Desktop Support Engineer

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Position Summary
The Desktop Support Engineer is part of a team of internal and 3rd party resources who monitor and support the Johnson Development / OTO Development corporate Information Technology infrastructure and operations. In this role, the Engineer will work on-site and assist with hardware installations, software upgrades, systems integrations, and basic IT-related issues. In addition, working with existing partners to provide accurate and timely solutions for end user computer and networking problems that range from basic to moderately complex. This position requires desktop, networking, and general infrastructure skills as well as keen customer support, communication, and interpersonal skills.
 
Position Responsibilities- Essential
• Interact with end users when needed and troubleshoot hardware/software issues and strategic planning. When necessary, act as escalation point to ensure end-user issues are addressed in a timely manner.
• Assist with O365 questions and problems. Need to be well versed in administrative processes within the O365 tenant.
• Support the management of Proofpoint or spam filters to help troubleshoot issues related to mail delivery.
• Responsible for the management of DNS and ability to troubleshoot issues.
• Ability to maintain / update Meraki hardware (switches, firewall and wireless access points) and make necessary changes as required. Demonstrate the ability to maintain/update Fortinet firewall and make necessary changes as required.
• Server OS management
• Assist with management of ESX host and VMWare for OTO on site servers and VM environment.
• Assist with support and maintenance of Microsoft Teams, SharePoint, Teams phones, and Crestron (or other) audio conference hardware.
• Provide hands-on technical support as warranted based on the priority, resource availability and nature of the request.
• Facilitate technology procurement and service agreement activities.
• Monitor and report on the health, performance, capacity, and reliability of all systems.
• Act as on-call escalation point during off-duty hours on weekdays, weekends, and holidays.
• Develop and document standard operating procedures to be used for routine tasks, staff turnover, risk mitigation and disaster recovery.
• Participate in and provide cost guidance for the budgeting process for IT operations.
• Produce and present periodic reports of technical operations
• Maintain and document an up-to-date knowledge of relevant technical policies, procedures, license counts, warranties, and budget planning.
 
Essential Skills and Experience
• Minimum of 2 years of experience in IT Systems and Business Applications
• Two years of strong, hands-on technical experience in a 24/7/365 operational role
• Must have 2 years of comprehensive knowledge of business systems, storage systems, information security or business software applications
• Hands-on demonstrated technical knowledge with most of the following:
o Microsoft OS desktop environment
o Multi-domain Windows enterprise environment
o Virtual servers in a VMWare environment
o Network monitoring tools
o Core Microsoft technologies including but not limited to Windows Servers, Windows OS, Active Directory, and Office 365
o Core Networking technologies like LAN/WAN, subnets, firewalls, switches, VLAN's, and VPN, routers, and Wi-Fi
o Business application implementation and integration best practices
• Demonstrated ability to meet deadlines without compromising close attention to detail and accuracy
• Ability to multi-task and work in a high touch customer service and deadline driven environment
• The skills to synthesize information, distill relevant facts and reach logical conclusions
• Excellent interpersonal, written, and verbal communication skills particularly as it pertains to addressing a non-technical audience
 
Physical Demands
• Some lifting (up to 30 lbs.)
• Long hours on computer keyboard
• Prolonged periods of standing and/or walking
• Sitting, standing, bending, kneeling, climbing, stooping
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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