What are the responsibilities and job description for the Helpdesk Engineer position at IT Accel, Inc.?
This role is providing second and third-tier support within our organization. The position involves hands-on responsibilities in engineering, deploying, and maintaining systems and applications used by our end-users. The ideal candidate will work closely with employees to address their technology needs, demonstrating a strong track record of superior technical support experience with a focus on designing and delivering desktop solutions.
Responsibilities
Responsibilities
- Analyze events, handle incidents effectively, and influence decisions to enhance response reliability and speed.
- Enforce procedures related to technical change management, patch management, and core systems monitoring.
- Conduct advanced troubleshooting of multi-tiered virtual/physical systems, applications, and patches.
- Create, manage, and monitor software packages, updates, and deployments.
- Support and assist in maintaining directory services and software deployment.
- Manage enterprise-wide projects from assessment and proof of concept through to implementation.
- Package software for automated deployments, providing logic for handling new installations, upgrades, and managing dependencies.
- Proactively identify and recommend solutions to enhance the performance, reliability, and manageability of the Windows platform.
- Develop and maintain a thorough understanding of advanced troubleshooting tools such as Windows Debugger, Process Monitor, Windows Performance Toolkit, etc.
- Create and manage Active Directory Group Policies, OU permissions, DHCP, and DNS.
- Assist with regression testing of supported software through OS patches and upgrades.
- Utilize existing process-level and system metrics to troubleshoot performance issues and improve user desktop performance. Identify areas where new metrics will be beneficial to improve performance observability, and identify areas for automation, improvement, and efficiency gains.
- 3-6 years of related work experience.
- Knowledge of ITIL concepts; ITIL Foundation Certification is a plus.
- Experience in the financial services sector is preferred.
- Strong understanding of imaging technologies, including OSD, Microsoft Deployment Toolkit, SysPrep, Windows PE, Microsoft Autopilot.
- In-depth knowledge of Microsoft Configuration Manager, application deployment, patch management, operating system deployment, and client/server maintenance.
- Experience with Microsoft Azure, Intune, and O365 cloud infrastructure.
- Familiarity with enterprise security products, such as anti-virus, SSO, MFA, DLP, and encryption software.
- Experience managing laptop and desktop workstation hardware, mobile devices, and printers.