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