DESKTOP ENGINEER (50080009)

Job Role Summary

The Desktop Engineer will work both as an individual troubleshooter and collaboratively within a team.  The Desktop Services team is dedicated to the operation, maintenance and support of all corporate equipment.  The Desktop Engineer needs to provide exemplary customer service for all employees of Health & Hospital Corporation (HHC) and The Marion County Public Health Department (MCPHD). They will maintain end-user relationships, provide expert advice, and effectively manage end-user computing: service, devices, software, and accessories for the corporation.  The Desktop Engineer will fill a Tier II support role within the organization and provide direct support to end-users for software, hardware, accessory, and network issues.  Individuals in this role will be expected to manage shifting priorities, multi-task, and call on multiple skill-sets to succeed in this diverse and challenging environment. 

Essential Duties

• Manage Request and Incident tickets – Performing excellent analysis, problem solving, and troubleshooting skills with the ability to know when to escalate the ticket. 
• Deliver fast, courteous service to all business users with accountability for resolution and follow-up on tasks assigned.
• Utilizing inventory and asset management software, keep accurate and updated records of all corporate equipment.
• Strong attention to detail when ordering and maintaining licenses.
• Responsible for the organization and accountability of all equipment within CIS storerooms.
• Have a firm understanding of the receipt, imaging, setup, and deployment of all corporate equipment. 
• Provide access provisioning to business and work with third-party vendors to coordinate end-user access.

Associated Job Duties

• Participate in some after-hours and weekend projects.
• Perform site visits as necessary.
• Performs other duties as assigned.

Qualifications

• Bachelor’s Degree in an IT related field required, 2-3 years of working experience in a technical service and support role.
• In lieu of Bachelor’s Degree, 5-6 years of working experience in a technical service and support role.

Licenses/Certifications Required

•  Must have a valid Indiana driver’s license.

Knowledge, Skills & Abilities

• Strong understanding of best practices for client satisfaction.
• An intermediate-level understanding of networking.
• Tier II skills with knowledge of various versions of Windows Operating Systems, Microsoft Office 365, Security best practices, Microsoft OneDrive.
• The ability to present and discuss technical information in a way that establishes rapport, persuades others, and gains understanding.
• Intermediate knowledge of standard communication protocols for Microsoft Windows environments.
• Intermediate knowledge of mobile devices to include Apple and Android.
• Ability to multi-task and prioritize based on urgency.
• Proven written/oral and interpersonal communication skills.
• Analytical thinking and problem-solving ability.
• Flexibility to work and adapt in a rapidly changing environment.
• Outstanding ability to build rapport with customers and direct reports.
• Self-starter that takes initiative and can work independently as well as with a team.

Working Environment

• Must be able to lift computer and peripheral equipment.
• Installing and removing equipment may require crawling under/around office furniture.
• Some travel within Marion County as part of daily support duties.  Must have a valid Indiana driver’s license and vehicle suitable to provide off-site support.
• Flexibility to work before- or after-hours when necessary.
• Desktop Engineers are required to work 100% of regular hours in-office