SCCM / MECM Desktop Engineer

Due to continued growth

we are adding a new SCCM/MECM Desktop Engineer to our Worthington Steel business. We are seeking a seasoned Desktop Engineer to handle escalated technical issues. This role provides assistance using a variety of platforms as well as on-site support as needed to support both the corporate and manufacturing environments. This role will analyze issues based on details provided by the internal client as well as Tier 1 and 2 representatives to search issues and identify and implement an appropriate solution. ** This role will require someone with prior advanced skills in SCCM/ MECM to lead the team in this area. Strong experience in SCCM / MECM is required. Desired experience with Intune. This will be a hybrid role with a flexible schedule.

Responsibilities:

• Works in a professional
  
  friendly
  
  and timely manner over all appropriate communication channels (phone
  
  in person/onsite
  
  email
  
  Teams etc.) when performing work
• Leverage the best practices of voice of customer
  
  emotional intelligence
  
  and empathy in the spirit of Worthington Industries' Philosophy to deliver exemplary service.
• Accurately captures all information from end users to assess what is needed (i.e. work required/by when
  
  issues/symptoms
  
  etc.)
• Provide final point of escalation for the most difficult support cases
• Provide implementation support and/or lead projects
• Provides work direction
  
  problem resolution
  
  and training to other technical support personnel
• Maintain detailed product knowledge of all supported products and solutions in order to support all aspects of the business
• Troubleshoots and performs proper root cause analysis for all issues. Provides accurate diagnosis and resolution for all issues. Accurately identifies and implements work for service requests.
• Completes all required system documentation (ticketing system
  
  knowledge base
  
  project documents
  
  etc.) in a timely manner
• Provides accurate estimates of work (tasks
  
  hours
  
  etc.) and reports status of work in a timely manner. Properly builds and manages work plan to accommodate planned and unplanned work. Works with others (end users
  
  team
  
  etc.) to schedule and coordinate time to perform work.
• Performs in a continuous improvement mode (constantly look for ways to operate more efficiently and effectively; and apply change). Informs Manager of recurring issues
• Ability to physically move and install computing equipment in an office and manufacturing setting
• Ability to learn and provide basic level of support for ERP
  
  CAD
  
  other and business systems (before escalating to application support/SMEs)
• Requires after hours support if needed (on-call
  
  projects
  
  issues resolution)
• Other duties as assigned

• Microsoft Endpoint Configuration Manager
  
  SCCM
  
  Intune
• Advanced knowledge of Microsoft 365 services
  
  including
  
  but not limited to Microsoft 365
  
  Exchange Online
  
  Microsoft Azure
  
  Microsoft Azure Active Directory
  
  SharePoint
  
  OneDrive.
• Strong interpersonal skills
  
  including teamwork and team building as well as strong analytical
  
  written
  
  and verbal communication skills
• 3-5+ years in end user support experience as a Tier-3 resource in a structured work environment
• Excellent time management and organizational skills. Proven ability to handle multiple and changing priorities
• Certifications are preferred
  
  like A+
  
  CompTIA
  
  ITIL
  
  Microsoft certifications
• Advanced knowledge of Microsoft Desktop Operating Systems and advanced knowledge of computer hardware
• Active Directory and Group Policy management

• Operating System Deployment (OSD) and packaging
  
  testing
  
  deploying required applications
  
  imaging
  
  configuring
  
  and deploying Windows PCs
• Troubleshooting
  
  diagnosing
  
  and resolving end user issues
• Basic computing security like password resets
  
  malware
  
  access control
  
  Email filtering
  
  firewall
  
  encryption
  
  data loss prevention
  
  etc.
• Basic networking (wiring
  
  wireless
  
  ports
  
  switches
  
  routers
  
  access points
  
  etc.)
• Productivity and collaboration platforms like Microsoft Office
  
  Office 365
  
  and Microsoft Teams
• ITIL (highly preferred)
  
  as well as root cause analysis techniques
• Advanced knowledge of Windows Server (2012 R2
  
  & 2016,2019)
  
  System Center
  
  Active Directory
  
  DHCP
  
  DNS
  
  Group Policy
  
  DFS
  
  File/Print services
  
  and certificate services
• Scripting
  
  like Microsoft PowerShell
  
  and scripting best practices and understanding of the OSI model

• Health
  
  Dental
  
  and Vision insurance that starts on your first day Employer HSA contribution ($1,000/single or $2,000/family)
• 401(K) Match + Employer contribution
• Tuition assistance for continuing or career-related education
• As Our Philosophy states: People are our most important asset. Ample opportunity for career growth- we promote from within
• Employee Assistance Program
• Flexible Work Schedule
• Quarterly profit sharing (with no cap)