Senior Desktop Engineer Job Description Template
Our company is looking for a Senior Desktop Engineer to join our team.
Responsibilities:
- Analyze, troubleshoot and solve technology issues (both remotely and on-site) received via email, phone and in-person;
- Test and deploy hardware and software solutions;
- Manage end-user technology projects, such as migrations, deployments and introducing new technology solutions;
- Identify issues, propose solutions and test new technologies or process changes;
- Provide best-in-class, white-glove customer service over the phone/email and in person;
- Track and thoroughly detail technology issues through ticketing system;
- Update and maintain technology knowledgebase with customer-facing content as well as internal troubleshooting content;
- Proactively reach out to customers about their technology needs and address issues before they occur;
- Provide administration for various technology platforms in mobility, messaging, collaboration or unified communication spaces;
- Follow up with customers to ensure their technology needs are being met and issues are resolved;
- Actively support and engage in the mission and goals of the College of Veterinary Medicine;
- You may be required to work outside of normal business hours, including occasional holidays, evenings, and weekends;
- Define and standardize procedures and automated mechanisms to ensure availability, reliability, security and scalability of desktop and environments.
Requirements:
- Proven excellence in customer service, interpersonal, customer-facing skills;
- Experience administering Exchange, Active Directory, Group Policy;
- Experience administering VDI (such as VMware Horizon), MDM (such as MobileIron) and MFA platforms;
- End user-focused, excellent communication skills, and best-in-class customer support;
- BSc/BA in IT, Computer Science or relevant field;
- Strong listening and problem solving skills;
- Strong experience troubleshooting complex Windows 10 operating system issues;
- Experience using PowerShell for scripting and automation;
- Experience building AV/video conferencing solutions, telephony systems, messaging platforms or collaboration tools;
- Ability to quickly diagnose and resolve technical issues and to eliminate those repetitive issues both on-site and remotely;
- Proven experience as a Senior Desktop Engineer troubleshooting complex technical problems.