Desktop Engineer III

Job Summary:

This position provides level 2 technical assistance to Associates regarding computer hardware and software issues. This role will not be aligned to a telephone queue but will primarily work from the ServiceNow ticket queue and deskside support requests for corporate office Associates. The Desktop Engineer III will also be accountable for project tasks as it relates to IT Asset Management, PC imaging, hardware and software deployments and software update.

Essential Responsibilities:

• Maintain hardware/software assets including standardization, ordering, deployment, tracking, recovery, and disposal.
• Provide support for issues escalated from Technical Support Analysts
• Assist in the evaluation and selection of hardware and software.
• Troubleshoot problems using various software tools, getting to the root cause to facilitate solving the problem.
• Assist with the implementation of various software tools including but not limited to keeping software tools up to date, supplying install instructions, problem resolution documentation and performing upgrades.
• Assist with training and mentoring Technical Support Analysts
• Maintain technical expertise within the software tools.

Required Knowledge, Experience, and Abilities:

• Advanced knowledge of basic Microsoft software troubleshooting (e.g. M365, Outlook, Windows OS, Intune, Exchange, Registry).

• Advanced knowledge of popular operating systems, software applications, and remote connection systems.

• Working knowledge of office automation products and computer peripherals, like printers and scanners.

• Knowledge of network security practices and anti-virus programs.

• Demonstrated ability to lead technical projects

• Ability to perform remote troubleshooting and provide clear instructions to solve complex hardware and software issues

• Required to sit for long periods of time with limited physical exertion. Use of standard office equipment in typical office environment/conditions.

• Ability to use close and distance vision to focus on computer screen for the majority of the workday.

• Ability to bend, lift, twist, pull and push boxes and packages to perform duties related to handling and set up of computer hardware, servers, etc.

Education:

• Technical or Trade School (Certificate or Diploma)