Desktop EngineerDesktop 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 environmentsoftware 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.
Ability to be dynamic and reactive as well as creating and driving process to increase IT efficiency, drive pro-activeness, and educate end users on how best utilize the technology provided.Responsibilities:Troubleshoot to resolution Windows 7/8.1/10, Mac OSX, Microsoft Office 365, and other internal application software issues as assignedImage, configure, upgrade, and repair Dell, Surface, Apple desktops and laptopsActive Directory, MS Exchange, SCCM, JAMF administration including add/change/move requestsAdminister and maintain iPhone and Android mobile phones/tablets via InTune MDMRemote 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 issuesProvide outstanding customer serviceHelp build and a rich IT knowledge base by creating and maintaining process and resolution documentationUnderstands implications of work and makes recommendations for solutionsDetermine methods and procedures on new assignments.Ability to lift 50 lbsOther duties as assignedQualifications/Experience:Advanced to expert knowledge of SCCM, JAMF, Windows 7/8.