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Desktop Engineer

4 weeks ago

Oakland, United States Talantage, LLC Full time
Job DescriptionJob DescriptionJob Title:  Desktop EngineerPosition Summary
Under supervision, the Desktop Engineer provides end-users guidance and first-level problem-determination support. The Desktop Engineer will act as the primary contact with the end user for preventive care of computer and printer-related issues.ESSENTIAL FUNCTIONS
  • Acts as the initial point of contact providing technical support to Remote/Field users for all computer and system-related concerns from clients or other employees;
  • Diagnoses and troubleshoot technical issues through diagnostic techniques; account setup, and network configuration with printers/devices;
  • Effectively communicates complex information to users while walking them through the problem-solving process;
  • Escalates unresolved issues to appropriate internal teams; Maintains Asset Tracking System while tracking customer service requests and support cases through the ticketing system;
  • Tracks computer system issues through to resolution within agreed time limits;
  • Setup and configure new or existing user accounts in Active Directory and O365, and manage password resets;
  • Manage and support all company-owned wireless assets, including cellphones, smartphones, tablets, and mobile wireless data devices, as well as aid with Video Conferencing;
  • Disassembles moves, and reassembles computer equipment and peripherals for relocation requests by Central Office and Field/Remote Site users;
  • Conducts job responsibilities in accordance with IT policies and procedures and applicable professional standards;
  • Implements security controls and performs security audits utilizing industry standard best practices (such as ISO 27001 and DOJ-CJIS);
  • Maintain documentation on infrastructure, applications, and associated processes;
  • Inventory control for the assets under the responsibilities of the Desktop Engineer/ Service Desk;
  • Document Services Desk standards and other required information;
  • Develops and documents instructions and guidelines to perform the functions assigned and user-facing documentation;
  • Managing the invoices and support agreements for services, software, and hardware equipment that support your area’s domain of support;
  • Responsible for the processing of invoices in your support domain;
  • Implement security controls and performs security audits utilizing industry standard best practices (such as ISO 27001 and DOJ-CJIS);
  • Assists technical leadership in the development and creation of architectural decisions and system processes;
  • Inventory control for the assets under the responsibilities of the IT Services Desk Manager;
  • Input in the development of the IT Budget;
  • Performs scheduled system maintenance and/or updates within a set timeframe; including addressing and resolving critical incidents that may occur after business hours;
  • Performs other duties as assigned.
 MARGINAL FUNCTIONSPerforms other related duties as required.
 MINIMUM QUALIFICATIONS
  • Graduation from an accredited college or university with a bachelor's degree in computer science, information technology or related field and two (2) years related work experience, including one (1) year of hands-on desktop and network support.OR:
  • Graduation from an accredited college of university with a bachelor's degree in computer science, information technology, or related field, and two (2) years related work experience, including three years (3) of experience in helpdesk support.
OTHER REQUIREMENTS
A valid CA driver's license. May be required to work after-hours maintenance windows and participate in on-call rotation.KNOWLEDGE AND ABILITIES
Knowledge of: MS Active Directory, Windows O/S including server; MS Exchange, Apple iOS, Android, Mobile Device Management, Data, Office365 productivity and tools, and telecom communications infrastructure and equipment.

Ability to: Ability to think critically, gather and apply data-driven solutions, provide exceptional customer service, strong written and verbal communication skills, multi-task, manage time efficiently, organize unstructured systems, apply a natural curiosity for learning new technologies, prioritize multiple concurrent tasks, demonstrate emotional intelligence in a diverse, multicultural work environment. ; Ability to lift and/or move 50 pounds; willingness to connect desktop workstations, peripherals, and cabling; inform and train users in equipment or software operation.

Talantage, LLC is committed to presenting candidates that contribute to an organizations culture of inclusivity and its commitment to diversity in the workplace are demonstrated through our recruitment practices.  We are proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, or veteran status.  Our equal opportunity employment efforts comply with all applicable U.S. state and federal laws governing non-discrimination in employment.

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