IT Desktop Engineer Level 3

Job Description

The Desktop Engineer is a critical member of the North American IT Team providing support to internal employees. This individual will be responsible for maintaining the desktop and laptop infrastructure, along with associated applications. This is an internal customer-facing role, and requires excellent prioritization, responsiveness, and customer service, along with excellent written and verbal communication skills. In addition to client support, the Desktop Engineer will provide tier 3 support for systems for Culligan NA Flagship, Corporate and remote users.

Responsibilities:

The Desktop Engineer is a critical member of the North American IT Team providing support to internal employees. This individual will be responsible for maintaining the desktop and laptop infrastructure, along with associated applications. This is an internal customer-facing role, and requires excellent prioritization, responsiveness, and customer service, along with excellent written and verbal communication skills. In addition to client support, the Desktop Engineer will provide tier 3 support for systems for Culligan NA Flagship, Corporate and remote users.

Specific Job Functions:

Investigates and resolves computer software and hardware problems.

Resolves usability issues on systems and equipment in a timely basis.

Tests new hardware/software products for use and compatibility with existing systems.

Updates and maintains work in ticket-based tracking system.

Creates and maintains desktop and laptop standards through testing and certification.

Debugs and configures remote and WIFI connectivity problems.

Installs, moves, or removes computer equipment as required for user physical moves.

Escalates and coordinates problems to internal or external resources when required.

Provides user training on system access and usage.

Creates internal documentation and end-user training materials.

Provides networking support for the office and warehouse environments.

Maintain corporate standards, follow departmental procedures and clearly document projects as required for Audit compliance.

Local travel required for onsite support

Requirements:

Bachelor Degree in Computer Science or relevant Business Experience in Desktop Engineering Support in a Corporate IT environment 5-7 years

Technical training, certifications, or expertise with the following technologies: Azure AD, Active Directory, Microsoft O365, Windows10, Microsoft Exchange, Fortinet VPN, Site to Site VPN’s, IP Networking, Anti-Virus/Malware products, PowerShell Scripting, PC Imaging software, ticketing systems

Technical Lead experience

Apple, MAC, iPhone, iPad experience

ITIL Foundations certification

Competencies:

Excellent customer service skills, including both written and oral communications

Ability to work quickly and professionally in a sometimes-stressful environment

Strong analysis, self-troubleshooting and problem-solving skills

Accountable for work completion/documentation/timeliness

High degree of confidentiality when working with data and user information

Strong Project Management skills a plus

Team-orientedCompany Description

ABOUT CULLIGAN INTERNATIONAL

Founded by Emmett Culligan in 1936, Culligan is a world leader in delivering superior water solutions that will make a real difference in improving the health and wellness of consumers. The company offers some of the most technologically advanced, state-of-the-art water filtration and treatment services and solutions. These products include water softeners, drinking water systems, whole-house systems and solutions for businesses. Culligan's network of franchise dealers in North America, direct operations and other dealers is the largest in the world, with over 7,800 employees and 1,000 dealers in 90 countries. Many Culligan dealers have valuable equity in their local communities as multigenerational family owners of their franchises.

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