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Senior Desktop Engineer - Remote

Company: ZONES
Location: Auburn
Posted on: January 7, 2021

Job Description:


Position Overview

Location: Remote - Lafayette, LA
Term: 3 month contract with high potential for long-term extension.
Hourly pay + benefits.

All work can be done remotely. We are considering all candidates based in the US. Local candidates preferred.

As a Sr. Desktop Engineer, you will be responsible for providing technical support for hardware and software issues related to desktop technology within the field of patient care. This person will provide excellent customer service with a friendly and attentive attitude while handling multiple requests spanning various technologies. The Sr. Desktop Engineer will also upgrade, install, and support all necessary hardware and software. The Sr. Desktop Engineer is responsible for automating, monitoring, and deploying endpoint images and software for workstations across the enterprise. The candidate should be familiar with System Center Configuration Manager, Intune, and Autopilot to automate software packaging/installations and patch management. Additional responsibilities include completing daily operational tasks, leading internal projects, creating documentation for our knowledge-base, training other members of our IT team and participating in cross-functional initiatives.

Key Responsibilities

The Sr. Desktop Engineer will perform the following tasks:

Experience in SCCM, Manage Engine and/or Service Now
Design, plan and implement Microsoft System Center Configuration Manager.
Develop, deploy, and perform compatibility testing of complex application deployments and packages. Provide remediation assistance and guidance to other IT staff as needed.
Utilize available tools such as Active Directory/VMware WSO, and Intune, among others, to perform complex hardware and software maintenance tasks and troubleshooting.
Work closely with the Audit and Security teams to address outstanding items and prioritize remediation tasks.
Evaluate new and emerging endpoint technologies for their potential introduction into LHC Group's footprint.
Deploy Operating System Images
Develop and support automation scripts, processes, and tools.

Desktop support of incidents and service requests:
Troubleshoot and remediate PC/peripheral/mobile device hardware and software issues and provide repair action for incidents.
Install, configure, and support new hardware and software for service requests.
Document resolution to desktop issues, propose solutions to root cause problems.
Maintain hardware and software inventories.
Assist with project-based work as needed and as directed by leadership.

Respond to incidents by phone or email promptly. Additionally, provide written receipt of Incidents and convey the expected technician arrival time
Update online ITSM ticketing system, inventory/asset management systems as required, and complete the appropriate paperwork for acceptance.
Support contract SLAs and manage workload to meet those SLAs.
Demonstrate a high level of professionalism, interpersonal skills, and team-oriented attitude.
Demonstrate active listening skills with the ability to act with sensitivity and empathize with situations.
Demonstrate compassion in a patient care environment in support of the overall service provided to the customer.

Document resolutions to desktop issues and propose solutions to root cause problems.
Provide support for L2 & L3 issues. Learn and become knowledgeable of customer products and services.
May be responsible for resolving more complicated support requests depending on experience.
May provide coaching and mentorship to new team members overtime.

We are seeking candidates with the following experience and skills


Bachelor's degree in computer science or equivalent in experience.
Experience or equivalent combination of education, training, and expertise in information systems and desktop support.
3+ years of demonstrated IT Service Management (ITIL) experience
4+ years of SCCM, Service now or similar experience


Strong PC hardware diagnostics skills.
Experience with SCCM imaging
Support 20k endpoints
Support SolarWinds for patch management.
Experience with Microsoft Intune.
Experience with Service Now
Support Deployment of software.
Highly skilled in the Break/fix solutions.
Have strong knowledge of Windows 10, MS office suite & 0365.
Knowledge of Active Directory.
Should be versed in remote take over tools in support of PCs, Network Printers, and remote connectivity via VPN.
Experience in Virus /Malware eradication skills through standard tools sets.

Experience setting up printers, monitors, and IT cabling.
Should have the ability to document processes and procedures.
Independent and trustworthy.
Superior customer service and interpersonal skills
Should have excellent oral and written communication skills.
Candidate must be flexible to work possible staggered shifts, possible weekend coverage at times, and On-Call hours (24x7).
Must be able to pass a thorough background check. (criminal, education, employment).

Preferred Qualifications

Bachelor's Degree in Information Systems or computer-related field preferred.
Broad understanding of various technologies and their use, such as Windows Server, Active Directory, Intune, VDI, SCCM, Windows 10, One Drive, and Office 365.
Experience in Modern Workplace systems such as Azure/Intune and affiliated third party components is a plus.
Expertise using and supporting SCCM for distribution and setting task sequencing.
Excellent analytical and problem-solving.
Experience with Microsoft Intune.
Must have excellent customer service and communication skills.
Ability to handle multiple tasks, issues, or tickets and be organized.

Physical Demands

Frequently required to walk, stand, sit, climb, balance, stoop, bend, and kneel.
Frequently lift up to 10 lbs.
Long periods spent sitting at a desk in front of a computer screen.
Regularly required reach with hands and arms.

As a rapidly growing global provider of IT solutions, we've expanded from Seattle to Sydney and beyond - with reach in over 80 countries around the world. Today's top brands count on Zones and our world-class partners - Microsoft, Apple, Cisco, Dell, Lenovo, and more - to transform their enterprises. To support this transformation, Zones offers products and services across four Solution Environments: Workplace Modernization, Network Optimization, Data Center Transformation, and Security Fortification.

Zones nfrastructure, the Services Company of Zones, is a collaborative team of more than 700 technology architects, engineers, technicians, and specialists that designs, builds, and operates IT solutions. Our focus on insight, execution, and results has helped us become the First Choice for ITTM for many of today's top brands.

Zones nfrastructure offers a comprehensive Benefits package

While we're committed to providing top-tier solutions, we're just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.

At Zones, work is more than a job - it's an exciting career immersed in an inventive, collaborative culture. If you're interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

At Zones, we don't just acknowledge diversity, we make it the foundation of how we conduct business and how we support our employees and communities. Zones is a certified Minority Business Enterprise (MBE) and Corporate Plus member of the Northwest MSDC (Minority Supplier Development Council). We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, sexual orientation, national origin, age, citizenship, marital status, disability, gender identity or Veteran status.

Keywords: ZONES, Auburn , Senior Desktop Engineer - Remote, Engineering , Auburn, Washington

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