Desktop Engineer Tier 3

Title: Desktop Engineer Tier 3

*Local to NJ

Description:

Identifies all hardware and software solutions by analyzing system requirements and developing continuous improvements in order to meet the IT business needs of Client. Maintains responsibility for the end user experience in the areas of computer hardware and software environments that client employees use on a daily basis, including desktop and laptop computers, printers, desktop software, scanners, BYOD's, operating system configuration, and any other end user peripherals implemented by the CLIENT IT department. Works closely within a team of Information Systems and Software Engineers to architect and deploy new solutions.


Desktop Engineer Tier 3 - Primary Responsibilities:


Desktop Engineering:

• Contributes to the design and implementation of the processes for imaging, patching, firewall, and provisioning, as well as Microsoft Defender and software deployment. These processes involve a wide variety of hardware at Client, including desktops, laptops, printers, and mobile devices.
• Independently completes required imaging, patching, and firewall tasks as well as upgrades of desktop tools including SCCM, Carbon Black, InTune, Defender, and Windows.
• Creates and deploys software packages for client. Works with offshore packager as needed, including sharing requirements, keeping vendor accountable to deliverables, and testing completed software package before launch.

Project Work

• Independently oversees small to medium projects which have impact across the organization, as well as partners with Sr. Desktop Engineers for medium to large projects. This includes obtaining business requirements, performing initial analysis of the subject or issue, developing timelines, providing budget estimations, researching and proposing computing solutions, and planning and implementing those solutions.
• Researches new hardware and software solutions for requests from IT or client business partners. Partners with Sr. Desktop Engineer for the request for proposal (RFP) process to identify suitable vendors and hardware/software products. Thoroughly evaluates and tests hardware and software solutions to determine suitability for client and shares recommendations with leadership.
• Identifies process improvement opportunities to increase automation and efficiencies in order to increase customer/employee satisfaction.
• Researches industry best practices and design solutions to determine how CLIENT can improve technical operations.
• Identifies end user experience of CLIENT employees in the areas of hardware and software environments. Documents processes and procedures to support end users. Ensures that end user experience is standardized across the organization as well as protects the integrity of data in our CLIENT systems.

Business and Vendor Relationships

• Provides mentorship support to Level 2 Desktop Support Technicians as well as CLIENT Desktop Specialists, including knowledge transfer regarding hardware and software products, to ensure a seamless and efficient end user experience.
• Considers how hardware/software changes would affect all employees, both in-office and remote, and how to best communicate information to a variety of audiences.
• Acts as an IT liaison to our end user community at our remote sites, including determining relevant topics to be addressed for different types of sites and conducting recurring virtual meetings. Conducts site visits as needed for large-scale, companywide IT initiatives.
• Partners with third-party vendors. Identifies escalations, process improvements, or hardware/software updates and brainstorms solutions while working with vendor. In conjunction with IT Manager and Sr. Desktop Engineer, participates in roadmaps and quarterly business reviews.

Miscellaneous/Other:

• Identifies, tests, and partners with colleagues to implement best practice processes in the Desktop area using ServiceNow's HAM and SAM Pro. This includes corporate assets and license compliance, software metering, and leasing and contracts.
• Proactively detects client problems and device noncompliance and configuration issues.
• Contributes to the development and review of weekly and monthly reports as checks and balances to ensure that correct processes are being followed. Corrects deficient processes within area of responsibility and works with senior team members for resolutions for wider-ranging problems.

Required Skills:

• At least two (2) years of experience working with Windows 10 and Windows 11, Microsoft Endpoint Configuration Manager, Microsoft Enterprise Desktop Support, InTune, VMWare, Active Directory, Azure, Power Shell, Group Policy Object, Mac OS, Jamf, and Office 365. Ability to quickly learn new systems and software.