Desktop Engineer

Job Description

This role is part of the desktop engineering team responsible for architecting, designing, and implementing solutions for client technologies. The position provides technical design and project management for large migrations and new technology initiatives, and serves as a technical resource for day‑to‑day phone support and 2nd/3rd level desktop support operations.

• Provide Tier 2 & 3 desktop support, assisting staff with technical issues related to desktops, operating systems, office applications, printers, phones, and related technology.
• Diagnose and resolve unique, non‑recurring problems and work with vendor support contacts to resolve technical issues.
• Create desktop/laptop/Citrix build processes for all sites and business units, package software, design distribution methods, perform software distribution and patch management to Windows PCs, laptops, and Citrix servers, and recommend or perform system upgrades.
• Gather user, system, and support requirements and provide recommendations, including research of products and operating system upgrades, writing evaluations, developing and maintaining standard operating procedures, and assisting procurement with hardware and software purchases.
• Maintain LAN/WAN records and telephone system cabling as appropriate.
• Create and maintain system documentation for testing and validation.
• Prioritize work in a fast‑paced environment, provide timely updates, lead small to medium projects, submit weekly status reports, and provide technical consultations and presentations to IT.
• Create configuration‑management processes, follow change‑management guidelines, and provide disaster‑recovery planning for client technologies.
• Perform post‑implementation 2nd and 3rd level support, identify root causes, and develop strategic solutions.
• Train and orient staff on hardware and software usage.

• Associate’s degree in a related field or equivalent combination of education and experience.
• 3 to 5 years of work experience (or greater) supporting desktop hardware and software in an IS/IT environment.
• Minimum 2 years’ experience supporting a Windows desktop/laptop/Citrix/Active Directory environment, including roaming profiles.
• Minimum 2 years’ experience deploying and supporting operating‑system migrations and new technology deployments.
• Minimum 1 year’s experience with Active Directory, SCCM, and other administration tools.
• Advanced knowledge of common desktop operating systems (Windows 10/11+, macOS, Linux, etc.).

• Experience with desktop, server, and virtual operating systems.
• Strong knowledge of computer hardware and network infrastructure.
• Ability to conduct research into networking issues, products, and solutions.
• Initiative, root‑cause analysis, and independent problem solving.
• Excellent customer‑service orientation and communication skills.
• Project‑management skills and familiarity with project‑management software.
• Knowledge of data‑privacy practices and applicable laws.

The employee must frequently sit at a computer for long periods, stand, walk, use hands to manipulate equipment, and occasionally lift up to 50pounds. Upward, downward, and lateral movements are required.

Our Company provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, creed, gender/sex, sexual orientation, gender identity, national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable laws.