The Desktop Engineer I will provide on-site and/or remote technical support for clients, acting as a Tier 2 escalation point for all complex desktop hardware and software issues.
The ideal candidate will work alongside other Desktop Engineering teammates as well as with the Service Desk (Tier 1) and the Operations (Tier 3) teams.
This position reports directly to the Desktop Engineering Manager.
Provide Tier 2 level desktop support
Manage, support and maintain Windows, Mac, Linux workstations and laptops
Develop, test and deploy images and application packages
Manage system management and software deployment systems including the design, build and maintenance of applicable reports and software deployment packages
Maintain security patching for supported desktop applications and operating systems
Manage GPO's for endpoints and user accounts in Active Directory
Utilize ITIL-based IT ticket system
Perform testing and qualify new standard hardware
Create and maintain asset management for hardware and software
Coordinate and perform hardware life-cycle management functions (procurement, deployment, transfer, retirement)
Provide technical recommendations and guidance to clients
Maintain deployment checklists for supported end-user computing devices, to ensure that all required steps in the deployment process are being completed and that all systems meet baseline security requirements
Manage projects and 3rd party vendors
Document all processes and create user training manuals / knowledge base
Minimum 5+ years of customer support, technical support, system administration, or related customer-facing role
Bachelor’s degree in related area and/or relevant professional experience
Cross-platform OS knowledge (mac OSX, Windows, iOs and Linux)
Solid background in Mac and PC software and hardware troubleshooting
Working knowledge of MS Office, Google Apps, Adobe CC, Slack
Knowledge of Confluence, Slack, FreshDesk
Experience with endpoint management software platforms, desktop provisioning technologies
Strong understanding of network concepts and technologies
Proven analytical and problem-solving abilities
Excellent written and verbal communication skills
Experience utilizing remote access tools to troubleshoot
Excellent relationship management, customer service, and communication skills in a variety of forms
Ability to work independently with little direct supervision and as a part of a team
Ability to learn new technologies quickly
Knowledge of Linux (Ubuntu / CentOS distributions / RHEL)
JAMF Administration (Jamf Pro / Jamf Connect)
bash shell scripting
Knowledge of ITIL
Strong desire to solve with automation and/ self-service
Ability to conduct research into a wide range of computing issues as required
Knowledge of audiovisual systems and basic AV troubleshooting
- Title and salary will be commensurate with education and experience.
- Gladstone is an equal opportunity employer.