Desktop Support Specialist II

4 weeks ago

Honolulu, Hawaii, United States CAI Full time
Job Summary
We are seeking a skilled Desktop Engineer to join our team at CAI. As a Desktop Engineer, you will be responsible for researching, analyzing, and evaluating future technology direction. This is a full-time, remote position.

Key Responsibilities
+ Serve as technical team lead on programs or projects assigned by management.
+ Research, analyze, evaluate, and provide recommendations to management on future technology direction.
+ Provide training, mentoring, consulting, and knowledge transfer to other engineering staff.
+ Work with the M&A team to configure, test, and deploy hardware configurations to new LPL team members.
+ Produce and maintain desktop standards, knowledge base, operating procedures, guidelines, and system documentation.
+ Manage and evaluate performance of the Desktop Engineering team.
+ Manage and ensure adherence of SLAs across the towers.
+ Develop and implement engineering standards and processes.
+ Troubleshoot hardware and application configurations as it relates to workstation performance and end-user experience.
+ Serve as an escalation point of contact with the primary focus on restoring services.
+ Package, test, and deploy system and application updates/patches to the end-user environment.
+ Build automation into daily processes to improve the ease of doing business.
+ Manage multiple end-user support and business-as-usual requests effectively.
+ Manage and maintain master images for all business units and consultants.
+ Ensure effective communication is maintained with executives, business leadership during a major incident.
+ Determine priorities for personnel to meet operational and project goals.
+ Recommend and implement improvements to desktop architecture and design.
+ Manage service escalation to resolution and identify continuous improvement opportunities as appropriate.
+ Keep the knowledge base and runbook for the team updated with new resolutions and processes appropriately.
+ Appropriately manage operations and conduct operational review meetings with customer stakeholders.
+ Act as an internal consultant and architect for IT Engineering and Operations Management.
+ Create, build, and update workstation images to have across all platforms in an enterprise setting.

Requirements
Required:
+ 5 years of professional work experience.
+ Experience supporting Telecom.
+ MDM, O365 troubleshooting, user management.
+ Knowledge of data communication and network concepts, principles, and fundamentals is required.
+ Relevant experience or strong aptitude for building or supporting data networks is required.
+ Proficiency with LAN, WAN/MAN, data center networks, or wireless networks is desired.
+ Attention to detail and the ability to multitask in a fast-paced environment to achieve business goals and objectives.
+ Fluent in computer literacy practices and procedures.
+ Experience with computing, topologies, scripting, and operating systems.
+ Fluent in a variety of programming languages, software, and systems.
+ Bachelor's or Graduate's Degree in computer engineering, computer science, engineering, or information systems, or equivalent experience.

Physical Demands
+ Ability to safely and successfully perform the essential job functions.
+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor.

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