Why Arbella? At Arbella, we’re focused on people. We work hard to attract and retain the best. That means providing a great work environment, encouraging work/life balance, offering flexible work arrangements, competitive salaries and exceptional benefits packages. We invest in our employees and encourage them to grow so that we, too, can grow as a company. Other perks include: • On-site gym and fitness classes and one-on-one personal training • On-site nurse, nutritional counseling, and mental health resources • Full-service cafeterias • Free shuttle service to Quincy Adams T Station • Tuition assistance programs • Opportunities to get involved: Arbella Activities Committee, Diversity and Inclusion Council, and more • A company committed to community: volunteer opportunities, employee- led community efforts, and the Arbella Insurance Foundation • Robust training, mentorship, and professional/personal development programs • Colleagues who genuinely care about each other Arbella is committed to building a workplace that’s diverse, inclusive, and equitable for everyone. We’ve created a culture that supports a diverse workplace where all are valued for their talents and are empowered to reach their full potential. It’s no wonder our employees have voted Arbella one of the Boston Business Journal’s “Best Places to Work” every year since 2009, and #1 in 2023! The Sr. Desktop Engineer will drive the strategic direction for corporate desktop support services including virtual desktop infrastructure, laptop imaging, printer support, user account administration and other hardware, software, and telephony integration. This includes providing support and troubleshooting for problem remediation, installation, configuring, diagnosing, repairing, and upgrading of corporate desktop/voice hardware and software according to Arbella standards. The Sr. Desktop Engineer may be assigned individual or recurring tasks in support of larger technology efforts. The Sr. Desktop Engineer will be leveraged to investigate the root cause of chronic incidents and work with peers towards a resolution. The Sr. Desktop Engineer will lead individual projects or recurring tasks in support of larger technology efforts. The ideal candidate will have extensive experience/knowledge of Windows operating systems, management of end user productivity apps, standard associated technologies, and third-party products. The scope of responsibilities includes researching and identifying industry best practices to be implemented at Arbella. A significant subset of these skills is desired: Deep technical understanding of Windows Desktop x64 operating systems Familiarity with Desktop Virtualization Technologies from VMWare, Citrix, AppSense, Microsoft Knowledge of software packaging tools (e.g., InstallShield, App-V sequencer, Wise) Knowledge of common third-party tools used to manage/support large environments. i.e., Appsense/Splunk Experience in engineering Large Scale Deployment/Migrations to O365/Windows OS Knowledge of common Windows Infrastructure i.e., Active Directory/SCCM/GPO Strong troubleshooting mind-set (i.e., parsing event log, analyzing memory dumps etc.). Experience of large-scale desktop deployment tools and techniques in large, distributed organizations. Scripting ability highly desired (whether with PowerShell, WMI, VBScript, etc.). Ability to write technical and operational management documentation (system design and engineering documents, operational runbooks). Desktop/Laptop/Server Hardware Knowledge Lead project sub-teams and small/mid-size efforts, mentoring/training team members Key Responsibilities : Oversee and administer all necessary changes to maintain versions of software on company issued equipment. Respond to requests for technical support assistance in person, via phone, chat, or through electronic submissions. Develop and sustain a productive customer relationship, making the customer and their needs a primary focus. Escalate complex problems in a timely manner to the next level of support when appropriate. Ability to effectively communicate requirements and escalate issues for VIP and engineering support. Understand and promote Arbella standards, guidelines, and policies for use and support of technology and IT Security standards. Timely, efficient, and effective completion of assigned tasks with minimal supervision. Continued learning to become proficient in necessary technologies to support assigned tasks. This will include training, on-the job-experience, mentorship, and self-motivated information gathering. Understands and promotes Arbella standards, guidelines, and policies for use and support of technology. Well versed in the configuration and use of infrastructure monitoring tools. Documents procedures necessary to support the desktop platform. Works closely with vendors for provisioning additional services. Advises management of system problems or issues. Perform after-hours system maintenance and support as required. Key Requirements: 7 years of experience in an environment supporting computer software, hardware, and applications Bachelor’s degree in a computer-related field of study or equivalent experience Possess or currently working toward ITIL Foundation certification. Possess or currently working towards CompTIA A Knowledge of network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users Understanding of Active Directory. Familiarity with Desktop Virtualization Technologies from VMWare, Citrix, AppSense, Microsoft Proficient with troubleshooting all Windows Operating systems. Proficient in MS Office Suite (Excel, Word, PowerPoint, and Outlook) and E5 licensing Experience with use of Citrix, CyberArk, Intune, Defender. Experience with modern desktop management practices. Special Skills Required Strong organizational skills and the ability to manage multiple competing projects with finite resources. Possess the ability to diagnose and remediate technical hardware and software issues. Ability to operate comfortably and effectively in a fast-paced, team-oriented environment, and work with minimal supervision. Experience serving and supporting customers who utilize a wide variety of hardware and software. Ability to manage multiple tasks with aggressive timelines; highly organized with the ability to prioritize demand for self in a fast-paced environment. Ability to communicate clearly and professionally, both verbally and in writing. Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues. Self-starter with excellent critical thinking, communication, problem-solving skills. Able to handle multiple priorities/projects effectively while working in a dynamic and fast-paced environment. Ability to articulate complex issues in a simple, compelling way, in both oral and written form to influence key stakeholders. Strong analytical skills to analyze, research, problem solving and document across applications. Positive and professional demeanor. #LI-MG1 Voted Boston’s #1 Best Place To Work by the Boston Business Journal in 2023! People stay when they love a company and its culture—and our average tenure is 12 years! We take care of our people with the same warmth and dedication that we do our customers. There is an energy here at Arbella. We are a people-first organization, and you feel that from the moment you walk in the door. Browse open positions and find your perfect fit.