Sr. Desktop Engineer

Sr. Desktop Engineer

Job Summary

The Desktop Engineer I role is responsible for supporting all technology. Key function of this role will be management of ticket volume escalated from Level 1 Corporate Support, onboarding/offboarding team members for key IT tasks, desk visits to resolve hardware issues, and troubleshooting with remote team members where necessary. Role also is responsible for deployment of technology to team members and onboarding new technology as existing products sunset. Provide strategic input into hardware and software technology stacks that are consumed by our organization. This role is critical to maintaining the stability of IT Services within the decision makers at the highest level of the organization.

Your Key Job Functions

• Prepares, tests and releases software application and security updates to production using Microsoft SCCM or other deployment tools
  Onboarding and Offboarding of team members, including desk visits, hardware troubleshooting, termination flows. Includes training team members on IT functions during team member onboarding through Peopleworks Team
  Troubleshoot and resolve escalated issues of team members regarding hardware or software incidents/requests - Escalation from Level 1 Corporate Support
  Update document workflow deficiencies, and implement process improvements
  Documenting of problems, requests, changes, and incidents via Service Now ticketing system
  Resolve advanced level PC problems such as incompatibility with software and operating systems, required changes in registry settings, changes or compatibility issues with the virtual desktop
  Build and test all desktop images and write related support/staging documentation
  May provide dedicated PC support for departments and special projects or software installations that require the additional focus
  Manage and administer a mixed platform client system environment (Mac OS X, Windows, )
  Daily communication with cross-functional teams within IT, but also within the business as a whole
  Performs application patching of desktop/laptop/tablet software such as, for example, Adobe Reader using SCCM or other tools as appropriate
  Administer/manage management platforms such as SCCM, JAMF, Intune, etc...
  Strategic input into determination of hardware technology standards (e.g. laptop builds, manufacturers, etc) as well as software collaboration platforms as well as A/V solutions
  Manage and support audio/visual products in our home office (e.g. Teams rooms, conference room cameras, etc..)
  Administer/manage VDI infrastructure support and maintenance - troubleshoot with team members when necessary
  Ensure appropriate testing of desktop packages is done prior to deployment
  Will act as redundancy for Level 1 Corporate Support where business requires, for defined periods of time
  Manage software lifecycle for software currency, within 2 versions of general availability
  Manage hardware lifecycle for asset management/refresh
  Refresh hardware as prescribed by depreciation cycle and hardware lifecycle
  Manage ipad fleet deployed in restaurants via JAMF
  Manage Ring Central PBX solution for restaurants (onboard/offboard accounts, troubleshooting, escalation to supplier)
  Manage Ring Central Call Center software for support teams (onboard/offboard account)