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Desktop Engineer

Desktop Engineer

Desktop Engineer Chesapeake, VA (Onsite, 6 month OTH)

Responsible for the enterprise processes to maintain and deploy images, deploy software, and deploy security patches. Mentor the Service Desk and Tier 1 staff on incident and problem resolutions and provide second level (Tier 2) incident management and problem determination, resolution, and incident escalation on help desk calls. Provide oversight to ensure quality from key vendors providing installation and disposal services. Produce documentation including architecture diagrams, process flowcharts, procedures, work instructions, and knowledge articles.

Essential Functions & Responsibilities:

E - 40% - Utilizes KACE to produce and maintain enterprise images, deploy software updates, and deploy security patches. Manages Group Policy Objects for the End User Computing Environment. Manages the printer queue configurations. Works closely with Information Security to ensure vulnerabilities are addressed in a timely manner. Assists in the development and maintenance of hardware and software standards. Automates processes utilizing PowerShell and other tools

E-25%- Mentors and educates the Service Desk and Tier 1 support staff on escalated desktop hardware and software issues with the goal of increasing first call resolution. Documentation for resolutions and procedures are to be maintained on the IT intranet in the appropriate format to further assist the IT Team and Staff.

E-10%- Produces, distributes and communicates process, procedures, work instructions and knowledge documents to the Service Desk, IT staff, ABNB staff, and vendors.

E-10%- Provides oversight to ensure quality of vendors providing hardware installation and disposal services.

E-5%- Analyzes existing processes and writes process improvement plans. Utilizes Visio to document architecture diagrams and process flows.

E-5%- Serves as the Project Lead for ABNB’s technology refresh program.

E-5%- Performs other job related duties as assigned.

Performance Measurements:

  • To Mentor and educate the Service Desk and Tier 1 support staff on escalated desktop hardware and software issues with the goal of increasing first call resolution. Documentation for resolutions and procedures are maintained on the IT intranet in the appropriate format to further assist the IT Team and Staff.
  • To provide resolutions on escalated issues and install appropriate hardware/software within the specified time frames adhering to schedules and deadlines.
  • To provide friendly, professional, and accurate service and support to all members and associates.
  • To ensure level of expertise is maintained in current and future PC/Network hardware and software technologies by attending seminars, taking college courses, reading industry related manuals, and in-house training.
  • To provide innovative thoughts, ideas, and solutions in order to provide efficiencies and better service/processes for members, the team, and ABNB staff. Ideas and suggestions should be documented and submitted in writing, where practical, for consideration.
  • To contribute toward development and maintenance of a strong team ideal in the department and throughout the Credit Union.
  • To perform advanced workstation troubleshooting.
  • To maintain clean and orderly workspaces.
  • To complete one unit of self-development per month, i.e. online learning platform courses, webinars, seminars, workshops, training sessions, classes, books, etc...

Knowledge and Skills:

  • Experience: Three years to five years of similar or related experience.
  • Education: A two-year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program. Associates Degree in Computer Science, Computer Technology, or related field desired.
  • Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

 

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