Desktop Engineer Jobs

Category:Administration

Lab/Area:Information Technology

Description

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 technical recommendations and guidance to clients
• Coordinate and perform hardware life-cycle management functions (procurement, deployment, transfer, retirement)
• Perform testing and qualify new standard hardware
• Manage, support and maintain Windows, Mac, Linux workstations and laptops
• Manage system management and software deployment systems including the design, build and maintenance of applicable reports and software deployment packages
• Manage projects and 3rd party vendors
• Document all processes and create user training manuals / knowledge base
• Manage GPO's for endpoints and user accounts in Active Directory
• Utilize ITIL-based IT ticket system
• Provide Tier 2 level desktop support
• Create and maintain asset management for hardware and software
• Maintain security patching for supported desktop applications and operating systems
• 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
• Develop, test and deploy images and application packages

Qualifications

• Excellent relationship management, customer service, and communication skills in a variety of forms
• Minimum 5+ years of customer support, technical support, system administration, or related customer-facing role
• Cross-platform OS knowledge (mac OSX, Windows, iOs and Linux)
• Strong understanding of network concepts and technologies
• Working knowledge of MS Office, Google Apps, Adobe CC, Slack
• Knowledge of Confluence, Slack, FreshDesk
• Excellent written and verbal communication skills
• Experience utilizing remote access tools to troubleshoot
• Ability to work independently with little direct supervision and as a part of a team
• Ability to learn new technologies quickly
• Bachelor’s degree in related area and/or relevant professional experience
• Experience with endpoint management software platforms, desktop provisioning technologies
• Solid background in Mac and PC software and hardware troubleshooting
• Proven analytical and problem-solving abilities

Preferred Qualifications

• Ability to conduct research into a wide range of computing issues as required
• Knowledge of audiovisual systems and basic AV troubleshooting
• Bash shell scripting
• Knowledge of Linux (Ubuntu / CentOS distributions / RHEL)
• Strong desire to solve with automation and/ self-service
• JAMF Administration (Jamf Pro / Jamf Connect)
• Knowledge of ITIL

Hiring Range

$35/hr-$45/hr

Additional Information

• Gladstone is an equal opportunity employer.
• Title and salary will be commensurate with education and experience.