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Windows Desktop Engineer

**The Job Location is: USA, remote **

Job Description:
Windows Desktop Engineers (WKE) will be part of the team, which participates in an exciting Domain Migration project with around 5,000 users across the United States. The WKE will be responsible for migrating and migration support of desktops and laptops to the new domain. The primary role of the WDE is to work with other IT support and subject matter experts. Therefore he undertakes the technical lead for troubleshooting highly complex peripheral equipment, telecommunications and network problems during the project. The position plays a primary role in supporting end user’s system and peripheral technical operations. It recommends changes to our desktop and laptop environment as it pertains to the supporting the general office and stations. Finally the creation or modification of desktop support processes for the Help Desk team belongs to the WDE’s area of responsibilities.

Responsibilities:
• Address user tickets regarding hardware, software and networking
• Walk customers through installing applications and computer peripherals
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet user needs
• Record technical issues and solutions in logs
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Report customer feedback and potential product requests
• Creates technical documentation and manuals
• Perform advanced desktop/laptop maintenance and troubleshooting
• Provide direct user contact for problem determination
• Escalate problems to tier II and management as required
• Manage systems, applications, and/or processes as directed
• Manager in deployment and re-deployment of desktops/laptops/monitors/phones/printers
• Maintain system security and adherence to corporate policies throughout environment
• Assist with Disaster Recovery and Business Continuity planning and implementation
• Assist with phone and email support
• Administer and troubleshoot Active Directory including User Accounts
• Perform desktop software installation and removal
• Perform backup and restore functions as it relates to imaging
• Install and maintain images
• Maintain server and system configuration records as it relates to end user
• Adhere to documented Change Management processes to protect the integrity of the production environment
• Engage in end user system administration support
• Manage ticket loads and ensure that response time SLAs are met
• Develop policies and procedures to establish and maintain consistency and process driven resolution to problems

Requirements:
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands-on experience with Windows 7 and Windows 10 OS environments
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote and Local troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• BSc in Computer Science or relevant field (Recent graduates welcomed as well)
• MCSE Preferred
• Associates or Bachelor’s Degree; or 5 years of related IT experience in lieu of degree
• Experience with Windows operating systems
• Experience preferred with Desktop and Laptop troubleshooting
• Familiarity with ITIL process and procedures
• Ability to work in a fast paced, “think on your feet” team environment
• Ability to work on your own without day to day supervision
• Ability to handle stressful environments
• Ability to prioritize tasks
• Through knowledge of Microsoft Office applications required
• Ability to troubleshoot PC/LAN problems over the phone
• Good work ethic and strong team player
• Excellent troubleshooting skill

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