Desktop Engineer

Scope:

• The Desktop Engineer's role is to provide desktop support for the end user and second level support for System's Support. Maintaining and managing the desktop hardware and software environment while ensuring quality and consistency across the enterprise; researching and resolving technical problems concerning the PCs, printers and other peripherals; and implementing and updating all desktop hardware and software products.
• The Desktop Engineer demonstrates a commitment to the understanding and updating of system documentation, optimization of PC environment and provides administrative support to the IT Department. The Desktop Engineer will also provide detailed information, timely updates, monthly reporting and all other requested tasks to direct manager and high level management teams.

Responsibilities:

• Hardware lifecycle management including evaluating departmental needs; developing and maintaining hardware roadmap; working with PC manufactures to identify equipment; recommending improvements; preparing quotations; creating and maintaining documentation.
• Client software management including designing and maintaining core and departmental workstation images; creating PC build checklists; overseeing the analysis and testing of new and upgraded software; working with EUC Manager to design automated installation processes for workstations.
• PC and client software installations and upgrades including installing, configuring, testing and maintain end-user workstations; installing and maintain Desktop and Laptop personal computing hardware and software; performing analysis, diagnosis and resolution for end-user and implement corrective solutions; performing installations, moves, additions and changes for PCs.
• Second Level PC Support including acting as technical lead for less experienced desktop support personnel; serving as a primary escalation resource for the Systems Support Analysts and others to help solve customer issues; troubleshooting desktop-related issues in coordination with team members; carry out regular routine preventative maintenance schedule on hardware and applications; act as the project lead in the deployment or imaging of PC and laptops.

Qualifications (education, experience, personal attributes):

• Minimum of 3-5 years of PC technical experience and a strong background in deployment of Microsoft Windows based systems in an enterprise environment. Hands on experience with Desktop Software (MS Windows XP, MS Windows 7, Office 2003, Office 2007 and Office 2010, Internet Explorer, Lotus Notes and McAfee Enterprise solutions Enterprise Desktop Management Tools; Norton's Symantec Ghost Imaging Software, Microsoft Deployment Toolkit (MDT) or similar technologies; VM Ware, Backup tools, and Software Distribution Applications (e.g. CA, SCCM, SMS or CME); Hardware: Desktops, Laptops, Thin Clients (e.g. Citrix), experience with HP, IBM, Dell PCs and Handheld Mobile Devices; Technologies: Active Directory, TCP/IP Networking and Network Security Scripting, VB, Power shell and batch file creation.
• Experience with managing standards in a large, fast paced professional environment.
• Excellent verbal and written communication skills.
• Strong teamwork and interpersonal skills and emphasis on sharing of knowledge through peer training and good communication.
• Ability to work independently without intensive oversight.
• Initiative and ability to research problems independently and finding the root cause.
• Comptia A+ Certification or equivalent experience
• Microsoft Certification - MCSE or equivalent individual certifications