Senior Desktop Engineer

Job Summary

This position performs technical support for desktop computers, laptops, and related technology. This includes performing equipment installation and upgrades, troubleshooting and problem resolution, and preventative maintenance in accordance with standard guidelines and procedures. The role will provide on-call support to users outside regular business hours and work with other IT teams to diagnose and resolve IT end-user issues.

Job Responsibilities

• Install, configure, and perform ongoing usability and maintenance of desktop computers, laptops, peripheral equipment, and related software following standard departmental procedures and standards.
• Perform complex troubleshooting activities, escalating issues to other information technology departments/staff as needed, following standard procedures.
• Document all actions and problem resolutions of end-user desktop computer/laptop issues using the ticket management system.
• Keep end users informed through problem resolution.
• Assist with moves, adds, changes, and repairs of hardware equipment.
• Work closely with other departmental areas, end users, and third-party vendors, documenting all requested activities.
• Assist and play a role in the implementation of new or upgraded existing application systems.
• Perform necessary investigation, analysis, and evaluation on user workstations.
• Participate in projects as assigned or directed.
• Prepare and complete necessary documentation as it relates to hardware inventory.
• Perform after-hours on-call responsibilities as required.
• Exercise independent judgment in planning a sequence of operations and making minor decisions in a complex technical or professional field.
• Work directly with patients and/or customers, internal and external customers via telephone or face-to-face interaction, and frequently with individuals at the Director level or above.
• Off-campus support duties will require the use of a private vehicle.

Required Skills & Experience

• Solid understanding of computer desktops/laptops, software, networking, and a good understanding of IT systems management and utilities.
• Experience working directly with end users.
• Ability to maintain professionalism and courtesy during highly stressful and fast-paced situations.
• Ability to gather information, understand problems, determine the impact on end users or departments, and escalate when necessary.
• Ability to juggle multiple tasks while documenting customer issues for resolution or escalation.

Required Education

• Associate's degree with network or desktop computer-related courses.
• OR
• High school diploma and three (3) to four (4) years of desktop experience.

Required Certification & Licensure

• A valid driver's license, Motor Vehicle Report, and proof of vehicle liability insurance in the amount required by guidelines.

Shift

• Experience administering Exchange Online
• Experience administering M365
• Experience providing 3rd Level support
• Experience with Mobile Device Management Platforms
• Experience with Remote Access Tools