Senior Desktop Engineer

Job Responsibilities

• Configure, test, and deploy laptop and workstation hardware and software to users both locally and remotely
• Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers
• Diagnose and resolves problems related to the operation of PCs on the network
• Troubleshoot and repair break/fix issues
• Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts
• SMART HANDS to take direction and perform Data Center related activities e.g. physical connectivity and cabling, coordinate with the Infrastructure teams regarding compute, storage, backup and networking activities on an as needed basis. Travel to the data center in Pittsburgh when needed is a requirement
• Provide solutions to user issues by identifying problems, researching answers, and helping to implement
• Train users in basic problem resolution and understanding of how to make efficient use of their PCs
• Respond to user requests and service issues in a timely and professional manner
• Provide support via phone and using remote support software
• Create, monitor, update, and close tickets using Service Now ticketing system
• Adhere to Black Box corporate, technology and security policies at all times while performing daily functions
• Remain current on technical and operational details concerning PC products and support

• Degree and/or technical education in Information Technology or related field along with 10+ Years of relevant hands on experience in an end user and customer focused networked PC environment
• Industry-specific certifications such as A+, Microsoft and ITIL are a plus but not required.
• Comfortable working independently in a fast-paced office setting while supporting a wide variety of job roles.
• Proficient in time-management and the ability to multitask and prioritize daily support requests and projects.
• Ability to diagnose, isolate and troubleshoot computer physical hardware and software components both remotely and locally.
• Exhibit professional attitude and appearance with excellent verbal, interpersonal and communication skills.
• Self-motivated, enthusiastic, solid problem-solving skills, detail oriented, willing to learn and a desire to succeed.

• Extensive experience with Win
  10/11 OS – Control panel, System settings, networking, device manager
• Microsoft Outlook, Word, Excel
• Cisco Any Connect or experience with VPN client technologies
• Cisco Web-Ex
• Hands on Working knowledge in MS Entra, InTune Administration, MDM
• Experience with endpoint security tools, ex:
  Crowd Strike Falcon, Cisco Umbrella, Cisco Anti-Malware protection
• Microsoft email and Outlook on an Hybrid O365 Environment – OST/PST, Email Profiles, Shared Folders, Archives, Add-on’s and Webmail
• Networking – Exposure and knowledge of networking protocols and components - TcpIP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic’s.
• Active Directory Password resets and User properties.
• Working knowledge of Web Ex audio/video conferencing systems
• Understanding and prior experience working on the physical setup of a Data center
• Laptop backup – Black Box uses Nova Stor

• Remote access support tools – Must have
  • Bomgar - Good to Have
• Ticketing System – Must Have
  • Service Now – Good to have
• Software Push – Must have
  • Manage Engine – Good to have.
• Asset Management – Good to have
• Data recovery tools - Good to have
• Disk Encryption - Good to have
• Citrix virtual apps desktop and Citrix Workspace
  - Good to have
• Laptop/Workstation imaging technologies – Good to have
  • Manage Engine Endpoint Central- /Nice to have
• Virtual Private Network – Must have
  • Cisco Any Connect – Good to have
• Endpoint Security management – Must have
  • Cisco AMP-Umbrella and Crowd Strike Falcon – Good to have