degree or equivalent experience in management information systems, computer science, business, or a related discipline.
  • 5 years’ experience in a comparably sized Help Desk environment.
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