IT Support Technician / Desktop Engineer

The Desktop Engineer is part of a team of IT professionals who provide in-house technical hardware and software support for over 1000 associates nationwide across over 30 locations. This position has technical knowledge, customer service and documentation/communication skills. The qualified candidate actively seeks out ways to improve processes and productivity and make recommendations to support an organization scaling at a rapid pace.

- Assist with identifying and implementing operational improvements, enhancements, and system customizations that meet business requirements

- Monitor and troubleshoot daily system event logs across core infrastructure

- Liaise with infrastructure and/or software engineering teams to restore service and/or identify and correct core problems

- Participate in efforts to develop and execute testing, training and documentation

- Configure, test, and maintain Powershell scripts (programming)

- Program automation tools to reduce manual processes.

- Participate in service desk duties supporting Mansfield Energy with an emphasis on usability, quality, performance and maintainability

- Hands on configuration and customization in multiple platforms including the ability to develop, maintain, create, and improve workflows, procedures, etc.

- Deploy hardware and software utilizing InTune

- Maintain user accounts, access privileges and security using Active Directory

Customer Service

- Provide after-hours and weekend on-call support (off-hours support), as assigned, on a rotating basis

- Achieve metrics in support of service level agreements, client satisfaction surveys and completed incidents/problems/requests

- Proactively reduce incidents by analyzing documented resolutions

Documentation/Communication

- Post software updates, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution

- Communicate company IT policies and standards

- Alert management to emerging trends in incidents

- Maintain a current knowledge of emerging products, services, protocols, and standards in support of Mansfield Energy

Position Requirements

Formal Education & Certifications

- College diploma or university degree in the field of computer science and/or 1 plus years of equivalent IT experience

- ITIL Certification preferred

Knowledge & Experience

- Intermediate level knowledge in Microsoft Windows and Microsoft Office Suite (msi and O365)

- Skills in desktop and VDI configuration and troubleshooting

- Experience with Microsoft Server and Active Directory

- Working understanding of SFTP, VPN, RDP/VDI and SCOM

- Basic knowledge of current network hardware, protocols, and standards required

- Microsoft products including, Sway, Teams, OneDrive for Business, Visio, SharePoint, Azure, Exchange, Dynamics, Intune, ADFS, Power BI and SQL

- Adobe Creative Suite

- VMWare vSphere and Horizon

- iOS and Android

- Support automation with Python coding

Qualifications & Characteristics

- The ideal candidate is passionate about their craft, preferably having an interest in learning new technologies, practices and techniques

- Strong listening and communication skills (written and verbal), including the ability to communicate effectively with non-technical customers

- Willingness and demonstrated ability to learn new career skills

- Ability to collaborate well with both internal groups and external partners and thrive in an agile environment

Work Environment

- 40-hour on-site work week

- Provide after-hours and weekend on-call support for high-priority issues for one week at a time every three weeks.

- Ability to be on your feet working throughout the office for the majority of your workday

- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components

- Lifting and transporting of moderately heavy objects, such as computers and peripherals 60lbs

- Ability to travel occasionally and go to remote sites to handle support issues

- Valid driver’s license

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.