Critical Job Functions:

Manage full lifecycle of end user hardware, OS and applications throughout their useful life. Create new solutions enabling users in their use of endpoint devices and applications to advance business objectives. Troubleshoot hardware and software issues and install and maintain hardware and computer peripherals.  

·       Maintain a secure desktop infrastructure through patch management and compliance reporting 

·       Manage and maintain reporting of company owned HW assets and licensed applications  

·       Produce and maintain desktop standards, knowledge base, operating procedures, guidelines, and system documentation. 

·       Develop and implement engineering standards and processes 

·       Troubleshoot hardware and application configurations as it relates to workstation performance and end user experience 

·       Serve as an escalation point of contact with the primary focus on restoring services 

·       Package, test, and deploy system and application updates/patches to the end-user environment 

·       Build automation into daily processes to improve the ease of doing business 

·       Recommend and implement improvements to desktop architecture and design 

·       Manage service escalation to resolution and identify continuous improvement opportunities as appropriate 

·       Other duties as deemed appropriate by the Manager, End User Engineering 

Requirements

Job Requirements:

·       Bachelor's degree in a computer related field with 2+ years of experience in desktop management or 5+ years of experience in desktop engineering technical support 

·       Experience using desktop management tools (SCCM and InTune, etc.) 

·       Experience automating processes through scripting (i.e. PowerShell, batch, etc.) 

·       Experience providing Tier 3 support 

·       Possess a positive and proactive attitude towards customer support and a desire to help people 

·       Problem solver; able to think on your own and develop quick, sound solutions to complex problems while demonstrating a sense of urgency 

·       Exceptional written and oral communication skills 

·       Excellent time management skills 

·       Attention to detail and the ability to multitask in a fast paced environment in order to achieve business goals and objectives. 

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