Tier II Support Desktop Engineer

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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