The Desktop Support Engineer III will be responsible 24/7/365 for developing software applications using software development languages such as Visual Basic, Batch, Wise, and PowerShell to package, re-package or customize software and applications for deployments to the enterprise. The Desktop Support Engineer II will be responsible for developing custom Windows 10 and Windows 7 images for deployment to the enterprise using software development languages such as MDT, Batch, Wise, and PowerShell. The Desktop Support Engineer II will be responsible for maintenance and day to day support of the enterprise SCCM, ViewFinity, and Bomgar environments. The individual will be responsible for the deployment of patches and updates to all networked workstations. The individual will also be responsible for monitoring and managing the security settings on the Windows workstations as defined by the minimum security baselines provided by Client corporate IT.
1 Develop software for the installation or deployment of packages using various software development and programming languages such as Visual Basic, Batch, Wise, and PowerShell.
2 Perform direct / query-based deployment of patches, Microsoft Updates and applications to PC’s on the network using approved automation tools and producing success / failure reports for the deployment
3 Develop customized reports writing SQL Code to report on the inventory of installed hardware and software.
4 Administer SCCM, Viewfinity, and Bomgar Servers including administering policies and tuning for reliability and performance
5 Develop and deploy custom reference images (desktop, Laptop, Server) using various software development and programming languages such as Visual Basic, Batch, Wise, and PowerShell.
6 Work with vendors as needed to resolve application issues
7 Communicating day-to-day activities, operational challenges, or general feedback to Senior Management through defined reports and regular meetings
8 Responsible for special projects as needed related to the support we provide our customers or the support of our IT environment.
9 Provide Subject Matter Expertise and Training to Internal/External Departments
10 Stay current with changes in hardware / software technologies
Describe the following: a) level of decision making authority b) level of autonomy c) the impact of his/her decision on the organization d) what, if any, are the supervisory responsibilities?
The Desktop Support Engineer II has a level of decision making authority that affects all users. The position is given a Medium degree of autonomy due to the impact on the organization, the role expects to work with other engineers and management to collectively make Infrastructure, deployment, maintenance and update decisions. There are no supervisory responsibilities for this position, and no required Budget management.
Describe quantifiable measures that will help ascribe the value of the position. Examples include size of budget, business metrics, etc. Also, describe the impact on revenue, profit or expenses by stating activities that could affect financial results of Client Worldwide.
Value of position is based on developing infrastructure deployment and maintenance strategies designed to improve uptime to our customers and participate with a team to oversee and manage hardware and software related issues within the company. Impact on revenue is based on end user’s uptime, and staying within the groups defined service levels. Expense management is not required in this role. The role may require light travel on occasion to meet the needs of the current business and the management.
State the specific level of skills and knowledge that is needed to perform the minimum duties of the position (i.e. demonstrated ability to work under pressure, or possesses good written and oral communication skills)
Excellent Oral and written communication skills
Strong customer service orientation
Ability to prioritize and manage multiple tasks
Must be able to work independently
Strong problem analysis skills
Strong problem-solving skills
Planning and organizing skills
Attention to detail
5 years developing and implementing SCCM infrastructures
5 years of experience administering SCCM
5 years of experience supporting Microsoft Server 2008 or newer and Windows Desktop operating systems
5 years of experience developing software for the installation or deployment of packages using various software development languages such as Visual Basic, Batch, Wise, and PowerShell.
Extensive experience with developing software using various programming languages such as Visual Basic, Batch, Wise, and PowerShell
Experience with Citrix, Bomgar and Viewfinity preferred, but not required
In-depth Microsoft SQL Server knowledge to support SCCM operations and reporting.
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