Desktop Engineer

About the role

The Desktop Engineer provides service and support for various applications and solutions, works directly with internal customers and the Business Technology team. This role identifies and resolves support issues in collaboration with internal customers and the Business Technology team, focusing on customer service and improving relationships within the company.

Responsibilities

• Provides support for the M365 suite and administrates Microsoft Teams and Intune.
• Designs, develops, and maintains Windows OS client architecture with a strong understanding of industry best practices.
• Creates and maintains software deployment packages for implementation using PDQ and Microsoft Intune.
• Manages enterprise patch management using Microsoft Intune and PDQ.
• Provides Level III support to team members and Service Desk to provide resolution and root cause analysis.
• Functions as Subject Matter Expert (SME) for project needs and the needs of project team members.
• Proactively tracks and analyzes the performance of devices, identifies problem areas, and delivers solutions to enhance service quality.
• Participates in End User Technology selection processes, helping to select and maintain hardware, software, and peripherals.
• Identifies opportunities for training needs to improve productivity.
• Demonstrates working knowledge of PowerShell and scripting technologies.
• Mentors Service Desk team members.
• Creates documentation published in ServiceNow Knowledge.
• Participates in the on-call rotation and supports team members during off hours, holidays, and weekends.
• Establishes and maintains effective working relationships with all team members.

Requirements

• Associate Degree in Information Technology.
• 8 or more years in an IT service or support role.
• 15% travel required.

Skills

• Attention to detail
• Customer service
• Oral and written communication
• Following appropriate procedures

Schedule

This position works between the hours of 7 AM and 5 PM, Monday through Friday. Ability to work a flexible schedule is necessary.

Benefits

FTI provides industry-leading benefits as an investment in the lives of team members and their families, including:

• Competitive, merit-based compensation.
• Career path development opportunities.
• A flexible and robust benefits package (review the full list of FTI benefits available to regular/full-time team members).