IT Desktop Engineer

Overview

Responsibilities

• Supports application packaging, deployments, documentation, and release control in an enterprise
• environment. Administers, manages, and maintains enterprise Mobile Device Management (MDM)
• solution. Prepares, tests, and deploys software updates using MDM solution. Packages software for
• automated deployments. Ensures consistent enforcement of policies, predictable services, and the desired
• level of IT control over mobile devices and related systems within the organization.
• Escalation point and desktop computing subject matter expert, supporting high severity/complex
• hardware/software and deployment issues for managed desktops, laptops, workstation, blended PC,
• tablet, Mac, smartphone, and printers, on wired and wireless devices; performing root cause analysis,
• diagnosis, identification, configuration, and resolution in an enterprise environment.
• Assists end-users in interpreting and implementing instructions, technical documentation or procedures as
• needed. Documents all requests, troubleshooting efforts, and resolutions in the organization’s ticketing
• system, and keeps end-user informed through resolution. Follows established escalation and alert
• management procedures to outages, priority issues, recurring problems, and patterns.
• Responsible for asset and software inventory management. Creates detailed reports for software
• distribution, inventory, and compliance.
• Assists in Active Directory account creation/termination, workstation imaging (creating & deploying),
• workstation builds/patching, application building/deployments, and administration of GPO changes.
• Additionally, handles Office365 administration, email migrations, assignment of licenses, integrations, and
• Unified Communication platform administration.
• Researches, evaluates, and recommends tools, systems, process improvement initiatives, and best
• practices and their application in current operations to drive higher efficiencies of the managed mobile
• device computer environment. Develops documentation such as help sheets, knowledge base articles,
• installation/ configuration procedures, and other related documents.
• Performs other duties as assigned.

Qualifications

• Bachelor’s degree in computer science, engineering, or other computer-related field preferred.
• A+ and/or Network+, CompTIA S+, MCSE, SCCM, MCP, and HDI-Desktop Technician certifications
• preferred.
• Or the combination of training, education, and experience to perform the job successfully.

• 5+ years of direct technical support in a large enterprise PC environment. With experience and deep
• knowledge of MDM software administration, image and application packaging, Windows systems
• administration and maintenance, registry, file system, processes, and services. Strong experience with
• systems analysis and functional design, enterprise-grade Patch Management and Change Control Systems.

• Expert working knowledge with providing technical support of Microsoft Windows, Office 365, common
• desktop appliances, and mobile devices.
• Advanced knowledge of PowerShell, Internet browser management, disk encryption technologies, antivirus\anti-malware management.
• Extensive knowledge of the ManageEngine Desktop Central, Active Directory, Group Policy, and Microsoft
• System Center suite of products (SCCM). Experience with Virtual Desktop Infrastructure.
• Working knowledge of a range of diagnostic utilities.
• Strong working knowledge with Zendesk or other leading ITSM products.
• Knowledge of best practice methodologies such as ITIL.
• Sound working knowledge of network concepts including TCP/IP, DNS/DHCP, LAN/WAN/VPN.
• Proven ability to prioritize tasks, concurrently manage multiple projects and day-to-day operations.
• Excellent interpersonal, written, and verbal communication skills.
• Effective working in a team-oriented and collaborative work environment.
• Ability to conduct research into a wide range of computing issues as required; to absorb and retain
• information quickly, and solve complex problems with innovative solutions.
• Adaptive customer service skills including the ability to effectively interact with individuals at all levels
• internal and external to the organization.
• Ability to adapt to a dynamic environment and learn department-specific computer systems.
• Ability to travel locally with own reliable transportation; maintain driving license and record in compliance
• with Transportation Safety Standards; maintain auto insurance and vehicle registration.
• Ability to obtain and maintain a criminal record/fingerprint clearance from the Department of Justice and
• Federal Bureau of Investigation, per Easterseals of Southern California and/or program requirements.
• Available to work after hours and weekends as needed.
• Must pass all drug testing required by ESSC, post-offer medical examination and TB test.