Desktop Support Engineer

LCG is seeking a Desktop Support Engineer to join a highly skilled team that provides IT support and standardized workstation imaging services. The ideal candidate must have excellent communication skills, interpersonal skills, and the ability to work effectively with all organizational levels.  This person will identify, research, and resolve complex technical problems. They will also create and manage escalation procedures and ensures service levels are maintained.  The role will require this individual to document, track, and monitor problems to provide resolution promptly.  The position will rely on extensive experience and judgment to plan and accomplish goals.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Create, maintain and update of Windows desktop image
• Test and schedule patches and updates for all client machines
• Ensuring desktop complies with security policies
• Creation of Standard Operating Procedure (SOP) documentation
• Identify, develop, and maintain extensive system and configuration documentation for all systems under their primary responsibility
• Analyze system resources and architecture to maximize response times and performance of server and web-based applications.
• Analyze and identify trends in issue reporting and devise preventive solutions
• Responds to internal and external client requests and provides technical support and training to end users
• Identifies, researches, and resolves technical issues; escalates complex inquiries
• May install and configure peripheral equipment such as monitors, keyboards, printers, and disk drives.
• May install and configure operating systems and applications such as word processing, database, and spreadsheet programs.
• Document service requests and enter into helpdesk database for tracking
• Diagnoses hardware, software, and operator problems and takes remedial actions or recommends procedural changes.
• Requires comprehensive knowledge of employer's stand-alone and networked personal computers and related peripheral equipment, and of commonly used stand-alone and networked applications.
• Research and resolve the most difficult and complex problems that other help desk levels have been unable to resolve
• Mentor other helpdesk personnel on hardware and software problem analysis and resolution

MINIMUM EDUCATION & EXPERIENCE:

• Bachelor’s Degree in computer science or related field

• A minimum of 5 years’ experience

• Four or more years of experience with Windows (Win 7 or 10) Desktop administration, Apple OS X support, MS Office applications,

• Experience building desktops and laptops using imaging software or from OEM media

• Experience creating and maintaining desktop imaging (Sysprep, Imagex, UIU, Ghost or similar package)

• Experience with Active Directory, managing user accounts and passwords, and troubleshoot permissions issues

• Experience with enterprise endpoint management systems such as BigFix or Absolute Manage a strong plus