Senior Desktop Engineer
2 months ago
Job Overview
The Senior Desktop Engineer will be an individual contributor supporting the IT Field Services team in identifying, creating, implementing, and training staff members on standards required to ensure effective support of the desktop and endpoint production environment.
As an expert in their field, the Senior Desktop Engineer will collaborate with cross-functional teams to develop a support model for all desktop and deskside service delivery, including Tier 1, Tier 2, Tier 3, and remote support, printing, audio/visual equipment, networks, infrastructure support, and other IT equipment used in the field.
This includes the development of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) that meet the needs of customers across all sites.
Key Responsibilities
- Conduct a fit-gap assessment on the current state and future state of the desktop and endpoint support environment.
- Develop recommendations for short-term, medium-term, and long-term priorities to begin closing the gap.
- Implement all short-term wins, including formal documentation, employee training, and SLA/OLA implementation.
Requirements
- Bachelor's degree or college diploma in information technology or a relevant field.
- 7+ years of progressive experience in desktop, deskside, and endpoint support across multiple locations and with multiple platforms.
- 3+ years of project experience.
- ITIL V4 Certification required.
- CompTIA, HDI, and Microsoft certifications considered an asset.
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