Desktop engineer job description

As an engineer on the desktop support team
,
you'll work in a dynamic environment supporting our clients. You'll have the opportunity to utilize technical skills and continue to learn new ones.


What you'll do at Insight:


Provide day to day support for a desktop support team, complete operations tasks, and provide level 3 technical support. Support the implementation and ongoing operations of 6,000+ desktops, Citrix environment and basic network tasks. Work collaboratively across a variety of business units to implement new technology and support existing technologies. Build and configure solutions in the development, test, and production environment; including documenting the processes, infrastructure, and design. Manage problems, maintain vendor relationships, and assist with vendor escalation and issue resolution. Facilitate device imaging and the refresh of desktop devices as needed.
What you'll need to join Insight:


Experience with:
PowerShell for automation Windows 7/10 support Microsoft Office 2013, 2016, and O365 support Remote desktop support Ticket tracking systems Troubleshooting and data retrieval on various systems
Capacity to learn to support a large number of the customer's in-house, proprietary programs from installation to troubleshooting.
Capable of researching problems, determining solutions, and creating procedures to prevent repeat of issues.
Ability to develop reports for organization management, regulatory agencies, and audit firms on a recurring and as-needed basis.
Willingness to occasionally work outside of normal business hours.
Ability to multitask with strong organization and time management skills.
Must be able to respond effectively to inquiries or complaints within a timely fashion.
Ensure strict adherence with all departmental Standard Operating Procedures and processes including escalation of concerns to peers and management.

Other Pertinent Information:

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Moderate noise (i.e. business office with computers, phone, and printers, light traffic). Ability to work in a confined area. Ability to sit at a computer terminal for an extended period of time.
The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to: stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop and kneel. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus due to computer work. Moderate lifting is required.
Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Memphis || Tennessee (US-TN) || United States (US) || IT Infrastructure & Support || None || US - Memphis, TN; Remote ||


Nearest Major Market:
Memphis

Job Segment:
Technical Support, Engineer, Technology, Engineering

Under general supervision and according to established policies and procedures, the Desktop Engineer position provides enterprise clients technical leadership in the design, engineering, implementation and day-to-day operations of desktop solutions and related technologies. Responsible for the Firm's desktop computing environment, ensuring hardware and software is maintained and provides the best experience to all end users. The Desktop Engineer is also involved with extensive team and customer interaction, provides on-site and remote technical support in the resolution of escalated issues, maintaining positive contact with attorneys and support staff and observing confidentiality of personnel and Firm matters.
Essential Duties and Responsibilities:


Providing on-site and remote escalation support for all datacenter, desktop and mobile environments in a 24/7/365 environment. Maintaining a multi-site Microsoft System Center Configuration Manager infrastructure. Deploying, inventory and compliance reporting of all systems, applications, and patches. Advanced troubleshooting of multi-tier virtual/physical systems, applications and patches. Identifying bugs and deficiencies in client management tools or processes, planning for and successfully implementing steps to remediate. Maintaining meticulous documentation of all managed systems, deployment processes, software configurations, packaging procedures, imaging processes, QA testing and other desktop and application-related processes. Collaborating with other teams including Support, Infrastructure, Security and other related groups. Enforcing procedures as they relate to technical change management, patch management and core systems monitoring. Use of the Firm ticketing system to process, update and resolve incoming service and change requests. Working to achieve a balance between system performance and stability and end-user convenience, ergonomics and usability.



Knowledge, Skills, and Abilities Required:


Application packaging of various formats (EXE, MSI, MSIX), preferably using Flexera InstallShield. Proficient with PowerShell, familiar with VBScript and BATCH scripting languages. Strong knowledge of Active Directory, Group Policy, PKI, DNS and DHCP. Experience supporting Dell, Lenovo, HP and Apple hardware and Windows/Mac operating systems in physical and virtual environments (VMware and Hyper-V). Experience with custom reporting and queries (SQL, SSRS, PowerBI) for SCCM. Experience with Ivanti User Workspace Manager or similar profile management tools. Creation and maintenance of reference images, dynamic zero-touch bare-metal and upgrade task sequences and driver management. Strong knowledge of Microsoft Windows 10, Microsoft Office (2016/2019/365) (MSI and C2R). Strong working knowledge of legal applications such as iManage DeskSite, CarpeDiem, Elite, Workshare, Litera, etc. strongly preferred. Mastery of computer networking, application interoperability, and operating system concepts. Ability to work independently and as part of a team in carrying out sensitive and time-critical projects. Excellent written and verbal communication skills, including the ability to communicate technical concepts to technical and non-technical users. Must be a team-oriented person who can share information, goals, opportunities, successes and failures with the appropriate parties. Thorough understanding of the sensitivity of the Firm's data systems and information and the importance of fast, reliable, simple access to all of the Firm's key systems. Ability to multi-task, organize and prioritize numerous tasks and complete them in a timely manner. Ability to work efficiently in fast-paced, highly-pressured environment, performing well under deadlines. Meticulous organizational skills. Ability to think independently and apply good judgment.



Education and Experience:


Bachelor's degree in Computer Science and/or Information Systems or equivalent experience required. Minimum five years of IT experience focused on desktop management and legal applications management. Project Management experience preferred.



Working Conditions:


Normal office environment with little exposure to excessive noise, dust, temperature, etc. Full C-19 Vaccination is required unless otherwise permitted by law.

Our people create our best Plexus.

WHO WE ARE

We're a global team of over 19,000 engineering, manufacturing, supply chain and aftermarket service experts who partner with customers to bring their products to life through inspired innovation and world-class customer service.

We are passionate about innovating, creating and delivering products that change people's lives. From surgical devices and health monitors to warehouse robotics and space products, we partner with our customers to help create the products that build a better world.

Whether you're looking to start, make a change or advance your career, find your path at Plexus Corp. and leave your mark on the world.

WHY WE LOVE IT

Engaging and challenging projects that fulfill and develop you. People that inspire and empower you to realize your full potential. Leadership and development programs to support your career goals. A workplace centered on inclusion and collaboration. At Plexus, we're at our best when opportunities are met with passion, open communication and teamwork.

HOW YOU WILL DO IT

Purpose Statement: Desktop Administrators are responsible for providing IT service excellence for our internal customers as well as management of site computing equipment, including but not limited to laptops, desktops, thin clients, printers, and computer interfaces to equipment as applicable.

Key Job Accountabilities:
Manages problem tickets and provide customers with timely feedback on status. Provide assistance with issue escalation and resolution.Alignment with and adherence to global IT policies and standards.Ensure effective lifecycle management of computing devices, equipment, and related software inventory tracking.Follow established change management policies and procedures to test and implement system updates, modifications, and/or deletions.Use lean concepts, leveraging metrics and experience, to drive improvement into process and solutions within span of control. Drive root cause analysis and corrective actions.

Additional Accountabilities:
Demonstrate a high level of customer service, providing support through both electronic and in person interactions, insuring internal customer satisfaction.Demonstrate ability to analyze technology issues. Apply standard procedures and documented techniques to resolve issues in an efficient and timely manner.Communicate project issues and status accurately and in a timely manner to team leaders, project managers, and directly to the customer as appropriate.Lead the creation of documentation to enable future support and corrective resolution for newly discovered “root cause” and “systemic” issues.Ensure consistent loading of software packages, operating systems and specialized packages through established processes.Actively participate and collaborate with peers within the global IT organization.Minimal travel may be required to meet the needs of the business (estimated <10%).Additional duties as assigned.

Education/Experience Qualifications:
A minimum of an Associate's degree is required; a Bachelor's degree in Information Technology is preferred.Two to four (2-4) years of related experience is required; Two to four (2-4) years of related experience is preferred.

An equivalent combination of education and experience sufficient to successfully perform the key job accountabilities may be considered.
Other Qualifications:
Intermediate level computer skills Intermediate level decision making and problem solving skills Intermediate verbal and written communication skills Ability to write detailed correspondence, journal task progress, problem resolutions, and technical procedures Ability to effectively present information verbally in one-on-one and small group situations to customers, clients, and other employees of the organization General office equipment and materials

Work Environment:
The work setting should consist of an office environment with suitable lighting, comfortable temperatures, and a low noise level.

This document does not represent a contract of employment and is not intended to capture every possible assignment the incumbent could be asked to perform.
Some offers of employment are contingent upon successfully passing a drug screen and upon completion of a confidentiality agreement.Our Values and How We Lead behaviors guide our processes. Plexus does not make employment decisions based on race, color, religion, national origin, sexual orientation, gender identity, disability, or veteran status. We are proud to be an Equal Opportunity Employer (EOE) and encourage all to apply today!Globally, our policy is to recruit people from wide and diverse backgrounds. However, our company does not typically undertake sponsorship, including for H-1B, TN, and other nonimmigrant visas. Additionally, certain positions require access to controlled goods and technologies subject to the International Traffic in Arms Regulations (ITAR) or Export Administration Regulations (EAR). Applicants for these positions may need to be “U.S. persons.” “U.S. persons” are generally defined as U.S. citizens, nationals, lawful permanent residents (or, green card holders), individuals granted asylum, and individuals admitted as refugees.