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Written by Brian Mason.

Desktop Systems Engineer

Desktop Systems Engineer

The Desktop Engineer is responsible for selected aspects of enterprise-level desktop operating systems, application deployment, configuration, testing, monitoring and security implementation. Including: support, troubleshooting, installation and administration of Windows XP and Windows 7 environments; preparation of production, staging, user acceptance testing and development desktop environments. The Desktop Engineer provides 2nd level technical support troubleshooting and problem solving for Technical Support Analysts and acts as a conduit to 3rd level support. They should have a strong understanding of the roles, processes and job functions of the users of the systems they administer.

Own and modify, as appropriate, system configuration settings; set best practices and maintenance regime for assigned systems, based on recommendations from team members, vendor recommendations, experience and business needs.

  • Provide advanced level application packaging experience for .exe and .msi files.
  • Provide Microsoft SCCM 2007 OSD (Operating System Deployment) technical experience in support of Configuring SCCM infrastructure (in test and in production) to support OSD, in order to provide desktop team with tools they need for image creation and deployment.
  • Provide Microsoft SCCM (SMS) technical support experience with advanced knowledge of server and client maintenance, troubleshooting, query writing and application deployments.
  • Create custom collections, reports, packages and/or advertisements to support users or IT requests.
  • Act as a consultant to smaller IT projects on hardware and system configuration.
  • Maintain configuration and automation required for building production, QA and development environments. Ensure and maintain quality of non-production environments.
  • Ensure proper backup coverage and monitor backup quality.
  • Use development tools and languages, as necessary, to efficiently support and troubleshoot systems.
  • Enforce/apply security policy.
  • Responsible for taking First Responder (24/7 on-call) shifts on a regular rotation.
  • Responsible for 24/7 on-call problem resolution in their areas of system expertise and authority to escalate as necessary.
  • Troubleshoot and perform root cause analysis of complex end user and server problems.
  • Manage service and problem tickets within established SLAs.
  • Document all assigned systems. Regularly maintain First Responder scripts and re-train team on First Response procedures for assigned systems.
  • Learn and apply new systems and system administration techniques and tasks.
  • Other duties as assigned

Experience:

  • 3+years production Windows Desktop Engineering experience (required).
  • Extensive knowledge and administration abilities with all aspects of Windows and Mac operating systems, specifically Windows XP, Windows 7, MacOS and Windows Server system administration.
  • Proven track record of engineering and supporting end user computing environments at the enterprise level (over 1,000 devices).
  • Working technical knowledge of both hardware and software based computer encryption systems.
  • Expert troubleshooting skills and analytical ability with regard to networking, computer operating systems, device drivers, full disk encryption, local/virtualized software, antivirus, firewalls and other aspects of corporate end points.
  • Windows Active Directory technical support experience with advanced knowledge of OU structures, AD security, local and group policy, and various scripting languages including Visual Basic Scripting and PowerShell.

Education: Associates degree in Information Technology discipline (Bachelor's degree preferred) or equivalent experience.

Additional required competencies/skills:

  • Strong customer service and oral/written communication skills (required).
  • Ability to work independently and produce results given general priorities (required).
  • Demonstrated self-starter, able to prioritize tasks, stay organized and make details a high priority.
  • Experience supporting a VDI environment is a plus.
  • Experience troubleshooting complex systems issues (preferred).
  • Project management experience (preferred).
  • Experience working with educational organizations and/or educational technologies is a plus.

Apply now at http://www.capella.edu/careers. Click on Search & Apply and look for job number 13092

  • Created on .