- Provides support for 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.
- Processes incoming tickets in a timely manner to ensure customers are taken care of in an appropriate time frame.
- Document root cause of issues and create knowledge base articles so the 1st and 2nd tier support teams can resolve at first contact.
- 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.
- Manage private hosted or public cloud desktops in virtual desktop platforms (VDI) including Citrix Virtual Desktop, Hyper-V, and Microsoft Azure.
- Assists with global patching and vulnerability management efforts.
- Writes, tests, validates, and installs packages for software upgrades/patches.
- Prepares functional requirements and specifications for hardware acquisitions.
- 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.
- Associate's degree in Computer Science or a related discipline preferred
- 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 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.)
- 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
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Desktop Engineer - Houston, United States - Service Corporation International
Description
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.
JOB RESPONSIBILITIES
Advanced End User System Support
System Administration and Engineering
Minimum Requirements
Education
Experience
Knowledge, Skills & Abilities
