Job Overview:

The Desktop Support team monitors and maintains the hardware and software configurations on the individual or group end user level. The team installs and configures individual computer desktops, printers, phones, or other needed computer peripherals. The team monitors and delegates each user onto the appropriate networks and servers and resolves any connectivity issues.

Under general supervision, the Desktop Support Systems Engineerresolves basic and routine computer installation requests. This includes but is not limited to PC, monitor, or phone replacement, printer or scanner fixes, software installations, etc. The Systems Engineercoordinates the implementation of companywide hardware or software deployments.

The Systems Engineerrecords and accurately documents inventory levels of hardware with every installation request. Total asset management is required as additional hardware or license agreement purchasing may be needed.

Essential Responsibilities:

• Go over tickets to see what can be automated
• Develops processes and procedures for desktop support, and for the business when needed
• Researches, documents, and establishes requirements for software/hardware functionality
• Receives requests through internal JIRA system
• Installs and fixes advanced computer hardware devices in the corporate, and warehouse locations
• Implements specific desktop and thin client computers with appropriate PC imaging
• Coordinates the implementation of companywide hardware or software deployments
• Repairs issues with PCs, phones, printers, scanners, etc.
• Deal with outages
• Resolves high level issues escalated from a Jr. Technician
• Monitor server capacity requirements and preemptively implement solutions to curtail system issues or crashes
• Perform an RCA and appropriately document all server system issues
• Diagnose and repair software failures, stemming from server issues
• Maintain and monitor server environments and infrastructure for high availability and disaster recovery requirements
• Collaborate with Networking/Security teams to ensure proper server configuration
• Implement system server upgrades, updates, and patches according to vendor and PCI requirements
• Adheres to schedules for system maintenance and diagnostic checks
• Manages user accounts, access rights, privileges and restrictions, disk storage systems and print servers
• Collaborates with Windows Administrators and Networking Engineers and escalates issues when appropriate
• Receives guidance and direction from team lead

Additional Responsibilities:

• Involved with projects, and complete them in a timely manner
• Certain Level 3’s are in charge of maintaining a facility
• As assigned by Manager

Preferred Education, Experience and Licenses:

• Minimum 3 years of experience in an IT support role
• Experience with installation of major computer components and software
• Auto-deployment of operating systems and software
• Understanding of user environments, such as “User Profile”
• Troubleshooting Windows O/S front-end and back-end server configurations
• Proficient with third party software integration

Specific Knowledge, Skills and Abilities:

• Knowledge of various operating systems such as Windows, Mac, etc
• Understanding of major computer components and installation requirements
• Proficient with complete integration of server systems within an enterprise network
• Understanding of resolutions to common software errors
• Articulate communicator, and professional phone demeanor
• Detail-oriented, and quick and analytical thinker
• Knowledge of B&H policies and procedures