Desktop Support Engineer

Employee Perks

• Competitive compensation with opportunities for annual raises and promotions
• Community focused culture that allows networking and involvement in Hampton Roads and parts of North Carolina
• Employee Benefits (401k match / Company paid Short and Long Term Disability / Tuition Reimbursement / Affordable Health Insurance Options)
• An employee-focused, diverse, and member relationship driven workplace environment

Job Overview

The Desktop Support Engineer is responsible for the enterprise processes to maintain and deploy images, deploy software, and deploy security patches. Desktop Support Engineers mentor the Service Desk and Tier 1 staff on incident and problem resolutions and provide second level (Tier 2) incident management and problem determination, resolution, and incident escalation on help desk calls. Desktop Support Engineers provide oversight to ensure quality from key vendors providing installation and disposal services. Desktop Support Engineers produce documentation including architecture diagrams, process flowcharts, procedures, work instructions, and knowledge articles.

Major Responsibilities

• Utilizes KACE to produce and maintain enterprise images, deploy software updates, and deploy security patches. Manages Group Policy Objects for the End User Computing Environment.
• Manages the printer queue configurations. Works closely with Information Security to ensure vulnerabilities are addressed in a timely manner. Assists in the development and maintenance of hardware and software standards. Automates processes utilizing PowerShell and other tools
• Mentors and educates the Service Desk and Tier 1 support staff on escalated desktop hardware and software issues with the goal of increasing first call resolution. Documentation for resolutions and procedures are to be maintained on the IT intranet in the appropriate format to further assist the IT Team and Staff.
• Produces, distributes and communicates process, procedures, work instructions and knowledge documents to the Service Desk, IT staff, ABNB staff, and vendors.
• Provides oversight to ensure quality of vendors providing hardware installation and disposal services.
• Analyzes existing processes and writes process improvement plans. Utilizes Visio to document architecture diagrams and process flows.
• Serves as the Project Lead for ABNB’s technology refresh program.
• Performs other job-related duties as assigned.

Position Requirements

• Three years to five years of similar or related experience.
• A two-year college degree or Completion of a specialized course of study at a business or trade school or Completion of a specialized and extensive in-house training or apprenticeship program. Associates Degree in Computer Science, Computer Technology, or related field desired.
• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
• Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
• Microsoft MCSE Desktop Infrastructure (or more recent certification), A+, N+, Security +, ITIL Foundation, Lean IT Foundation
• Climbing on ladders, lifting, and carrying equipment of at least 25 pounds.
• Work Environment Limited after-hours work is required.

EOE/AA/M/F/DISABILITY/VET

Human Resources will only contact qualified candidates upon receipt and review of your resume. No phone calls please.