Job Summary:
The Senior Desktop Engineer will lead desktop engineering functions, implementation, systems administration, and support for 300+ end users. This role will also work closely with all of the IT Department and is expected to take ownership of the Firm’s desktop engineering initiatives as well as contributing significantly to the systems infrastructure, architecture, and direction of projects. The Senior Desktop Engineer will be responsible for the daily monitoring, management, troubleshooting and issue resolution for the firms operating system and endpoints. They are also responsible for all internal facing enterprise applications supporting corporate workflow and provide end-to-end platform support for all document management applications and software. The role will entail a mixture of day-to-day systems support, end-user application support, as well as project work as outlined below.
Key Responsibilities
- Troubleshoot and resolve Level II and III support tickets. Tickets are escalated from Help Desk related to desktop performance issues, application errors, Outlook mail client issues, and various office peripherals such as printers.
- Create, update, and troubleshoot new workstation builds. Package and manage applications using enterprise tools such as Intune, MECM and application virtualization technologies.
- Maintain and support Azure or VMWare Horizon virtual desktop (VDI) platform.
- Mentor junior Desktop Engineers and Help Desk Analysts on computer hardware, advanced problem-solving skills and issue resolution.
- Plan and implement patches, hotfixes, and upgrades to the Microsoft desktop environment using Intune, MECM and Client Management Gateway.
- Support the desktop end-point security function including controls/tools for anti-virus, malware, hardware, and software.
- Collaborate with vendors for system and application support. Initiates service calls, schedules work to be done, and ensures work is completed according to best practices.
- Provide root cause analysis and trends of user issues, recommend improvements to prevent future occurrences.
- Mentor / cross train team members on existing and new technologies.
- Maintain inventory and asset configuration database.
- Administer and support all core technologies within the firm.
- Perform on-call on a rotational basis. Be reachable via mobile device and have remote access available to respond to on-call phone inquiries/calls.
Technical Requirements
- 7+ years of experience troubleshooting desktop hardware and software issues in an Enterprise environment.
- 7+ years of experience in technical services and support position.
- 5+ years of maintaining VMWare Horizon or Azure virtual desktop platform (VDI).
- Strong knowledge of various hardware components, monitoring computer resources, reviewing Event Logs and Processes to determine root cause.
- Expert knowledge of Microsoft Intune, Microsoft Endpoint Configuration Manager (MECM), Entra ID and Active Directory (including group policies and AD replication).
- Familiarity with PowerShell and VB scripting expertise preferred.
- Legal experience preferred but not required.
- Preferred experience managing desktop environments using Microsoft Intune, MECM or similar platform for computer management, software updates, reporting and application installations.
Job Requirements/Skills
- Bachelor's degree, preferably in Computer Science, and/or comparable education and work experience.
- Familiarity with ITIL Incident Management processes.
- Excellent interpersonal, verbal, and written communication skills.
- Willingness to be flexible with time and adjust to a changing work environment.
- Ability to maintain regular attendance and work regularly scheduled hours. Ability to take direction and accept supervision.
- Demonstrated ability to work independently, organize and accurately prioritize work, be meticulous, understand when urgency is required and use good judgment in varied situations.
- Ability to collaborate effectively with co-workers in a team-oriented, collaborative environment.
- Ability to consistently establish and maintain accurate, up-to-date documentation of programs and systems. Ability to be patient and thorough in troubleshooting and general research activities.
- Must have physical capability to consistently lift 50 lbs. without assistance.
- Ability to build and maintain positive relationships, both internally and externally, while maintaining a client service orientation.
- Ability to use sound judgment and discretion in dealing with highly confidential information.
- Ability to maintain stamina throughout a standard workday, on-site and remote.
The above is only a current general description of the essential duties and responsibilities associated with this position. It does not represent an exhaustive or comprehensive list of all duties and responsibilities. The firm may change any job description, in whole or in part, at any time, including adding, removing, or otherwise altering any job duty or responsibility, at its sole discretion. Nothing herein creates a contract of employment or otherwise changes the at-will nature of employment at Seward & Kissel.
EEO Statement
The firm is an Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, non-disqualifying physical or mental disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.