Workplace Engineer

Job Accountabilities:

Level 2 Service Desk: processes, triages, and resolves technology issues for CAS staff escalated by Level 1 Service Desk staff.

Fulfills or documents and escalates all IT related matters.

Oversight and participation in small-to-medium sized projects and testing, deploying, configuring, and delivering end-user technology.

Staying current on topics to suggest AI use-cases to streamline team processes or tasks

Following all ticketing guidelines and adhering to SLO's and exceeding 95% positive customer satisfaction surveys

Communicating technical issues to non-technical staff in a clear/concise manner

Provide recommendations for laptop and peripheral life cycle management, while maintaining accurate and detailed inventory records

Willingness to be part of rotational weekly 24x7 on-call

Qualifications:

College degree or at least 3 years' work experience in IT Support with experience with troubleshooting issues in Windows and Mac environments on-site and via remote support software.

Following all ticketing guidelines and adhering to SLO's and exceeding 95% positive customer satisfaction surveys

Demonstrated Competencies:

Configuring and troubleshooting mobile devices (iOS and Android) using MDM software (Intune preferred)

Supporting audio/video communications (Teams, Webex, Zoom preferred)

Communicating technical issues to non-technical staff in a clear/concise manner, measured by Customer Satisfaction

Imaging and Delivering laptop refreshes (Intune Preferred)

Effectively maintaining Asset Inventory (Ivanti Preferred)

Applying Security Patching protocols for Windows devices (Ivanti preferred)

Identifying patterns in Incidents and reporting them to management

Mentoring and training the Service Desk team and writing Knowledge Articles to ensure team success

Assisting with Hardware Asset Management duties, as needed, such as unpacking, tagging, and organizing assets

Other duties as assigned.

Qualifications

Behaviors

Preferred

Innovative

: Consistently introduces new ideas and demonstrates original thinking

Enthusiastic

: Shows intense and eager enjoyment and interest

Dedicated

: Devoted to a task or purpose with loyalty or integrity

Licenses & Certifications

Preferred

ITIL Foundation

Apple CertPro MacOS

A+ Certification

Intune / Autopilot

Microsoft Entra/Azure/Windows 11

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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