Desktop Engineer

Summary:

Under general supervision and according to established policies and procedures, the Desktop Engineer position provides enterprise clients technical leadership in the design, engineering, implementation, and day-to-day operations of desktop solutions and related technologies. The Desktop Engineer is also responsible for the Firm’s desktop computing environment, ensuring the hardware and software is maintained and provides the best experience to all end users. The Desktop Engineer is involved with extensive team and customer interaction, provides on-site and remote technical support in the resolution of escalated issues, maintains positive contact with attorneys and support staff, and observing confidentiality of personnel and Firm matters.

Essential Duties and Responsibilities:

• Provide on-site and remote escalation support for all datacenter, desktop, and mobile environments in a 24/7/365 environment.
• Maintain a multi-site Microsoft Endpoint Configuration Manager infrastructure.
• Deploying, inventory, and compliance reporting of all systems, applications, and patches.
• Advanced troubleshooting of multi-tiered virtual/physical systems, applications, and patches.
• Identify bugs and deficiencies in client management tools and processes, planning for and successfully implementing steps to remediate.
• Maintain meticulous documentation of all managed systems, deployment processes, software configurations, packaging procedures, imaging processes, QA testing, and other desktop and application related processes.
• Collaborate with other teams, including IT Support, Infrastructure, Security, and other related groups.
• Enforce procedures as they relate to technical change management, patch management, and core systems monitoring.
• Use of firm ticketing system to process, update, and resolve incoming service and change requests.
• Work to achieve a balance between system performance and stability and end-user convenience, ergonomics and usability.

Company Requirements:

Knowledge, Skills, and Abilities Required:

• Application packaging of various formats (EXE, MSI, MSIX), preferably using Flexera InstallShield.
• Proficient with PowerShell, familiar with VBScript and BATCH scripting languages.
• Strong knowledge of Active Directory, Group Policy, PKI, DNS, and DHCP.
• Experience supporting Dell, Lenovo, HP, and Apple hardware and Windows/Mac operating systems in physical and virtual environments (VMware and Hyper-V).
• Experience with custom reporting and queries (SQL, SSRS, Power BI) for MECM.
• Experience with Ivanti User Workspace Manager or similar profile management tools.
• Creation and maintenance of reference images, dynamic zero-touch bare-metal and upgrade task sequences and driver management.
• Strong knowledge of Microsoft Windows 10/11, Microsoft Office (2016/2019/365) (MSI and C2R).
• Strong working knowledge of legal applications, such as iManage DeskSite, CarpeDiem, Elite, Workshare, Litera, etc., strongly preferred.
• Mastery of computer networking, application interoperability, and operating system concepts.
• Ability to work independently and as part of a team in carrying out sensitive and time-critical projects.
• Excellent written and verbal communication skills, including the ability to communicate technical concepts to technical and non-technical users.
• Must be a team-oriented person who can share information, goals, opportunities, successes and failures with the appropriate parties.
• Thorough understanding of the sensitivity of the Firm’s data systems and information and the importance of fast, reliable, simple access to all of the Firm's key systems.
• Ability to multi-task, organize, and prioritize numerous tasks and complete them in a timely manner.
• Ability to work efficiently in a fast-paced, highly-pressured environment, and perform well under deadlines.
• Meticulous organizational skills.
• Ability to think independently and apply good judgment.

Education and Experience:

• Bachelor’s degree in Computer Science and/or Information Systems or equivalent experience.
• Minimum five years of IT experience focused on desktop management and legal applications management.
• Law firm experience preferred.
• Project Management experience preferred.