Desktop Support Engineer (Tier II)
Position Summary/Overview:
The Desktop Engineer is responsible for the architecture, design, and implementation of a Windows 10 migration, Office 365 upgrade, and migration to Desktop as a Service. The chosen candidate will be working for a dynamic and successful Investment Management firm. This is an onsite temp-to-perm position.
Responsibilities:
- Identify existing desktop applications and user configurations
- Perform user, system and support requirements gathering and analysis to provide design and architectural recommendations
- Develop written profiles for groups which include requirements for CPU, memory, storage, applications to be installed, settings, shared web bookmarks, and mapped drives, etc. with an objective to have 80% of systems preconfigured and tested for efficient end user deployment of hardware based on job title
- Implement a Windows 10 and Office 365 test environment where installations can be tested, and users can test deployments prior to receiving a new desktop or laptop
- Obtain MSI packages for all applications and prepare them for automatic deployment; this should be used for the Windows 10 migration and beyond
- Create a list of existing Windows 10 and Office 365 issues for current users running apps on Windows 10 and resolve those issues with strategic solutions based on identifying the root cause
- Find ways to diagnose end user problems without interrupting their work
- Create a “base build” of Windows 10 and customized configuration for Office 365 for desktops, laptops, and cloud implementations
- Gather user requirements, qualify, and suggest multiple standard hardware (desktops and laptops) for different types of users as it relates to group profiles
- Create user documentation for deployments, as well as develop, organize and maintain standard operational procedures
- Manage the build and deployment activities for Windows 10 and Office 365
- Provide Tier II support post deployment, a Managed Services Provider will provide Tier I/Help Desk support
- Provide weekly status by updating plans in Project Management software
- Script solutions, when necessary, using PowerShell and other appropriate scripting languages
- Prioritize work efforts, multi-task in a very fast-paced environment, and provide timely and clear updates
Requirements:
- Strong client service and communication skills
- Understanding when to interrupt a user and when to “blend into the background,” focus on quality
- Ability to work independently without intensive oversight
- Must be a go-getter and take initiative in finding ways to avoid problems proactively rather than just fixing them after the fact
- Initiative and ability to research problems independently, finding root cause
- Emphasis on sharing of knowledge through good communications, peer training and documentation
- Strong inter-personal skills
- Very well organized
Education & Experience:
- Demonstrated expertise and experience deploying Windows 10 to mid-sized companies with enterprise-class computing environments
- Experience with Office 365 (already deployed) and related Microsoft cloud technologies
- Excellent PowerShell scripting skills
- Experience architecting a large Windows 10 desktop/laptop/Citrix environment
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