"Desktop Support Engineer"

Desktop Support Engineer

Company: University of Maryland Global Campus

Job Location: Adelphi, 20783

Category: IT Support and Training

Type: Full-Time

Location: Adelphi, MD (Hybrid)

Summary: The Desktop Support Engineer's role is architecting, designing, and implementing solutions for desktop technologies (including but not limited to PC, terminals, printers and scanners). Manages for the deployment of approved desktop builds and pushes, new software packages and upgrades. Responsible for the day-to-day packaging and distribution of software, fixes and patches. Involved in selection, acquisition, installation, configuration and support of new desktop hardware, software and associated peripherals. Provides advanced technical support (in person, by telephone or via remote access) for escalated issues and works with vendors to resolve more complex issues. Works with high degree of latitude.

Duties and Responsibilities:

• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels including: Creation, modification, and testing of computer code for a variety of applications; Development of customized application packages; Compatibility testing of applications and packages; Remediation of software packages
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes. Track and monitor software for potential issues and conflicts
• Create, maintain and manage up to date images of each desktop and laptop class using SCCM, Admin Studio, App Deploy, Orca, JAMF Pro and/or other tools.
• Work with other IT teams (Infrastructure, Security, Enterprise Business Systems) to optimize desktop and software settings provided in each image
• Perform tier III support for end-user workstation issues
• Perform software packaging, create deployment scripts and distribution plan
• Deliver patch management
• Respond to Incident Management database tickets as assigned.
• Research and recommend new technologies, enhancements and configuration changes to improve desktop performance and efficiency.
• Work with third party vendors and service providers to resolve complex issues.
• Periodically visit with users to gain insight on requirements and needs.
• Creating and maintaining systems documentation for testing, validation, and distribution assuring knowledge transfer for new systems.
• Implementing, configuring, maintaining and troubleshooting enterprise systems and tools specifically SCCM, Service Now, JAMF and others as required
• Participate and or lead projects as assigned.

Skills:

• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization's goals and objectives.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation.

Education & Experience Requirements:

Experience:

• 3+ year experience in Desktop Engineering role.
• 1+ years of experience in IT application packaging/ deployment.
• Experience with Powershell
• Extensive equipment support experience with PC and Mac laptops, printers, peripheral devices
• Experience with Windows OS, MAC OS
• Familiar basic networking (WINS/DNS/DHCP) preferred
• Familiar with security, system management and deployment technologies such as AD/GPO AdminStudio, SCCM, Secunia, WSUS, Encryption systems, Mcafee ePO Orchestrator, WDS, JAMF Software Server (JSS), JAMF Distribution Server (JDS), and NetSUS
• Experience with configuring and managing MDM solutions.
• Experience with drive encryption software on MacOS and Windows.
• Experience with scripting to automate actions on MacOS.

Preferred Experience Requirements:

Education:

• Bachelor's Degree

Certifications:

• HDI Desktop Support Tech Certification, ITIL Foundation, Apple ACSP strongly preferred
• SCCM, JAMF Certification preferred

All submissions should include a cover letter and resume.

Hiring Range: $76,000.00 - $86,600.00