Responsibilities:

The Desktop Engineer is a critical member of the North American IT Team providing support to internal employees. This individual will be responsible for maintaining the desktop and laptop infrastructure, along with associated applications. This is an internal customer-facing role, and requires excellent prioritization, responsiveness, and customer service, along with excellent written and verbal communication skills. In addition to client support, the Desktop Engineer will provide tier 3 support for systems for Culligan Paragon users and remote users.

Specific Job Functions:

• Investigates and resolves computer software and hardware problems.
• Resolves usability issues on systems and equipment in a timely basis.
• Tests new hardware/software products for use and compatibility with existing systems.
• Updates and maintains work in ticket-based tracking system.
• Creates and maintains desktop and laptop standards through testing and certification.
• Debugs and configures remote and WIFI connectivity problems.
• Installs, moves, or removes computer equipment as required for user physical moves.
• Escalates and coordinates problems to internal or external resources when required.
• Provides user training on system access and usage.
• Creates internal documentation and end-user training materials.
• Provides networking support for the office and warehouse environments.
• Maintain corporate standards, follow departmental procedures and clearly document projects as required for Audit compliance.
• Local travel required for onsite support

Requirements:

• Bachelor Degree in Computer Science or relevant Business Experience in Desktop Engineering Support in a Corporate IT environment 5-7 years
• Technical training, certifications, or expertise with the following technologies: Azure AD, Active Directory, Microsoft O365, Windows10, Microsoft Exchange, Fortinet VPN, Site to Site VPN’s, IP Networking, Anti-Virus/Malware products, PowerShell Scripting, PC Imaging software, ticketing systems
• Technical Lead experience
• Apple, MAC, iPhone, iPad experience
• ITIL Foundations certification

Competencies:

• Excellent customer service skills, including both written and oral communications
• Ability to work quickly and professionally in a sometimes-stressful environment
• Strong analysis, self-troubleshooting and problem-solving skills
• Accountable for work completion/documentation/timeliness
• High degree of confidentiality when working with data and user information
• Strong Project Management skills a plus
• Team-oriented