Job Description:
Desktop Engineers are responsible for providing level 2 & 3 support by responding to, evaluating, and prioritizing incoming IT support requests to the IT service desk by internal end users in a flexible, fast paced and growing, but very customer focused environmentsoftware issues affecting end user technology devices including Dell/Apple/Microsoft desktops/laptops, iPhones, Android, Zoom VC, and Cisco VoIP phones.  Follows-up on any open incidents, escalates to Sr. IT team members (when appropriate), to ensure all SLAs are met and incidents are resolved in a short time frame.  Ability to be dynamic and reactive as well as creating and driving process to increase IT efficiency, drive pro-activeness, and educate end users on how best utilize the technology provided.
Responsibilities: 
o    Troubleshoot to resolution Windows 7/8.1/10, Mac OSX, Microsoft Office 365, and other internal application software issues as assigned
o    Image, configure, upgrade, and repair Dell, Surface, Apple desktops and laptops
o    Active Directory, MS Exchange, SCCM, JAMF administration including add/change/move requests
o    Administer and maintain iPhone and Android mobile phones\tablets via InTune MDM
o    Remote support for all metros in North America (Seattle, Silicon Valley, LA, Denver, Dallas, Miami, Atlanta, Chicago, Toronto, Boston, Tampa, NY, DC)
o    Complete desktop and telecom related projects as assigned (e.g., software or hardware deployments, office moves, IT license audits, etc.).
o    Help troubleshoot and work with telecom engineers to resolve end user telecom issues
o    Provide outstanding customer service
o    Help build and a rich IT knowledge base by creating and maintaining process and resolution documentation
o    Understands implications of work and makes recommendations for solutions
o    Determine methods and procedures on new assignments.
o    Ability to lift 50 lbs
o    Other duties as assigned
Qualifications/Experience: 
o    Advanced to expert knowledge of SCCM, JAMF, Windows 7/8.1/10, Mac OSX, Office O365
o    Understanding of system administration, basic networking and VoIP concepts
o    4 - 6 years' experience working in a fast paced and dynamic but VERY customer focused IT Helpdesk environment
o    Bachelor's degree in Computer Science or MIS or equivalent work experience
o    Detail oriented, deadline and results driven
o    Excellent written and verbal communication skills
o    Strong customer service background
o    Intel based Mac OSX hardware/software support is required