Desktop Engineer

Desktop Engineer

Position Summary The Desktop Engineer provides support and administration of the Client Environment and supporting systems. This position is part of the CoServ Client Services team which is the primary face of IT within CoServ and is required to have a high level of aptitude working with all levels of the CoServ organization, including its Board of Directors. They must possess a working knowledge of systems management utilities, client configurations, interconnectivities between client systems and all IT infrastructures, be proficient in task management and prioritization along with possessing a base understanding of Project Management. This position primarily involves working internally with the Client Services team and its peers within IT but provides some direct client support both deskside and remotely as well.

Primary Position Responsibilities Administers the endpoint patch management process, including the evaluation, piloting, deploying, and troubleshooting of all client-side patches for laptops, desktops and mobile devices. Administers the mobile device management solution used to manage CoServ's Corporate Mobile Devices (iPhone, iPad, Android devices). Responsible for the creation and management of application packages used within CoServ's systems management solution to deliver software installs remotely to the client environment. Creates and maintains the client operating system platforms (baseline images). Actively monitors and audits the systems responsible for patch management, mobile device management, application packaging and self-service portal catalog. Provides reporting for patch management, mobile device management, application packaging and self-service portal catalog systems to leadership on weekly, monthly, quarterly and annual basis as well as on-demand when needed. Produces and maintains quality technical and customer-facing documentation. Participates in projects as needed and adheres to project plans. Coordinate with peer IT groups (network engineering, server administration, business application, and database administration) to implement and support client technologies that utilize industry best practices to meet corporate objectives. Assess and review new client technology needs presented by the business providing recommendations along with supporting documentation based on collected data. Works with Information Security to secure operating system images and address vulnerabilities when they arise. Complies with established CoServ safety and operating rules, procedures, and guidelines including reporting unsafe practices to a supervisor. Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to Tech Support.

Secondary Position Responsibilities Provides top-quality customer service to a variety of end users with different levels of computer proficiency across multiple client hardware and software platforms. Uses active listening skills and asks probing questions to determine the user's need and utilizes available solutions to fulfill orders and resolve issues. Top-tier desktop support and problem resolution; escalation point for troubleshooting desktop issues. Remains abreast of changes in system hardware and software requirements. Enters, classifies, prioritizes, monitors, resolves, and escalates incident tickets using CoServ's ticketing system. Enters, prioritizes, monitors, approves, fulfills, and escalates orders and service request tickets using the company's IT ticketing system. Installs, configures and troubleshoots computer hardware, software and peripherals. Resolves username and password login issues for domain, VPN, and various application accounts. Operating system, application, hardware and basic network connectivity troubleshooting. Provides mobile device support (iOS and Android phones & tablets. Performs other duties and activities as directed.

Position Requirements High School Diploma or G.E. equivalency. Bachelor's degree in an IT field or equivalent experience. 2+ years of experience with Microsoft Windows and Microsoft Office in a customer-focused Desktop Support role. 2+ years of experience with enterprise imaging and deployment software. 2+ years of experience with iOS and Android phone & tablet configuration, deployment and troubleshooting. 1+ years of experience within a System Administrator role to include Group Policy administration, operating system management, and Patch Management. 1+ years of experience with Application Packaging and Scripting. 1+ year of experience with project management within an IT environment.