Overview
On Site
Depends on Experience
Full Time
Skills
Collaboration
Communication
Computer Networking
Conflict Resolution
IT Service Management
Information Technology
Knowledge Base
Knowledge Management
Laptop
Microsoft Outlook
Microsoft SCCM
Microsoft Windows
OS X
Problem Solving
Recovery
Scripting
ServiceNow
UPS
Virtual Private Network
Web Portals
Wireless Communication
SCCM
Job Details
Sr. Corporate Desktop Engineer Level II
The Sr. Corporate Desktop Engineer Level II is responsible for supporting all I.T. technical services for team members that work at the corporate office, in capacity of them working with leaders such as Director of Operations and VP of Operations.
Your Key Job Functions
- Work incidents and requests submitted to our corporate team via phone, self-service portal, or walk ups.
- Updates and logs work history to incident/request within ServiceNow,
- Quickly categorize each incident/request
- Business service impacted
- Assess priority
- Scope of impact
- Utilizing a knowledge base article (KBA) from the Knowledge Management System attempt to restore service
- Utilize Google and internal escalation paths to help in restoration of service
- Create draft KBA proposals for new or enhanced knowledge articles
- Where service cannot be restored, pursue/implement possible work arounds to mitigate the impact of the issue
- Escalate all issues that cannot be resolved to the appropriate team to drive satisfactory resolution timeframes
- Stage and deploy laptops using SCCM scripts for laptop refreshes
- Desk visits when necessary or required as part of overall service model, to restore service or provide hands on support
What You Bring to the Team
- Foremost is understanding what great service looks like and the heart for delivering this level of service to our team members
- Ability to work in a fast-paced environment always maintaining a high sense of urgency
- Ability to tightly follow process and SOP
- Comfortable operating with a constant sense of urgency
- Analytical thinking with strong self-sufficient problem-solving skills
- Strong written and verbal communication skills
- Ability to document detailed case notes while working an issue and that can be understood by others
- Ability to collaborate and function within a team environment while also being able to work standalone to restore service
- Solid Windows operating system knowledge required (W10, W11, some server OS)
- Some MacOS knowledge preferred
- iOS and AndroidOS support (necessary for Outlook mobile) knowledge
- Strong knowledge in collaboration tools such as Teams, Mersive Solstice,Barco, Outlook
- Strong knowledge with MS Office suite
- Strong knowledge of conferencing tools such as Zoom, Teams, RingCentral, etc
- Solid basic network skills with VPN/WIFI and remote connectivity knowledge
- Strong SCCM or similar staging knowledge
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.