What are the responsibilities and job description for the TE65P2 Workplace Engineer position at CAS?
Job Accountabilities:
- Level 2 Service Desk: processes, triages, and resolves technology issues for CAS staff escalated by Level 1 Service Desk staff.
- Fulfills or documents and escalates all IT related matters.
- Oversight and participation in small-to-medium sized projects and testing, deploying, configuring, and delivering end-user technology.
- Staying current on topics to suggest AI use-cases to streamline team processes or tasks
- Following all ticketing guidelines and adhering to SLO’s and exceeding 95% positive customer satisfaction surveys
- Communicating technical issues to non-technical staff in a clear/concise manner
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Provide recommendations for laptop and peripheral life cycle management, while maintaining accurate and detailed inventory records
- Willingness to be part of rotational weekly 24x7 on-call
Qualifications:
- College degree or at least 3 years' work experience in IT Support with experience with troubleshooting issues in Windows and Mac environments on-site and via remote support software.
- Following all ticketing guidelines and adhering to SLO’s and exceeding 95% positive customer satisfaction surveys
- Demonstrated Competencies:
- Configuring and troubleshooting mobile devices (iOS and Android) using MDM software (Intune preferred)
- Supporting audio/video communications (Teams, Webex, Zoom preferred)
- Communicating technical issues to non-technical staff in a clear/concise manner, measured by Customer Satisfaction
- Imaging and Delivering laptop refreshes (Intune Preferred)
- Effectively maintaining Asset Inventory (Ivanti Preferred)
- Applying Security Patching protocols for Windows devices (Ivanti preferred)
- Identifying patterns in Incidents and reporting them to management
- Mentoring and training the Service Desk team and writing Knowledge Articles to ensure team success
- Assisting with Hardware Asset Management duties, as needed, such as unpacking, tagging, and organizing assets
- Other duties as assigned.
Qualifications
Behaviors
Preferred
Innovative
: Consistently introduces new ideas and demonstrates original thinking
Enthusiastic
: Shows intense and eager enjoyment and interest
Dedicated
: Devoted to a task or purpose with loyalty or integrity
Licenses & Certifications
Preferred
ITIL Foundation
Apple CertPro MacOS
A Certification
Intune / Autopilot
Microsoft Entra/Azure/Windows 11