Windows Desktop Engineer

3 days ago

Annapolis, Maryland, United States EMTAK LLC Full time
Job Title: Windows Desktop Engineer

We are seeking a highly skilled Windows Desktop Engineer to join our team at EMTAK LLC. As a key member of our IT department, you will be responsible for providing advanced technical support for Windows desktop issues, ensuring the stability, security, and performance of Windows desktop systems, and collaborating with cross-functional IT teams on projects.

Key Responsibilities:
  • Provide third-level support for Windows desktop issues escalated from Tier 1 and Tier 2 support teams.
  • Diagnose and resolve complex hardware and software problems.
  • Perform root cause analysis for recurring issues and implement permanent fixes.
  • Ensure the stability, security, and performance of Windows desktop systems.
  • Apply patches, updates, and configuration changes to maintain compliance and security standards.
  • Manage and resolve high-priority incidents and problems within SLAs.
  • Document resolutions and create knowledge base articles to improve future support processes.
  • Collaborate with cross-functional IT teams on projects, providing expertise on Windows desktop environments.
  • Assist in the design and implementation of new technologies and solutions.
  • Participate in planning and execution of system upgrades and migrations.
  • Provide guidance and training to Tier 1 and Tier 2 support staff.
  • Assist end-users with complex technical issues and provide advanced troubleshooting.
  • Maintain accurate and up-to-date documentation of system configurations, procedures, and support issues.
  • Generate reports on system performance, incident resolution, and other metrics as required.

This role may require occasional evening or weekend work to perform maintenance or resolve critical issues. On-call support may be required.

Mandatory Skills:
  • Advanced troubleshooting skills and ability to diagnose complex issues.
  • Excellent communication and interpersonal skills.
  • Experience with endpoint security solutions.
  • Experience with scripting and automation (e.g., PowerShell).
  • Experience with system imaging, deployment, and management tools (SCCM, MDT).
  • Familiarity with cloud services and integration (e.g., Microsoft Azure).
  • Knowledge of ITIL framework and best practices.
  • Proficiency with Active Directory, Group Policy, and network configurations.
  • Strong documentation and organizational skills.
  • Strong understanding of hardware components, peripheral devices, and drivers.
  • Windows operating systems (Windows 10, Windows 11) and related technologies.

Required qualifications include a Bachelor's degree and 15 years of experience, or an equivalent combination of education and experience. CompTIA Security+ CE certification is also required.

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