REPORTS TO: Service Desk Manager
SUPERVISES: NIA
AUTHORITIES I RESPONSIBILITIES:The position of Desktop Engineer has the responsibility for the design, implementation, quality testing, and on-going maintenance of the enterprise desktop engineering activities that includes laptop, desktop, virtual I thin-client platforms and the respective applications hosted therein. The Desktop Engineer uses practical experience and working knowledge of industry standard tools, methods and techniques to package, test, and distribute applications as well as the creation of the business standard images. This position will work closely with the Service Desk Manager in desktop engineering related initiatives and serve as the highest-level support in resolving desktop issues.
- Create standard desktop configurations and automated software packages to ensure the enterprise desktop systems can be supported and patched using industry standard solution sets
- Assess current practice, research and recommend those vendor solutions that provide for efficient application software distribution, patch management, desktop security, remote support and other enterprise desktop tools and utilities
- Implement, document, and maintain desktop security standards as directed by the IT security policies
- Implement and maintain the comprehensive testing environment that will become the standard for evaluating desktop hardware, operating systems and hosted applications, service packs and patches, security configurations and image deployment
- Assist in the practice of IT Asset Management that includes the annual Microsoft EA Program "True Up" activities
- Develop reports for management on the audit analysis of desktop license, software and hardware compliance, operating systems and hosted application software distribution by location
- Monitor and evaluate desktop updates for subsequent deployment through Microsoft Windows Server Update Services
- Keep current with new and existing desktop management solutions available that relate to software distribution, inventory, monitoring, updates and ongoing maintenance to the organization's Windows desktop environment
- Serve as highest level support for all desktop related issues in keeping with the organization's incident and problem management escalation procedures
- Troubleshoot desktop-related issues in coordination with other members of the IT Technology groups and users, when necessary
- Perform Quality Assurance testing of packages, application configurations, images and configuration performance using manual and automated testing tools
- Setup, test, document, maintain and oversee of a stable computing environment for all desktop and laptop computers used in support of business processing requirements (e.g., management, remote control, and hardware/software inventory). Perform analytical technical and administrative work in the planning, design and installation of new and existing user computer systems.
- Develop and institutionalize standard operating procedures and maintain a strong documentation library
- Provide guidance and training to members of the team.
QUALIFICATIONS/ KNOWLEDGE/ EXPERIENCE:- B.A./B.S. and I or 10 years of relevant IT work experience
- Minimum of 5 years most recent experience working in capacity as desktop/systems engineer of a company comprised of 1000+ computer users
- Minimum of 5 years most recent experience developing, testing, implementing and maintaining desktop imaging, packaging and deployment solutions in a distributed environment
- Minimum of 1 year experience with management of Windows 7 Enterprise Operating
- System in a Distributed Enterprise Environment
- Experience in leading and implementing desktop engineering related projects
- Certification as or working knowledge of ITIL V3 Foundations preferred
- Knowledge of Asset, Change and Release Management Processes required
- Accomplishes tasks without supervision, and takes ownership of assigned projects and areas of responsibility
- Working knowledge and understanding of Microsoft Active Directory and Group
- Policy implementation required
- Broad expertise configuring and troubleshooting a wide range of desktop software and components, including MS Office and productivity applications, Anti-Virus and systems management components, and various enterprise client components
- Expert knowledge of Microsoft Windows Operating Systems such as XP and Windows 7 Enterprise
- Experience with Windows security model, including NTFS file system, User Rights, Services, and Active Directory objects
- Technical knowledge and understanding of software packaging technologies such as MSI and others
- Technical knowledge and understanding of scripting technologies such as VBS and CMD/Batch
- Technical knowledge and understanding of imaging technologies such as Ghost and Sysprep
- Technical knowledge and understanding of Windows XP configuration management and security aspects
- Experience with Microsoft Deployment Tool required
- Experience with Microsoft Systems Center Configuration Management Server preferred
- Technical knowledge and understanding of Windows Server Update Service
- Technical knowledge and understanding of automated and manual testing methods and tools
- Experience with virtual desktop infrastructure solutions such as VMware View preferred
- Knowledge of server virtualization technologies focusing on VMWare/ESX preferred
- Experience with Citrix and related thin client technologies preferred
- Self-motivated, with the ability to work in both a team environment and individually
- Ability to apply the principles of analytical and critical thinking skills and other professional practices to diagnose or define problems, collect data and solve abstract problems with widespread unit or organization impact
- Able to effectively prioritize tasks in a high-pressure environment
- Experience working in a team-oriented, collaborative environment
- Highly self-motivated and directed, with keen attention to detail
- Ability to present ideas in user-friendly language.
TOOLS: Microsoft WSUS, Virus Protection Utilities, Dell Open Manage, Microsoft Office including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft Outlook), System Monitoring and Analysis Tools, Help Desk Ticketing Systems, Online Project Management System, Software Distribution Tools such as SCCM, Sysprep, Windows PE and others as required.
DIRECTION EXERCISED: N/ADISCRETION EXERCISED: Work within Austal standards at the direction of the IT Manager
LIAISES WITH: IT Staff, End Users and External Technical Support
ADDITIONAL GUIDELINES: Candidates must meet the following employment eligibility guidelines to be considered for employment with Austal USA:
- 18 years of age or older at time of application
- Able to provide proof of US Person Status
- No felony convictions of Theft/Deception or Violent crimes within seven years from disposition date
- No felony convictions of Drug crimes within three years from disposition date
- Willing to submit to a drug screen
- Willing to submit to a background check
