Overview

Our client is a premier investment management firm specializing in the acquisition, management, and servicing of residential and commercial mortgage loans and mortgage-related assets. Their commitment to innovative solutions, disciplined investment strategies, and exceptional client service has established them as a trusted leader in the asset management industry. Their team is seeking a dynamic Windows Desktop Support Engineer to work closely with various departments to develop and implement solutions that support their business objectives.

This role is based out of their NYC office and has a “hybrid” model, of work both in office, as well as from home / remotely.

Job Description

As the Windows Desktop Support Engineer, you will play a critical role in establishing technical standards for workstations, identifying areas for improvement, and ensuring optimal system performance, while reporting and partnering directly with the IT team.

Key Responsibilities

• System Analysis and Implementation: Analyze, migrate, and implement computer applications, systems, and network configurations. Design, document, and script complex new software deployments.
• Technical Standards and Improvement: Collaborate with the team to establish technical standards for workstations and identify areas for improvement.
• System Performance Monitoring: Monitor system performance and ensure optimal functionality.

Endpoint Manager Administration:

• Create and manage endpoint boundary groups across distribution points.
• General monitoring of site health via SSRS, log files, and the Endpoint Manager console.
• Perform in-console and client agent upgrades.
• Manage and configure user and device collections, creating query-based collections.
• Technical Issue Escalation: Route and escalate technical issues to appropriate technical support areas. Collaborate with technicians on root cause analysis and communicate with technicians on end-user support matters.
• Project Support: Participate and provide support with IT and business projects.
• System Oversight: Maintain oversight of all systems owned by the Desktop Support Engineering team.
• User Consultation: Provide system analysis for reported issues, including consulting with users. Act as the team escalation point for technical issues.
• Testing Management: Manage testing activities for workstations, laptops, VMs, and other dependency systems across the enterprise for patching and vulnerabilities.
• Service Desk Monitoring: Monitor the desktop services engineering queue through the service desk system to maintain 100% satisfaction and troubleshoot and address incidents and requests to meet SLAs.
• Operating System Deployment: Oversee the configuration site collection maintenance Windows Configuration power management rules. Deploy operating system images (primarily Windows 10) via Endpoint Manager OSD, including:
• Configuration of WDS, PXE, VM build environment, and integration with MDT and Tanium Provision System.
• Build/capture/update Windows 10 and 11 images.
• Manage distribution points accordingly.
• Create deployment task sequences.
• High-Level Troubleshooting: Provide high-level troubleshooting for technical issues.

Qualifications

Technical Skills:

• High-level troubleshooting skills for Windows Desktop OS.
• Proficiency in Endpoint Manager (formerly SCCM) and/or Tanium.
• Proficiency in PowerShell.
• Knowledge of Python and/or other programming languages is a plus.
• Experience with JAMF Pro administration is a plus.
• High-level troubleshooting skills for MacOS is a plus.

Interpersonal Skills:

• Strong interpersonal skills with the ability to establish and maintain effective working relationships.
• High degree of integrity and accountability.
• Highly organized and capable of thriving in a fast-paced environment.
• Passion and intellectual curiosity to find and capture business value.

Education and Experience:

• Bachelor’s degree and a minimum of 3-5 years of relevant IT experience.
• At least 3 years of scripting experience in PowerShell.
• A Certification preferred or equivalent.
• Security preferred or equivalent.
• Network preferred or equivalent.
• JAMF 100, 200, 300, 400 certifications are a plus.

Location and Compensation:

• This is a hybrid position (onsite 3 days a week in our client's NYC office)
• Our client offers a strong compensation package, comprehensive benefits, and opportunities for professional growth and development.