SCCM / MECM Desktop Engineer

Due to continued growth, we are adding a new SCCM/MECM Desktop Engineer to our Worthington Steel business.  We are seeking a seasoned Desktop Engineer to handle escalated technical issues. This role provides assistance using a variety of platforms as well as on-site support as needed to support both the corporate and manufacturing environments. This role will analyze issues based on details provided by the internal client as well as Tier 1 and 2 representatives to search issues and identify and implement an appropriate solution. ** This role will require someone with prior advanced skills in SCCM/ MECM to lead the team in this area. Strong experience in SCCM / MECM is required. Desired experience with Intune.  This will be a hybrid role with a flexible schedule. 

Responsibilities:

• Works in a professional, friendly, and timely manner over all appropriate communication channels (phone, in person/onsite, email, Teams etc.) when performing work
• Leverage the best practices of voice of customer, emotional intelligence, and empathy in the spirit of Worthington Industries’ Philosophy to deliver exemplary service.
• Accurately captures all information from end users to assess what is needed (i.e. work required/by when, issues/symptoms, etc.)
• Provide final point of escalation for the most difficult support cases
• Provide implementation support and/or lead projects
• Provides work direction, problem resolution, and training to other technical support personnel
• Maintain detailed product knowledge of all supported products and solutions in order to support all aspects of the business
• Troubleshoots and performs proper root cause analysis for all issues.  Provides accurate diagnosis and resolution for all issues.  Accurately identifies and implements work for service requests.
• Completes all required system documentation (ticketing system, knowledge base, project documents, etc.) in a timely manner
• Provides accurate estimates of work (tasks, hours, etc.) and reports status of work in a timely manner.  Properly builds and manages work plan to accommodate planned and unplanned work.  Works with others (end users, team, etc.) to schedule and coordinate time to perform work.
• Performs in a continuous improvement mode (constantly look for ways to operate more efficiently and effectively; and apply change). Informs Manager of recurring issues
• Ability to physically move and install computing equipment in an office and manufacturing setting
• Ability to learn and provide basic level of support for ERP, CAD, other and business systems (before escalating to application support/SMEs)
• Requires after hours support if needed (on-call, projects, issues resolution)
• Other duties as assigned

We Would Love to Hear from You If you have the following:

• Microsoft Endpoint Configuration Manager, SCCM, Intune
• Advanced knowledge of Microsoft 365 services, including, but not limited to Microsoft 365, Exchange Online, Microsoft Azure, Microsoft Azure Active Directory, SharePoint, OneDrive.
• Strong interpersonal skills, including teamwork and team building as well as strong analytical, written, and verbal communication skills
• 3-5 years in end user support experience as a Tier-3 resource in a structured work environment
• Excellent time management and organizational skills. Proven ability to handle multiple and changing priorities
• Certifications are preferred, like A , CompTIA, ITIL, Microsoft certifications 
• Advanced knowledge of Microsoft Desktop Operating Systems and advanced knowledge of computer hardware
• Active Directory and Group Policy management 

Demonstrated Experience with:

• Operating System Deployment (OSD) and packaging, testing, deploying required applications, imaging, configuring, and deploying Windows PCs
• Troubleshooting, diagnosing, and resolving end user issues 
• Basic computing security like password resets, malware, access control, Email filtering, firewall, encryption, data loss prevention, etc.
• Basic networking (wiring, wireless, ports, switches, routers, access points, etc.)
• Productivity and collaboration platforms like Microsoft Office, Office 365, and Microsoft Teams
• ITIL (highly preferred), as well as root cause analysis techniques
• Advanced knowledge of Windows Server (2012 R2, & 2016,2019), System Center, Active Directory, DHCP, DNS, Group Policy, DFS, File/Print services, and certificate services
• Scripting, like Microsoft PowerShell, and scripting best practices and understanding of the OSI model

Why you will love working here:

• Health, Dental, and Vision insurance that starts on your first day! Employer HSA contribution ($1,000/single or $2,000/family)
• 401(K) Match Employer contribution
• Tuition assistance for continuing or career-related education
• As Our Philosophy states: People are our most important asset. Ample opportunity for career growth- we promote from within
• Employee Assistance Program
• Flexible Work Schedule
• Quarterly profit sharing (with no cap!)