JOB DESCRIPTION
Job Summary:
We are seeking an experienced Desktop Support Engineer to proactively provide exceptional helpdesk, desktop and systems support to end users, in close collaboration with the IT Infrastructure team. The successful candidate will have a client satisfaction focused orientation, and a process and standards driven approach to operational excellence. The landscape includes Windows and MacOS laptops, mobile devices, Hybrid AD and M365. You will be part of a close-knit IT team that is a critical partner and supporter of end users.
Responsibilities:

• Provides day-to-day technical support to employees for internal desktop systems hardware and software as well as support for network, basic server, and storage infrastructure for 200 users.
• Installs, configures, and troubleshoots Windows 10 and MacOS devices, smartphones, and network equipment in a heterogeneous environment.
• Manages Users and Computer Objects in Active Directory in a hybrid environment.
• Performs Windows imaging and proactively researches and drives IT towards modern approaches for image management and patching.
• Analyzes, installs, modifies, and supports operating systems, database, or utilities software.
• Responsible for endpoint management, conditional access policies and security using KACE and Intune. Assess current practices and recommend improvements.
• Supports M365 applications including Office and Teams.
• Participates in and follows ITIL Incident Management and Change Management.
• Responsible for proper configuration and use of ticketing systems, knowledge base systems and CMDB in collaboration with the IT Infrastructure team.
• May participate in development of information technology and infrastructure projects
• Acts as the IT lead in onboarding and off-boarding employees.
• Onsite as well as remote support.
• Support multi-function printers and teleconferencing equipment.
• Assist in new-hire orientation training around the usage of specific IT-supported software, such as M365, document management systems etc.

Requirements:

• Required: Associates Degree. Preferred: Bachelor of Computer Science or related degree.
• A minimum of 8 years of experience in an IT Support environment.
• Verifiable experience covering all responsibilities mentioned.
• Must have excellent customer service and communication skills.
• Strong experience with Windows 10, AD, and M 365 in a heterogenous environment.
• Familiarity with MacOS and iPhone support.
• Experience with endpoint management, patching and security platforms.
• Must have a positive attitude and be resourceful in troubleshooting issues.
• Strong technical aptitude and demonstrated problem-solving skills.
• Appropriate Microsoft Certifications such as:
  • M365 Fundamentals.
  • Security, Compliance, and Identity Fundamentals.

About the Company:
Thomas Edwards Group