Job Description

Desktop Engineers are responsible for providing level 2 & 3 support by responding to, evaluating, and prioritizing incoming IT support requests to the IT service desk by internal end users in a flexible, fast paced and growing, but very customer focused environment.  These requests are based on all metros where we have internal employees and on hardware and/or software issues affecting end user technology devices including Dell/Apple/Microsoft desktops/laptops, iPhones, Android, Zoom VC, and Cisco VoIP phones.  Follows-up on any open incidents, escalates to Sr. IT team members (when appropriate), to ensure all SLAs are met and incidents are resolved in a short time frame.  

RESPONSIBILITIES:

• Troubleshoot to resolution Windows 7/8.1/10, Mac OSX, Microsoft Office 365, and other internal application software issues as assigned
• Image, configure, upgrade, and repair Dell, Surface, Apple desktops and laptops
• Active Directory, MS Exchange, SCCM, JAMF administration including add/change/move requests
• Administer and maintain iPhone and Android mobile phones\tablets via InTune MDM
• Remote support for all metros in North America (Seattle, Silicon Valley, LA, Denver, Dallas, Miami, Atlanta, Chicago, Toronto, Boston, Tampa, NY, DC)
• Complete desktop and telecom related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits, etc.).
• Help troubleshoot and work with telecom engineers to resolve end user telecom issues
• Provide outstanding customer service
• Help build and a rich IT knowledge base by creating and maintaining process and resolution documentation
• Understands implications of work and makes recommendations for solutions
• Determine methods and procedures on new assignments.
• Ability to lift 50lbs

QUALIFICATIONS:

• Advanced to expert knowledge of SCCM, JAMF, Windows 7/8.1/10, Mac OSX, Office O365
• Understanding of system administration, basic networking and VoIP concepts
• 4 - 6 years’ experience working in a fast paced and dynamic but VERY customer focused IT Helpdesk environment
• Bachelor’s degree in Computer Science or MIS or equivalent work experience
• Detail oriented, deadline and results driven
• Excellent written and verbal communication skills
• Strong customer service background
• Intel based Mac OSX hardware/software support is required

CERTIFICATIONS DESIRED:

• MCDST or higher Microsoft IT Professional certification
• JAMF 201
• Dell IT Pro certification