Principal Service Management Engineer

2 months ago

Saint Louis, United States Delta Dental of Missouri Full time
Job DescriptionJob Description

Are you an experienced IT support professional with a passion for technology and exceptional customer service? We are seeking a Help Desk Principal to lead our IT support efforts and ensure seamless operations. If you have expertise in Microsoft Intune, VMware, VMware Horizon, Office 365, and Microsoft Server environments, we want to hear from you

Responsibilities

  • Provide senior-level technical support and troubleshooting for end users with hardware, software, and network issues.
  • Utilize expertise in Microsoft Intune to manage and support mobile device management (MDM) solutions, including device enrollment, policy management, and application deployment.
  • Administer VMware environments, including VMware Horizon, to ensure smooth operation and efficient virtual desktop infrastructure (VDI) deployment and management.
  • Manage and maintain Office 365 applications and services, including Exchange Online, SharePoint Online, Teams, and OneDrive.
  • Configure, deploy, and maintain Microsoft Server environments, ensuring high availability, security, and performance.
  • Collaborate with IT teams to implement and support IT infrastructure projects and initiatives.
  • Document support processes, procedures, and resolutions for knowledge base and training purposes.
  • Mentor junior team members and provide technical guidance and training as needed.
  • Monitor system performance, identify potential issues, and implement proactive measures to prevent downtime.
  • Stay up to date with emerging technologies and industry trends to recommend and implement improvements.
  • Proven subscription to the company's core values of integrity, trust and respect, innovation, stewardship, excellence, and celebration.

Education, Skills, Personal Attributes, and Experience Required

  • Associate's degree in computer science, Information Technology, or related field; or equivalent work experience.
  • Minimum of 5 years of experience in a Senior Help Desk or IT support role.
  • Expertise in Microsoft Intune for managing mobile devices and applications.
  • Proficiency in VMware and VMware Horizon for virtual desktop infrastructure (VDI) management.
  • In-depth knowledge of Office 365 suite administration and configuration.
  • Strong understanding of Microsoft Server operating systems and services (e.g., Active Directory, DNS, DHCP).
  • Excellent troubleshooting skills and the ability to diagnose and resolve complex technical issues.
  • Proven ability to prioritize tasks and manage time effectively in a fast-paced environment.
  • Strong interpersonal and communication skills with a customer-focused attitude.
  • Ability to work independently and as part of a team.

Preferred Qualifications

  • Certifications such as Microsoft Certified: Modern Desktop Administrator Associate, VMware Certified Professional (VCP), or equivalent.
  • Experience with cloud computing platforms (e.g., Azure, AWS) and hybrid cloud environments.
  • Familiarity with ITIL framework and best practices in IT service management.
  • Experience with cybersecurity principles and practices.

Work Conditions

General office working conditions which may require sitting for extended periods of time.

Physical Requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Specific vision abilities require the ability to focus distant and near objects clearly. While performing the duties of this job, the employee is regularly required to sit, talk, and hear. The employee is frequently required to use hands and arms to handle, feel, and reach as well as operate a personal computer.


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