About the Job

The Desktop Engineer I will work together with the Desktop Engineering team and the Service Desk to solve technical problems and ensure all computers; network connections and software are functioning smoothly for the business. The engineer will ensure that all systems are up to date with security fixes and patches. The desktop engineer will work with management to perform system changes and adhere to FMI organizational policies.

Key Responsibilities

• Provide technical leadership in the design, automation, improvement, and maintenance the Windows/Mac Desktop environment
• Inspires, mentors and trains other members of the Desktop Engineering team, as well as technicians on the Service Desk
• Patching OS and Software for all corporate endpoints
• Participates in strategy planning discussions with technical, business, and client partners
• Create and maintain endpoint images and build new systems with standard imaging process. Responsible for process and procedures for image build and support checklist
• Responsible for addressing gaps in desktop support workflows
• Oversees desktop related workflows for quality and efficiency 
• Create and maintain automated deployments and working on software version updates
• Develop software installation scripts and provide code review for complex software installations
• Develop/implement firm-wide downloads for firm supported programs
• Follow organization security policies and best practices
• Assist the Service Desk in advanced level software installation package distribution troubleshooting
• Design, implement and configure the COTS software needed to support our enterprise SCCM current Branch infrastructure
• Update/Create documentation as needed (user guides, admin guides, knowledge base articles, FAQs, quick reference guides)
• Create standard operating procedures on all solutions implemented
• Providing user support and guidance
• Research, evaluate, and remain current on emerging tools, techniques, and IT technologies
• Work closely with client to perform technical and requirements analysis
• Working effectively in a collaborative and innovative team-oriented environment
• Clearly communicates and sets expectations of all developer tasks
• Closely work with multiple groups to review work and to remove impediments/roadblocks
• Provide world class customer service to internal teams and end users customers
• Provides weekly statuses & estimates of all priority and non-priority projects along with recommended scope or schedule changes based on capacity and unforeseen challenges
• Coordinates and Supports application deployments
• Provides technical support including participation in on call rotation
• Develop and maintain Enterprise Software and Hardware Catalog
• Design and facilitate reporting for auditing, leadership requests, hardware/software refresh
• Participate in hardware purchasing discussions and make recommendations

Technical Expertise

• Proficient with Enterprise Desktop Tools
• Demonstrates mastery with 1st and 2nd level desktop support

Scope of Control

• Project based work (70%) 
• Tickets (15%) 
• Service Desk Consulting (15%)

Qualifications:

Basic Qualifications:

Education & Experience:

•  Bachelor’s Degree in Computer Science, Software Engineering, Management Information Systems or a related field with 4+ years of experience in an IT support engineering function

 OR

•  High School Diploma/GED/Associates Degree with 12+ years of experience in an IT support engineering function

Preferred Qualifications:

• Experience and strong knowledge of IT Service Management processes 

• Experience in the IT Infrastructure Library (ITIL) processes and working knowledge of

 IT operations and architecture 

• Proven track record of delivering results and introducing key ITIL disciplines and

 practical project management techniques to programs 

• Knowledge of the following: JAMF, SCCM, Systems Management Platforms, ITIL, 

ServiceNow, Active Directory, Office 365, Firewall, CISCO switches 

• Experience with integrations into ServiceNow 

• Experience: 

• In a Desktop Engineering role in a Service Desk 
• Deploying technology solutions utilized by a global enterprise 
• In a high-availability, on-call environment 
• with Azure, AWS and other Cloud based Iaas, Saas, and PaaS providers 

• Awareness of regulatory compliance (SOX, FDA) and role of systems in 

supporting compliance 

• Entrepreneurial mindset with a bias for action and ability to deal with rapidly changing

 environments 

• Understanding of business strategy and metrics 

• Exceptional verbal and written communication skills with a demonstrated ability to 

navigate a complex organization

• Excellent organization and multi-tasking skills 

• Agreement to maintain confidentiality as it pertains to sensitive company, employee,

 and proprietary data and information 

• Customer-focused mindset 

• Proves to have strong ethical decision-making skills 

• A value-centric approach, history of assessing requests from a value delivery perspective 

• Understanding of HIPAA and the importance of patient data privacy 

• Commitment to reflect FMI’s values: passion, patients, innovation, and collaboration 

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