Senior Desktop Support Engineer

The Senior Desktop Support Engineer role is the bridge between the customer and the rest of the IT department. The Engineer will combine past experience, enterprise tools and industry best practices to maintain a secure and manageable desktop environment. In addition to this, the engineer is responsible for handling help desk requests and contributing to problem resolution by giving in-person, hands-on support to end users at the desktop level.
 

Responsibilities: 
  • Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Enforce request handling and escalation policies and procedures.
  • Produce and maintain automated software/patch deployment mechanisms.
  • Develop, maintain and deploy system images, and consistent configuration across all desktop platforms in order to provide the best user experience.
  • Leverage enterprise third party tools to secure and configure an enterprise desktop environment.
  • Maintain and provision desktop, laptop, tablet, mobile devices, printers, projectors and other office equipment.
  • Provides training for end users as needed.
  • Implement standards and procedures to quickly and efficiently provide problem determination and resolution.
  • Performs other duties as assigned.
  • Occasional weekend race day support required.
     
Requirements: 
  • Proficiency in modern Windows and Mac Operating Systems and Microsoft Suite.
  • Experience with standardization guidelines through imaging and configuration management.
  • Must be knowledgeable and current on Information Technology trends and best practices.
  • Proficiency in user account provisioning and maintenance (creating, password reset, disable accounts set permissions).
  • Solid understanding of Group Policy Management.
  • Knowledge in SharePoint 2010.
  • Automate software application deployments utilizing PowerShell scripting and other 3rd party remote management tools with minimal disruption to users.
  • Solid understanding of networks, TCP/IP protocol, firewalls, ports, DNS and DHCP.
  • Knowledge of Cisco VPN software client support and troubleshooting.
  • Remote Desktop and similar Remote Control tools.
  • Knowledge of standard security guidelines.
  • Experience with the implementation, support and orchestration of enterprise virus protection, security and patch management.
  • Experience managing and configuring wireless endpoints.
  • Knowledge of Asset Management solutions.
  • Basic understanding of a Windows Server 2008 R2 environment.

Knowledge and abilities:

  • Ability to provide excellent customer service while representing the IT Dept. to the organization.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Advanced troubleshooting, analysis, critical thinking and problem solving skills while making difficult concepts easy to understand.
  • Must be extremely well organized with the ability to handle multiple tasks simultaneously.
  • Ability to manage and prioritize multiple tasks with frequent interruptions, occasionally in urgent situations and meet deadlines.
  • Good verbal and written communication skills while supporting end users via phone, email, and/or in person.
  • Must be motivated, detailed-oriented and a team player with the ability to work in a fast paced environment.
  • Self-motivated with the ability to work quickly and independently with minimal supervision.

Education:

  • Undergraduate degree in Computer Science or related field. Relevant technology certifications a plus.

Experience Required: 5+ years
 

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Please send your resume and cover letter via email or snail mail. Don’t forget to mention which job you’re applying for.

Humanresources@nyrr.org

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New York Road Runners
Attn: Human Resources
East 89th Street
New York, NY 10128

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