Desktop Engineer

About the role

Client Services analysts use technical expertise, with understanding of business and user needs, to evaluate IT related incidents and service desk tickets in order to appropriately prioritize and provide appropriate solutions. A Client Services analyst will promote positive customer relationships and mentors teammates to ensure client satisfaction and organizational success. Client Services takes ownership of customer problems and works with a sense of urgency to resolve these incidents and problems. An analyst will communicate status and progress to the customers in a timely professional manner. All analysts will also provide updates on work progress to Customer Support Specialists and the Service Desk using the call tracking system.

Travel required. Posted 22-Oct-2026.

Responsibilities

• Image new computers and install appropriate software for customers.
• Install local and network printers along with other peripherals such as scanners.
• Migrate and protect user data and profiles as computers are replaced.
• Identify emerging trends relating to issues and problems; research and suggest solutions to solve current and prevent future problems.
• Communicate with Data Center Operations when modifying user data storage, DHCP reservations, data restores, and various account creations and modifications (AD, email, NCID, CITRIX, etc.).
• Collaborate with application development teams to identify application issues at the customer level and provide technical detail for development teams to accurately identify problems within applications and provide solutions.
• Work with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.
• Stay abreast of current technologies to better the end users' working environment.
• Serve as a team member with other analysts to help solve complex problems.

Project Management

Qualified candidates will have the skill to lead projects that require directing the work of others with some latitude on actions or decisions. The candidate should be able to lead team efforts, at the direction of the local Client Services supervisor and/or other management.

Documentation

This position participates in creating and maintaining documentation of processes and procedures for all areas this position is responsible for (i.e. – software installs, profile transfers, PC replacements). This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external).

System Security

It is the responsibility of all Client Services staff to be aware of DOT and DIT security policies, as well as the security issues directly affecting the systems and technology for which this position is responsible. This position is responsible for implementing and maintaining the requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, transferring or usage in a manner inconsistent with IT Security Policies and standards.

Requirements

• 7 years installing and imaging new computers and loading of appropriate software for customers.
• 7 years installing local and network printers and other peripherals.
• 7 years migrating data and user profiles.
• 7 years documenting process and procedures related to technical support activities.
• 7 years demonstrating knowledge and working experience with ServiceNow call tracking system.

Skills

Proficient with different types of computer hardware, mobile devices, software, peripherals and components, networking protocols and communications.