Full Job Description
The purpose of IT Desktop Engineer is to connect the Bob Evans workforce with technology needed to successfully perform their duties. This key position within the IT Infrastructure and Operations organization is responsible for leading the development, deployment and maintenance of workstations, standards and enterprise applications. Common assignments include technology refreshes, service requests, workstation and mobile computing support with a focus on end user satisfaction and ongoing process improvement. In-depth technical knowledge of hardware, software and troubleshooting techniques coupled with the ability to effectively communicate between IT and business team members are required for success in this position.
Image and deploy workstations for new hires/contractors, refresh programs, and to resolve issues to maintain optimal functionality for the company.
Take ownership of workstation support with an expert level of knowledge in hardware, operating systems, Microsoft 365 Apps, along with other commonly used applications. Other primary responsibilities consist of workstation patching, application updates, maintain low workstation vulnerability scores, scheduling and executing application rollouts, hardware refreshes, A/V equipment and printers.
Plan and manage the life cycle of workstation equipment, operating systems and applications.
Log all correspondence in our ticketing system thoroughly detailing actions taken, regular updates and resolutions to provide updates to the customer and IT team, in a timely manner. Ensure ticket assignments and completions meet defined SLA’s.
Enjoy working with people and possess the ability to ease concerns, while troubleshooting and resolving issues timely.
Responsible for continuous improvement of end user experience consisting of service request fulfillment, incident response, project deliverables and documentation.
Hold yourself to high standards in regards to company policies and procedures. Kindly reinforce these standards when working with others.
Provide training and guidance as needed to help others utilize equipment and software optimally.
Ability to develop scripting (PowerShell) to automate routine tasks.
Excellent prioritization skills to manage concurrent tasks, incidents and projects.
Leverage best practices and process frameworks, such as the ITIL, to drive continual process improvement.
Excellent problem-solving skills to accelerate time to resolution for incidents, requests and problems, with focus on company policies, processes and quality standards.
Participates in on call support and critical after hours scheduled and unscheduled events.
Actively researches industry trends to ensure implementation of best practices, with focus on workstation hardware, operating systems, browsers and other critical enterprise applications.
5 years’ experience in IT with 2 years’ experience as primary administrator/support in the following areas.
Laptop and desktop hardware troubleshooting
Windows 10 OS, Microsoft 365 Apps as well as Office 2013, OneDrive, Adobe applications, Oracle, SAP, Java, all browsers and other commonly used software
Familiar with Nessus reporting
Image and application deployment and patching applications, such as Manage Engine or SCCM
Conference room A/V technologies, such as Cisco Room Kits and Teams Room equipment
Familiarity in working with Mac OS in an enterprise environment
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)