L3 Desktop Support

Job Description:

Technical Skills & Experience:

7+ years' experience as Deskside Support engineer in highly regulated, complex and multi-vendor environments

5+ years' experience managing desktop and server OS and application patching and application packaging using sophisticated management systems (e.g. Intune, System Center Configuration Manager)

6+ years' experience managing Virtual Desktop environments, Mobile Device Management Systems (e.g. MS Intune) and Endpoint protection systems (e.g. SEP)

7+ years' experience supporting Windows Enterprise customers in a large-scale (300+ node) environment.  

Proficiency in operating systems (Windows, macOS, Linux), desktop virtualization technologies (e.g., Citrix Virtual Apps and Desktops), and endpoint management solutions (e.g., Microsoft Intune, SCCM, Tanium), M365, Okta, Active Directory, etc.

Experience with automation using PowerShell and other scripting languages.

Hands-on experience with hardware and software troubleshooting, system imaging, and software deployment tools.

Demonstrated problem-solver with the ability to cope under pressure and coordinate multiple activities in a dynamic, fast-paced team environment.

Must be a self-driven, motivated IT professional with strong analytical and problem-solving skills, and ability to diagnose and resolve complex technical issues.

Excellent communication and interpersonal skills, with the ability to work effectively in a team environment and interact with diverse stakeholders including executive management.

Proactively identify opportunities for process improvements and automation to streamline end-user support services.

Industry recognized technical level education & experience.

Working in an office environment with daily onsite presence required.

Job Duties:

Implement and manage end user computing solutions, including desktop/laptop systems, mobile devices, virtual desktop infrastructure (VDI), and productivity/business applications.

Deploy and configure operating systems (Windows, macOS) and ensure compatibility with organizational requirements and security standards.

Develop and maintain system images and software packages using automated deployment.

Develop and maintain PowerShell scripts to automate repetitive tasks and improve efficiency.

Implement automated solutions for software deployment, configuration management, system monitoring, and reporting.

Continuously identify opportunities for automation and process improvement.

Manage and maintain end user computing infrastructure, including hardware, software, and peripherals.

Monitor system performance, troubleshoot issues, and optimize resource utilization.

Implement security measures to protect end user devices and data, including encryption, access controls, and antivirus solutions.

Provide technical support to end users, including troubleshooting hardware and software issues, and resolving technical problems in a timely manner.

Develop and maintain knowledge base articles, user guides, and training materials to empower end users and promote self-service support options.

Interact with cross-functional IT teams to assess end user computing needs and develop strategic plans for technology adoption and integration.

Communicate effectively with stakeholders at all levels of the organization to gather requirements, provide updates, and solicit feedback.

Participate in technology evaluations and recommend solutions that align with business objectives and budget constraints.

Maintain accurate documentation of end user computing configurations, procedures, and policies.

Ensure compliance with IT policies, standards, and procedures, and participate in audits as required.

Stay abreast of emerging technologies and industry trends related to end user computing and evaluate their potential impact on the organization.