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!)
