Desktop Support Engineer

General Job Description:

The IT Desktop Support Engineer II will provide high-quality and professional services of hardware and software support to ACCO Field and Office Staff. This position is responsible for delivery of End Point technology solutions designed to meet the business objective of leveraging our Project Management and delivery capability to take control, deliver with speed and provide single point of accountability.

The position will require building relationships with Field, Office and Shop teams, listening to their needs, and be proactive in raising and resolving issues. The willingness and ability to travel occasionally to jobsite or remote offices is a necessary requirement of this position. This role will require a strong emphasis on Client interaction, communication, using scripts and documentation.

• Act as Technical subject matter expert for all OS and client workstation technologies and issues, including Windows 10, Microsoft Edge, Google, Chrome, and End Point Cyber security tools.
• Act as a technical subject matter expert for all desktop management related technologies including Microsoft Endpoint Configuration, Microsoft Configuration Manager, BOX and MDM tools.
• Troubleshoot difficult problems encountered within End Point environment and work with the internal application support teams to provide comprehensive solutions to complex problems.
• Provide in-person and remote Tier 1 and Tier 2 support for daily IT ticket queue, providing 5-star service to entire.
• Configures, installs, and supports desktop computers, laptop computers, handheld mobile devices, monitors, portable data storage devices, and other general peripherals.
• Use computer Microsoft EndPoint Manager, Lenovo Cloud and Mass360 to Deploy End Point Devices.
• Monitor incident management system and respond to Incident and Service Catalog requests.
• Supports network products from operational and maintenance perspectives.
• Performs installs, moves, adds and changes as required
• This position will require travel to remote offices, customer locations and job sites.
• Coordinate with the Telecom Team the installation of data lines, configuration/installation of Meraki Firewall and VPN.
• Apply the latest OS updates and patches

• Degree in related IT Technology field and or equivalent experience in Microsoft Technology.
• 2-5 years in IT support an role with emphasis on EndPoint devices and Applications
• Knowledge of Microsoft EndPoint Manager, Office 365, Windows 10
• Expertise with Endpoint Security tools as BitLocker, Malware and Cyber Threat cleanup tools
• Expertise with Active Directory/Azure AD, VPN, LAN/WAN Topology
• Capable of utilizing and understanding PowerShell scripts
• Ability to handle conflict and difficult situations within a technical and client service environment
• Technical understanding of modern collaboration platforms such as Zoom, Teams, Gsuite
• Proactive follow-up, effective problem resolution, and end-to-end ownership of the problem is required.
• Ability to handle/manage multiple simultaneous priorities, deadlines and deliveries.
• Must be detailed oriented and have strong attention to detail.

• Proactivity / Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level/position and with minimal supervision.
• Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
• Insight: The ability to gather and make sense of information that suggests new possibilities.
• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.
• Big Picture: Understands and contributes to organizations’ short- and long-term business strategy.  On a personal level has independently developed a vision for short- and long-term career success.
• Motivation / Dedication: Commits to excellence in pursuing unselfish goals.  Initiates action with collective goals takes responsibility, and shows personal humility.
• Technical Curiosity / Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feed, back; demonstrating openness to learning and change.
• Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives.

(The physical demands described herein 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)

• The employee may regularly lift and /or move up to 10 pounds, and occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include Close vision and Distance vision including color recognition.
• The auditory/hearing abilities required by the job include the ability to hear customers calling by telephone.
• While performing the duties of this Job, the employee is regularly required to sit for prolonged periods, stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
• The employee is regularly required to walk and sit.
• This individual must be a responsible person and regular attendance is required.

This is a non-exempt position. Workdays are scheduled from Monday through Friday. Typically, work hours begin and end between 7:00 am and 5:00 pm as scheduled with the position's supervisor, with a minimum thirty-minute and maximum one-hour break for lunch, and two rest breaks. Occasional overtime may be necessary per business needs.

Competitive Wages:

$36.47 to $47.17 per hour. Applicants please note that actual compensation is determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location, among others. The offered wage or salary is only one aspect of an employee's total compensation. 

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Salary : $36 - $47