Desktop Engineer, Client Services

Overview

The Desktop Engineer will serve as the Subject Matter Expert for the purpose of engineering and deploying client hardware and system solutions, as well as engineering the software deployment and update process.

The Desktop Engineer troubleshoots client software and hardware issues, implement and manage software system updates, and integrates operating system deployment solutions for Enterprise wide rollouts and upgrades and designs and manages baseline image creation for multiple hardware configurations.

This role is a Hybrid role with 3 days in and 2 days out. During the first two to three months it will be more in office to get trained and learn the role.

Responsibilities

Enterprise Desktop Design and Management

• Create optimized and secure baseline images and tailor to different hardware configurations as needed
• Support application packaging, deployments, documentation, and release control
• Extensively utilize scripting to maximize productivity of platform management, as well as, for creating packages for patching.
• Maintain platform security and compliance to protect data and including desktop security patching and management of segmented desktop environment.
• Utilize standard enterprise tools to develop or implement infrastructure hardware, software or other technical components.
• Provide preventative maintenance, troubleshooting and quickly resolve routine problems to ensure infrastructure stability.
• Manage / test and pilot desktop hardware standard for the enterprise as the business need arises.
• Documents technical standards, policies, and procedures pertaining to areas of responsibility
• Adhere to all GSF and IT policies and procedures
• Collaborate with other global IT organizations to develop, implement, and influence standards

Application Support

• Provide Level 2 Application Support through escalated incident tickets from the Service Desk per defined Service Level Agreements (SLAs).
• Manage and monitor applications to ensure all components are functioning at appropriate levels.
• Provide support, training and assistance for all computer-related software systems to maximize efficiency & productivity of employees and business operations.
• Provide new user setup support.

Service / Desk / Incident Management

• Deliver excellent technical and non-technical support with outstanding customer service and user satisfaction in a timely manner.
• Provide Level 2 Service Desk support via phone, email or other entry channel.
• Create and maintain all technical documentation supporting the Service Desk along with developing training materials for the IT teams.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Participate in IT Team afterhours on-call on a rotational basis.

Additional Responsibilities

• Other responsibilities and accountabilities may be assigned based on business and organization needs.
• Support for enterprise and business-related projects as required.

Varied

TRAVEL EXPECTATIONS

Some travel requirements (20%)

MANAGEMENT RESPONSIBILITY

Individual Contributor role

Qualifications

Education / Certification

Two-year college required or applicable trade school or commensurate work experience.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

• Minimum 5 years IT experience in a geographically dispersed enterprise environment
• 3+ years experience with packaging / deploying operating systems and policies using tools such as SCCM, InTune, MDT, Admin Studio, WSUS, Active Directory and Group Policies.
• Advanced knowledge in the configuration of Microsoft Office suite of applications Active Directory, scripting languages (PowerShell), and software deployment.
• Thorough working knowledge of desktop, laptop hardware and drivers.
• Extensive experience with Microsoft Deployment Workbench and the creation of Reference and Deployment images.
• Extensive experience with deploying OS and upgrading OS using SCCM and troubleshooting failed install / upgrades.
• Extensive Microsoft Windows client operating system expertise, including development of tailored images for Windows 10 / 11.
• Driver identification and injection.
• Direct experience with Dell and Lenovo end-user hardware
• Technical documentation skills.
• Strong analytical and customer service skills as well as excellent written and verbal communication skills.

Additional nice to haves :

• PowerShell Scripting (ability to write new scripts and modify / debug existing scripts).
• Familiarity with BitLocker and escrowing of the BitLocker key to a database.
• CompTIA Certifications or a secondary industry related certification.
• MDM expertise with Apple iPads / TVs (Meraki, Mosyle, Apple Enterprise)
• Has defined, created and tested Group Policy updates for desktop OS.

Technical

Expert

• Packaged Software or COTS
• Microsoft Systems Center
• Remote Assistance Tools
• Microsoft Windows 10 & 11 Operation systems
• Microsoft Office 2010-2016

Proficient

• Basic Office Equipment
• Client / Server Systems
• Data Transport
• General Office Applications
• Infrastructure Technology
• Windows Server Administration
• Technical Writing & Design Documentation
• Microsoft Office 365 Administration
• PowerShell

Basic

• Business Continuity
• Networks, Routers, Switches, Firewalls
• Information Security Principles

Business

Expert

Service Level Management

Proficient

• Business Acumen
• Business Alignment

Basic

• Innovative Solution Development
• Project Management Methodology (PMM)
• Systems Delivery Life Cycle (SDLC)
• Test Plans

CORE COMPETENCIES

The following universal core competencies