Description The Senior Modern Workplace Engineer will serve as the Subject Matter Expert for the purpose of desktop engineering and deploying client hardware and system solutions, as well as engineering the software deployment and update process.
The Senior Modern Workplace Engineer troubleshoots client software and hardware issues, implements and manages software and OS update systems, and integrates operating system deployment solutions for Enterprise-wide rollouts, upgrades, designs and manages baseline image creation for multiple hardware configurations.
Duties / Responsibilities:Enterprise Desktop Design and Management• Create optimized and secure baseline images and tailor to different hardware configurations as needed.
• Create and Support application packaging, deployments, documentation, and release controls.
• Proficiency utilizing scripting to maximize productivity of platform management, as well as for creating packages for patching and deployments.
• Maintain platform security and compliance to protect data, including desktop security patching and management of segmented desktop environment.
• Utilize standard enterprise tools to develop or deploy infrastructure hardware, software or other technical components.
• Provide preventative maintenance, troubleshooting and quickly resolve routine problems to ensure infrastructure stability.
• Manage, test, and pilot desktop hardware standards for the enterprise as the business need arises.
• Documents technical standards, policies, and procedures pertaining to areas of responsibility.
• Adhere to all GSF and IT policies and procedures.
• Collaborate with other global IT organizations to develop, implement, and influence standards and best practices.
Application Support• Provide Level 2 Application Support through escalated incident tickets from the Service Desk per defined Service Level Agreements (SLAs).
• Manage and monitor applications to ensure all components are functioning at appropriate levels.
• Provide support, training and assistance for all computer-related software systems to maximize efficiency & productivity of employees and business operations.
• Provide "new user" setup support.
Service Desk/Incident Management• Deliver excellent technical and non-technical support with outstanding customer service and user satisfaction in a timely manner.
• Provide Level 2 Service Desk support via phone, email or other entry channel.
• Create and maintain all technical documentation supporting the Service Desk along with developing training materials for the IT teams.
• Develop training materials and procedures or train users in the proper use of hardware or software.
• Participate in IT Team after-hours on-call on a rotational basis.
Additional Responsibilities• Other responsibilities and accountabilities may be assigned based on business and organization needs.
• Support for enterprise and business-related projects as required.
Travel Expectations• Some travel requirements (20%)
Minimum Qualifications• Education/Certification
• Two-year college required or applicable trade school or commensurate work experience.
Experience /Knowledge / Skills• Minimum 5 years IT experience in a geographically dispersed enterprise environment
• 3+ years experience with packaging/deploying operating systems and policies using tools such as SCCM, Intune, MDT, Admin Studio, WSUS, Active Directory and Group Policies.
• Advanced knowledge in the configuration of Microsoft Office suite of applications, Active Directory, scripting languages (e.g. PowerShell), and software deployment.
• Thorough working knowledge of desktop and laptop hardware and drivers.
• Extensive experience with the creation of Reference and Deployment images.
• Extensive experience with deploying and upgrading Operating Systems using SCCM and troubleshooting failed install/upgrades.
• Extensive Microsoft Windows client/server operating system expertise, including development of tailored images for Windows 11/Windows Server 2022+
• Driver identification and injection.
• Direct experience with Dell and Lenovo end-user hardware.
• Technical documentation skills.
• Strong analytical and customer service skills as well as excellent written and verbal communication skills.
• MDM Experience with Apple ecosystem (e.g. iPad's, MacBook's) and Zebra mobile compute devices.
Preferred Knowledge:- PowerShell Scripting (ability to write new scripts and modify/debug existing scripts).
- Familiarity with BitLocker and escrowing of the BitLocker key to a database.
- CompTIA Certifications or a secondary industry related certification.
- MDM expertise with Apple iPads/TVs (Meraki, JAMF, Mosyle, Apple Enterprise)
- Has defined, created and tested Group Policy updates for desktop OS.
Compensation Range: $125,000- $145,000
This role is hybrid/remote and will require in office 3 days/week.
