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

Qualifications:

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!)

Worthington Steel

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Worthington Steel | SCCM Desktop Engineer