Desktop Technician

Job Description

L2 EUC Engineer

Location: Fort Atkinson, WI 53538 (100% Onsite)

Position Summary

We are looking for a highly motivated and capable IT End User Computing Engineer to join the Global IT Ops team. You will be expected to provide support both onsite and remotely to all Client employees. This is a great opportunity for someone with 5-8 years IT EUC experience to take the next step in their career, to work as part of a dynamic and cutting-edge team for a leading global company.

Primary Duties / Responsibilities

· Responds to and resolves hardware and software service requests using Ticketing system for local and remote employees.

· Manage the resolution of all incidents /tickets, per respective SL’s processes and guidelines.

· Report escalations and potential issues to the IT Manager.

· Create documentation, using standard templates, for use by IT support teams and end users; perform content reviews and update as needed.

· Support and troubleshoot incidents of medium complexity to resolution for local and remote employees.

· Configure new computers with standard image and prepare for deployment using Microsoft Intune and JAMF.

· Provide telephony support; Polycom, Cisco, and mobile phone devices (iOS and Android), including softphone.

· Provide internal support for PSL Client products such as PSL Client suite.

· Provide in-room hardware support for Meeting Rooms including all aspects of AV (Crestron, Dolby, Logitech) and Room Wizard administration.

· Provide wireless device support (WLAN) for laptops, mobile devices, and tablets.

· Maintain documentation as required by management (assets inventory, knowledgebase, solutions etc.).

· Assist with employee moves, new hire desk setup in the office.

· Assist with receiving deliveries, unboxings, stock room management.

· Prepare returned equipment for re-use using high sanitization/ hygiene protocols.

· Management of defective hardware, logging calls with vendors and arranging engineer site visits to repair damaged /faulty hardware.

· Hands-on experience with Windows 11 / Mac OS environments, computer peripherals, printers, and scanners.

· Provide support for Outlook, VPN, MS Office, One Drive, Windows Defender, web services and other software solutions.

· Ensure all meeting rooms are up to date and working through periodic testing, checking Windows updates, applying patches, and updating antivirus.

Qualifications (include knowledge, skills, abilities, and related work experience)

· Experience in writing and completing technical and end user documentation.

· Demonstrated organization, project planning, and time management skills.

· Excellent problem solving, analytical, verbal, and written communication skills in the everyday environment.

· Advanced understanding and application of JIRA incident management tools.

· Ability to assist remote users.

· Able to communicate highly technical information as necessary to both technical and non-technical personnel.

· Must be reliable, dependable, flexible, and able to multi-task with priority.

· Able to manage incidents and tasks within SLs.

· A solid understanding of all major computer operating systems including MacOS and Windows 11.

· An up-to-date understanding of imaging technologies; MS Intune and JAMF.

· Advanced proficiency in hardware and software troubleshooting.

· Demonstrated understanding of Microsoft Office products, Office 365 for Windows and MacOS.

· Experience with cloud-based backup solutions such as OneDrive.

· Microsoft product certifications are a plus.

· Maintains excellent communication with users

Functional/Technical Requirements (include education, certifications, and training)

· BS in Computer Science, or relevant work experience.

· Minimum of 5 years of experience in a technical IT support environment.

Physical Demands / Work Environment

· Light to medium physical exertion, routine bending, and lifting may be required.