Desktop Engineer - National Lloyds

US-TX-Dallas
Req #
2017-6512
Type
Full-Time
Category
Information Technology
(NLC) Dallas, TX - Dallas

Job Summary

The Desktop Engineer is responsible for designing, testing, and deploying a common and optimized workstation configuration to all user devices. Periodically reviewing the desktop configuration and determine what updates and improvements can be made to keep devices running efficiently and reliably. This role will be primarily focused on Windows workstation operating systems and hardware. This position will work closely with Level 1 and Level 2 support personnel on issues related to workstations.

Essential Functions

  1. User Support. Acts as primary point of contact for executive endpoint issues. Diagnoses and resolves software and hardware incidents, including operating systems, printers and a variety of software applications. Provides on-site or virtual technical support for employees at assigned locations.
  2. Problem Resolution. Takes ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams when necessary. Acts as an escalation point for desktop support and help desk personnel.
  3. Endpoint Performance. Research, test and implement best practices and configurations for user devices. Builds an image for new hardware types, reviews and updates old images to maintain compatibility and performance. Works with hardware and software vendors to determine best firmware, BIOS, driver and update levels for endpoints. Work with management to evaluate vendors to improve performance.
  4. Contribute to IT process improvement initiatives. Continually evaluates procedures and documentation to ensure accuracy. Participates in IT projects as requested.
  5. Team Player. Assists all users with any IT related incident when called upon. Works with the infrastructure, security and network teams to ensure seamless integration of devices.
  6. Customer Service. Maintains a first class level of customer service ensuring that all customers are responded to and problems are addressed in a timely, efficient and professional manner. Assists the Help Desk when needed and in times of high call volume.
  7. Other Duties. As assigned.

Job Requirements

  • Bachelor’s degree with a concentration in Information Technology or other computer related field strongly preferred.
  • 10+ years of experience in IT technical support required. IT degree or certifications will be considered in lieu of some required experience, evaluated on a case-by-case base. Previous experience in desktop support and/or banking or financial services industry strongly preferred.
  • Familiarity with the use and operation of IT Service Management tools (i.e. KACE, Remedy, ServiceNow, etc).
  • Experience with AS400 is a plus
  • Must have strong knowledge of and experience with current Microsoft Windows and Office products. Working knowledge of Microsoft Infrastructure tools such as SCCM, AD, and PowerShell.
  • Ability to learn and retain knowledge of various systems, tools, and applications.
  • Excellent analytical and trouble shooting skills with strong attention to detail.
  • AS 400 experience is a plus!
  • Must have the ability to work efficiently and effectively under pressure in a deadline-driven environment while maintaining a professional and mature demeanor.
  • Excellent time management and organizational skills.
  • Excellent verbal, written, and interpersonal communication skills with the ability to interact with all levels of company employees.
  • Excellent customer service skills.
  • Ability to perform heavy lifting up to 50 pounds
  • Up to 20% travel may be required with short notice.

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