Desktop Engineer - Consultant

Guiding investors through complex global markets is a privilege as well as a responsibility—we share a strong sense of duty as we strive to go beyond the expected.

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• Perform on-site analysis, diagnosis, and resolution of complex infrastructure and workstation related issues for end-users
• Recommend and implement corrective solutions to ensure quick and accurate service delivery.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to meet deliver required desktop service levels
• Collaborate with internal and external technicians to ensure efficient operation of the company's workstation and server environment
• Administer and resolve issues with externally-developed applications
• Keep the server based, workstation, telecom, network equipment, and software updated to meet organizational standards and needs
• Maintain the company's server based, desktop/laptop computers, telecom, and network equipment to meet company policies and standards
• Receive and respond to incoming calls, pages, and/or e-mails regarding workstation or infrastructure related issues
• Perform moves, adds, and changes (MAC) requests as they are submitted by managers, while assisting in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations
• Participate in enterprise initiatives and projects as a project manager or as a team resource
• Take calls when necessary to ensure our customers have the quickest and best possible service

Functional Goals :

• Integrate and coordinate the activities of all Service Support Center groups of all affiliate locations
• Accelerate the maturation, deployment, and adaptation of the SharePoint system throughout the enterprise
• Plan and implement a managed system to integrate of user identity information throughout all enterprise information systems
• Serve as an information hub to route internal and external requests to the appropriate resource and follow the escalation structure when applicable
• Maintain an efficient and structured incident escalation process which minimizes resolution times and properly transfers issues to the most capable engineering resource
• Maintain and improve inventory management system for hardware, software and product licenses
• Maintain and improve current deployment of Microsoft Systems Center solutions as a solution for software deployment, patch management, desktop deployment and information intelligence
• Maintain and administer the ticket management system and attend training to improve functionality throughout the enterprise

• Bachelor's degree
• 3+ years of DNS, DHCP, Exchange and Active Directory technologies
• 3+ years of experience in Microsoft System Center Operations Manager and System Center Configuration Manager.
• Working knowledge of (incident tracking system) - Service Manager
• Minimum of 2-4 years of experience in a technology position with a broad knowledge of network, desktop, laptop and distributed server hardware and software.
• Minimum of two years of experience in an Call Center position

Skills, Knowledge and Abilities:

• Technical skills through understanding of Windows based PCs, peripherals and networking.
• Excellent understanding of Call Center operations - to address critical calls in a timely fashion.
• Excellent verbal and written communications skills with technical and non-technical staff and end-users.
• Excellent customer service skills, including empathic listening skills.
• Excellent follow up skills to see task through to resolution and communicate problem status to end users such as notification of completion, notification of delay and explaining rationale.

Knowledge in the following technologies:

Key Interfaces:

• IT Management
• IT service providers
• External Software vendors
• Applications development and support
• Architecture, Engineering and Planning
• End Users