IT Support Technician / Desktop Engineer

The Desktop Engineer is part of a team of IT professionals who provide in-house technical hardware and software support for over 1000 associates nationwide across over 30 locations. This position has technical knowledge, customer service and documentation/communication skills. The qualified candidate actively seeks out ways to improve processes and productivity and make recommendations to support an organization scaling at a rapid pace.

Responsibilities

Technical Duties

• Assist with identifying and implementing operational improvements, enhancements, and system customizations that meet business requirements
• Monitor and troubleshoot daily system event logs across core infrastructure
• Liaise with infrastructure and/or software engineering teams to restore service and/or identify and correct core problems
• Participate in efforts to develop and execute testing, training and documentation
• Configure, test, and maintain Powershell scripts (programming)
• Program automation tools to reduce manual processes.
• Participate in service desk duties supporting Mansfield Energy with an emphasis on usability, quality, performance and maintainability
• Hands on configuration and customization in multiple platforms including the ability to develop, maintain, create, and improve workflows, procedures, etc.
• Deploy hardware and software utilizing InTune
• Maintain user accounts, access privileges and security using Active Directory

Customer Service

• Provide after-hours and weekend on-call support (off-hours support), as assigned, on a rotating basis
• Achieve metrics in support of service level agreements, client satisfaction surveys and completed incidents/problems/requests
• Proactively reduce incidents by analyzing documented resolutions

Documentation/Communication

• Post software updates, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution
• Communicate company IT policies and standards
• Alert management to emerging trends in incidents
• Maintain a current knowledge of emerging products, services, protocols, and standards in support of Mansfield Energy

Position Requirements

Formal Education & Certifications

• College diploma or university degree in the field of computer science and/or 1 plus years of equivalent IT experience
• ITIL Certification preferred

Knowledge & Experience

• Intermediate level knowledge in Microsoft Windows and Microsoft Office Suite (msi and O365)
• Skills in desktop and VDI configuration and troubleshooting
• Experience with Microsoft Server and Active Directory
• Working understanding of SFTP, VPN, RDP/VDI and SCOM
• * Basic knowledge of current network hardware, protocols, and standards required
• Microsoft products including, Sway, Teams, OneDrive for Business, Visio, SharePoint, Azure, Exchange, Dynamics, Intune, ADFS, Power BI and SQL
• Adobe Creative Suite
• VMWare vSphere and Horizon
• iOS and Android
• Support automation with Python coding

Qualifications & Characteristics

• The ideal candidate is passionate about their craft, preferably having an interest in learning new technologies, practices and techniques
• Strong listening and communication skills (written and verbal), including the ability to communicate effectively with non-technical customers
• Willingness and demonstrated ability to learn new career skills
• Ability to collaborate well with both internal groups and external partners and thrive in an agile environment

Work Environment

• 40-hour on-site work week
• Provide after-hours and weekend on-call support for high-priority issues for one week at a time every three weeks.
• Ability to be on your feet working throughout the office for the majority of your workday
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components
• Lifting and transporting of moderately heavy objects, such as computers and peripherals 60lbs
• Ability to travel occasionally and go to remote sites to handle support issues
• Valid driver's license

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.