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POSITION SUMMARY: The Desktop Engineer is responsible for providing advanced, Tier II end-user computer support, requiring in-depth knowledge of Microsoft tools at both the client and server levels. This role involves troubleshooting and escalating IT Tier 2 tickets appropriately while coordinating with other IT teams to resolve incidents and complete service requests. Key responsibilities include hardware testing, validation, imaging, and provisioning of desktops, laptops, printers, and office peripherals. The Desktop Engineer also performs software packaging and deployment using automation tools such as batch files, Microsoft Endpoint Configuration Manager (SCCM ), and PS Tools, while maintaining the desktop patching environment and asset management systems. The Desktop Engineer is accountable for consistently delivering excellent customer service and exceeding standard levels of IT service and support. Position: Desktop Engineer Department: Information Technology Schedule: Full Time ESSENTIAL RESPONSIBILITIES / DUTIES:
- Provides advanced, tier II end-user computer support, which requires knowledge of all Microsoft tools at the client & server level.
- Conducts hardware testing, validation, imaging & provisioning (desktop, laptop, printer, all in one office equipment & peripherals).
- Fulfills Tier II break-fix on desktop hardware & applications, as instructed from engineering or applications support.
- Focuses on client technology process improvements & documentation for service delivery & support
- Maintains working relationships with all ITS & business resources acting as the liaison between client services staff & engineering/business/analytical staff.
- Ensures continuous knowledge transfer, training & documentation for client services staff.
- Maintains Active Directory knowledge including understanding of GPO, user/computer/exchange accounts
- Performs Microsoft Endpoint Configuration Manager (SCCM), administration, imaging, management & patching.
- Accountable to perform on-site analysis, diagnosis, and resolution of complex infrastructure and workstation related issues for end-users and to recommend and implement corrective solutions to ensure quick and accurate service delivery.
- Collaborate with internal and external technicians to ensure efficient operation of the company's workstations and some of the server environment specific to the Desktop Engineering functions.
- Administers and resolves issues with internally & externally-developed applications.
(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required). JOB REQUIREMENTS EDUCATION:
CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:
EXPERIENCE:
5+ years of relevant, recent hands-on technical support experience required; 3-5 years of experience required with Associate's degree; 1-2 years of experience required with Bachelor's degree Experience with Microsoft and OS X Operating Systems, MS Exchange/Outlook environments, Enterprise Antivirus Products and Microsoft Office Suites. Experience creating scripts to automate solutions, deployment of scripts and automation strategies.
KNOWLEDGE, SKILLS & ABILITIES (KSAs):
Excellent understanding of IT client infrastructure operations. Excellent verbal and written communications skills with technical and non-technical staff and end-users. Excellent customer service skills, including empathic listening skills Strong analysis, technical, planning and organizational skills. Working Knowledge of infrastructure architecture, methodologies and processes. Working knowledge of the following technologies: Microsoft Endpoint Configuration Manager (SCCM), , Wyse Device Thinclient Management, Impravata and VDI desktop Infrastructure. Demonstrates prioritization and multi-tasking skills and works well under pressure.
Equal Opportunity Employer/Disabled/Veterans
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Boston Medical Center
Feb 25, 2025