Desktop Engineer Supervisor


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Location

NY-New York (Flatiron)

Classification

Full-Time

Description

The Desktop Engineer Supervisor is responsible for assisting in developing, managing and deploying corporate endpoint computing devices such as desktops, laptops and mobile devices. Additionally, the position involves coordinating desktop support operations and projects, providing executive support, managing support escalations, providing supplemental, technical support and mentoring the technicians. Emphasis is on providing a stable, robust and secure desktop environment while adhering to the organizations strategic initiatives and business directives.

Endpoint computing devices such as desktops, laptops and mobile devices are often the lens through which the quality and utility of the Information Technology Initiative is perceived by the organization. As an architect of these devices, the supervisor must be focused on providing a stable and secure experience for our end users while providing exemplary customer service. The supervisor needs to partner with adjacent IT disciplines and be poised to become the catalyst that connects problems with their solutions. Objectives include growing the utility and contribution of the desktop experience while reducing costs, minimizing the support footprint by leveraging support technology, keeping the desktop environment aligned with the strategic, business initiatives and promoting secure, robust and manageable end computing devices.

Essential Functions

• Supervise the PC Technician support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
• Establish design parameters and configurations in compliance with standards and policies. Integrate and leverage management tools and infrastructures that facilitate and enhance centralized management and administration of devices.
• Supplement deskside support resources as needed. Embrace a “roll-up-your-sleeves” philosophy to lead by example while mentoring teammates. Leverage remote administration and management tools to diagnose technical issues related to PC operating systems, applications, and peripherals.
• Provide resolution and tracking of PC operating systems, applications, and peripherals in accordance with IT Service Desk procedures.
• Support the evolution of Desktop Support by proposing new and innovative techniques, technologies and tools.
• Gather and analyze metrics to benchmark the Technician workload/performance.
• Promote excellent customer service, effective response times and supplemental diagnostics and insights into general support issues. Enforce quality of service guidelines and standards.
• Train Service Desk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested.

Qualifications

• This position requires a dynamic, support professional that’s keenly focused on delivering high quality IT technical support to the user community. A strong customer service attitude and a confident, positive demeanor are essential.
• Expertise with Windows 7, 8, and 10, MAC OSX, Apple computers, iOS and Android devices. Familiarity with Mobile Device Management principles and platforms.
• Experience with a wide array of deployment and management tools and techniques. End to end lifecycle management of assets and devices from inception to secure retirement. Establishing and enforcing secure and compliant decommission procedures for the safe disposal of enterprise equipment.
• Working knowledge of AV and Video Conference services.
• Knowledge of telephony systems (e.g. mobile, audioconference, corporate telephony, unified communications).
• An intuitive and seamless understanding of all areas of IT, their dependencies and interrelations.
• Networking (e.g., patching, VPN Client, TCPIP Fundamentals, DHCP, DNS, WINS; remote access)
• Deploying and managing Microsoft SCCM in an enterprise environment.
• Active Directory including Kerberos, Group Policies, Organizational Units, LDAP and scripting such as PowerShell, batch files and VBscript.
• Desktop applications, configuration and support.
• Microsoft Office 365 collaborative and cloud based services and applications.
• IT security including Antivirus, Malware protection and forensics.
• Desktop services (e.g PC hardware, operating system, and standard applications)
• Demonstrated technical skill, logic and ability in troubleshooting hardware, software, network or other desktop computer-related problems while maintaining effective and appropriate communications with customers, peers, staff, vendors and management.
• A Bachelor’s degree in Computer Science, Information Technology Systems or Information Systems.
• Microsoft certifications a plus.
• 2+ years of experience overseeing daily operations of a 24/7 support initiative.
• Experience as a Desktop Engineer designing OS / platform configurations.
• Experience managing Windows 7 or Windows 10, Active Directory, Office365, Group Policy.
• Experience designing, managing and designing asset management policies and procedures.
• Excellent written, verbal and presentation skills. Experience writing effective and concise procedures and documentation.
• Strong Customer Service orientation.
• Driven, Energetic, innovative, dynamic, positive, creative, frank, clear, and diplomatic.
• Excellent problem solving and analytical skills.
• Experience writing effective and concise procedures and documentation.
• Work from NY office, with ability to travel on occasion as needed.
• Able to quickly identify potential business & technology risks, research and propose solutions.
• Self-sufficient and highly motivated: Able to initiate, prioritize, and complete assignments with little supervision.
• Comfortable with ambiguity and willing to take risks and try innovative ways of solving problems.
• Mac OS, Microsoft Windows 7, Windows 10 desktops, Office365, Exchange, Skypes, OneDrive, Azure Active Directory, Meraki, SCCM 2012, iOS.

 

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