Desktop Support (Field Support) I - 5568

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Company Summary:

Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.

 

Position Summary:

Under general supervision, and according to established policies and procedures, the Desktop Engineer position provides clients technical leadership in the architecture, design and implementation of desktop solutions and related technologies. Assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals. Responsible for management of all desktop and laptop systems, including PC standard image creation and maintenance, distribution of applications, virus and patch management, and participation and leadership in software evaluation and testing.   The ideal candidate will provide Tier 3 technical support to Field Technicians in the resolution of desktop application related issues, and configure and build packages. This position is also involved with extensive team and customer interaction, maintaining positive contact with support staff. Activities also require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position’s responsibilities require independent analyses, communication and problem solving. There is little supervision and requires initiative and judgment.

 

Overall Responsibilities:

  • Image Development Activities: Create, test and develop current Workstation images. Test, evaluate, and package software and applications for workstation distribution. 
  • Standards Development and Compliance Activities: Key role in developing corporate standards for desktop computer software and hardware and conducting reviews to ensure compliance to standards. May research tools and processes to identify usage and capacity troubles as they develop. Will present research and may assist in developing long-range plans to address problems. Conducts research and recommends new technology solutions. 
  • Deployment Activities: Responsible for successful deployment and upgrades of workstations. 
  • Systems Administration Activities: Perform computer management and system administration activities. 
  • Incident Management Activities: Serves as an escalation point for the Helpdesk and Desktop Support.
  • Virtual desktop troubleshooting for remote staff.
  • Perform laptop, desktop, printer and hardware setup and configurations
  • Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
  • Works with Help Desk and Operations staff as a level 2 resource to determine and resolve problems received from clients.
  • Interact with numerous computer platforms in a multi-layered client server environment. Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems. 
  • Trains and orients staff on use of hardware and software.
  • Recommends and / or performs upgrades on systems to ensure longevity.
  • Works with procurement staff to purchase hardware and software.
  • Assesses functional needs to determine specifications for purchases.
  • Orders computer supplies.
  • Assists in maintaining LAN/WAN and telecom systems.

 

Job Requirements:

  • Undergraduate degree in a relevant field or CompTIA A+ Certification
  • Preferred – Microsoft Certified Desktop Technician certification
  • Desired - ITIL Foundations v3 certification
  • Desired – JAMF Administration Experience
  • If iOS is required by position:  Apple Certified support Professional (ASCP) Preferred
  • 3 or more years’ experience in desktop engineering (see grid below for each level)
  • referred – VBS Scripting
  • Familiarity with support-oriented tools and technologies, including incident/ticket management systems, remote support tools, and software deployment/distribution systems
  • Experience in desktop imaging, zero-touch desktop migration.
  • Experience with supporting Windows 10/OS X operating systems on Dell, Lenovo, and Apple hardware.
  • Experience with Microsoft Advanced Group Policy Management
  • Experience with Microsoft SCCM or other application packaging and deployment including patch management.
  • Demonstrated experience in providing Tier 3 support to investigate & troubleshoot root causes.
  • Knowledge of software packaging tools (e.g. InstallShield, App-V sequencer, Wise)
  • Create and maintain current documentation of design decisions, application integration, and deployment procedures
  • Experience of working in a global environment with end users in a geographically-disperse, Microsoft-centric enterprise environment

Skills & Competencies

 

The table below provides an overview of the skills and competencies as well as how the competency rank aligns with each level.   The competency rankings below stipulate the minimum level of skill required for entry into each position. Expectations are that the individual will develop their skills while working in each position level.

 

0 – Entry/Limited

 

1 – Competent

2 – Advanced/Coach

 

3 – Expert/Mentor

 

Functional Competencies

DE I

DE II

DE III

Minimum years of experience

3

5

7

Knowledge of applications and operating software and personal computer hardware

2

3

3

Working knowledge of LAN/WAN and internet

2

3

3

Customer service orientation

1

2

3

Ability to communicate effectively both verbally and in writing

2

3

3

Communication and interpersonal skills

3

3

3

Requirements gathering techniques

1

2

3

Quality assurance techniques

2

3

3

Knowledge of Citrix

1

2

3

Systems analysis techniques

2

3

3

Skill in use of diagnostic tools

2

2

3

User management coaching and mentoring

0

2

3

Business decision analysis support

0

2

3

Strategic planning

0

1

2

Information technology trends

2

2

3

Knowledge management concepts and techniques

0

2

3

Testing products and concepts

2

2

3

PC Troubleshooting

2

2

3

Windows Server concepts and troubleshooting

2

2

3

Familiarity with TCP/IP, DNS, DHCP, Active Directory, MS Exchange, Cisco VPN, and FTP

2

3

3

Knowledge of Service Desk problem management database systems and ability to document problem/solutions

2

3

3

 

 

Physical Demands & Work Environment: 

 

While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

 

Standard General Security Roles and Responsibilities          

  • Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
  • Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedure
  • Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.
  • Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.