Desktop Engineer

Please note that Jackson Walker is not currently accepting search firm submissions in connection with this opening.

Desktop Engineer

FLSA Status: Non-Exempt

Department: IT

Reports To: Service Desk Manager

Position Summary: Responsible for supporting end-user technology in a fast-paced professional environment. Responsible for the imaging, configuration, management, and maintenance of approved equipment, peripherals and software applications to support end-user environment. Responsible to maintain asset life-cycle management through accurate, complete and up-to-date inventory records detailing all technology equipment owned by the firm. Responsible for managing, maintaining, documenting and implementing assigned software applications. Responsible for issue resolution, trend identification, customer and departmental technology advocacy, and maintenance of firm assets.

Essential Duties & Responsibilities: Specific duties of this position include, but are not limited to:

• Providing outstanding, customer-focused technology support
• Technical troubleshooting, analysis, diagnostics and problem-solving skills as pertains to technology hardware and software
• Testing, learning, and deploying new and upgraded software packages
• Monitoring and troubleshooting problems with desktop operating systems, hardware, driver and software applications
• Responsible for imaging computer devices with the current firm image, as well as keeping firmware and drivers up-to-date
• Providing technical coaching and mentoring to Service Desk, and assist colleagues in the resolution of support issues
• Leading or participating in special projects and serving on manager appointed task force teams
• Contributing articles to the departmental Knowledge Base and other user education publications (e.g., FAQ Bulletins, Bulletin Board Tips, instruction sheets, etc.)
• Acting as a SME (Subject Matter Expert) on assigned applications, processes and hardware
• Assisting with customer support on the Service Desk when needed
• Attending training sessions to further knowledge of firm software and processes
• Leading or assisting in training workshops for end-users or Service Desk colleagues
• Developing and maintaining competent knowledge of supported applications, relevant products, current support policies, and methods of support delivery
• Creating clear and concise technical documentation
• Maintaining inventory control of critical operating supplies, and initiating equipment maintenance and calibration internally or through approved vendors
• Providing high quality and details in incident tickets to ensure all logs and tracking tools are used properly at all times
• Conducting or assisting in the analysis of end-user issues/complaints and assists with the delivery of an appropriate remediation and response
• Assisting with caller inquiries regarding desktop applications, configurations and how-to questions, dispatching tickets accordingly
• Maintaining standards of performance, implementing and gaining compliance with operating policies, procedures, and best practices, and ensuring the Customer’s expectations for quality, service and timeliness are met or excee