Desktop Engineer IV

Job Description

Job Description

Desktop Engineer IV

Direct Hire full-time. Located in Allen Parkway area of Houston. Hybrid role.

The Houston based role will be responsible for desktop engineering, implementation, and support of our 24,000 employees in 2,000 locations within the US and Canada. This desktop engineering expert will collaborate with global colleagues and is expected to take ownership of desktop engineering initiatives and projects. The role is also expected to contribute day-to-day support of our desktop infrastructure.

RESPONSIBILITIES 

Advanced End User System Support

·   Provides guidance to other desktop engineering team members on incidents and problems escalated from our tier 1 and tier 2 support teams with a particular focus on PC hardware, operating systems, peripherals, IoT, and other issues.

·   Support endpoint security function including CyberArk EPM, Windows Firewall, Crowdstrike, etc.

·   Assists other team members in closing tickets that need escalation above their knowledge level.

·   Document root cause of issues and create knowledge base articles so the 1st and 2nd tier support teams can resolve at first contact.

System Administration and Engineering

·   Architects and advises on how SCCM, Intune, VPro, and other Desktop Engineering systems should be set up and maintained.

·   Handles maintenance of the systems to ensure that they are kept up to date with the latest approved releases\patches.

·   Functions as a leader for new technology projects and works with vendors to resolve any issues that come about during testing, and implementation of new technologies.

·   Creates and updates corporate images to vendors. Analyzes new technologies to better streamline the deployment of images to customers for better end user experiences.

·   Troubleshoots imaging issues with the vendors and comes up with timely solutions.

·   Provides expert advice, support, and guidance for desktop engineering projects and day to day operations for the company’s business critical desktop hardware and software.  Provides expertise in operating system performance monitoring, analysis, and tuning. 

·   Develops North American IT strategy for PC hardware, operating systems and other devices including security, IoT, and others.

·   Maintains, upgrades, and troubleshoots the desktop and operating system platforms as well as other devices critical to the success of the Company.

·   Stays up to date with current, and emerging technologies to determine what might fit the needs of the desktop environment.

·   Assists with global patching and vulnerability management efforts. Advises other team members on best practices and potential process improvements.

·   Writes, tests, validates, and installs packages for software upgrades/patches.

·   Manages complex projects while following change management procedures and ITIL best practices.  Develops timelines, flow charts, activity logs, schedules and facilitates recurring team meetings, writes business requirements, may write software test scripts and guide testers as well as drafts communications and job aids.

·   Self manages workload-negotiating deadlines to meet expectations.  Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager. Adjusts quickly to new work structures, processes, requirements or cultures.   

·   Completes complex and unique assignments independently.  Applies experience and knowledge of industry, company, policies, and regulations to resolve or recommend solutions.  Discusses escalated issue recommendations with manager.   Ensures compliance with local, state, and federal regulations.

·   Recommends efficiencies to team and manager.  Documents work as part of deliverables, resulting in high quality materials for internal and external usage. Writes standard operating procedures (SOP) and develops job aids.  May train colleagues on department procedures and standards.

MINIMUM Requirements

Education

·   Associate’s degree in Computer Science or a related discipline preferred

Experience

·   At least twelve (12) years’ Microsoft operating systems and desktop hardware experience with increasing responsibilities

·   Expert knowledge of Microsoft desktop operating systems (Windows 10 and 11) and PC hardware architecture (HP, Dell and/or Lenovo preferred)

·   Expert knowledge of typical desktop applications and application packaging, (i.e., MS Office suite and Office 365, Endpoint Security (Crowdstrike preferred), PAM or EPM tools (CyberArk preferred), Remote Access Platforms (Palo Alto Global Protect), etc.)

·   Expert knowledge of typical Server applications and services, (i.e., SCCM, SQL, Active Directory, WSUS, IIS, GPOs, etc.)

·   Expert knowledge of desktop architecture build methodologies

·   Expert knowledge of systems automation tools including PowerShell and VB scripting

·   Good understanding of other IT disciplines, (i.e., Telecom, Datacom, Messaging, Server operations, etc.)

Knowledge, Skills & Abilities

·   Proven Customer Service skills

·   Cognitive Ability including reason, plan, solve problems, think abstractly, comprehend complex ideas, learn quickly, learn from experience, and appropriately apply learning to new situations.

·   Process and results oriented, motivated to keep projects moving ahead by removing obstacles and exploring alternatives. 

·   Applies best practices in documenting business requirements in an iterative way, particularly using agile methodologies

·   Ability to create clear reports and data visualizations to assist in decision-making and problem analysis

·   Conversant in technical discipline acumen

·   Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and highly self-motivated

·   Ability to build professional and trusting business relations across the company

·   Ability to interact with and influence all levels of management

·   Professional written and verbal communication skills

·   Working a number of evenings every month