End-User Support Engineer /Desktop Engineer

The End User Services (EUS) Engineer is a hands-on mid to senior level position. The individual should be capable of assisting the End User Services team, have and demonstrate the core competencies identified below, and lead by example. This position serves as the escalation for desktop support and operations; image development; desktop application packaging, troubleshooting, support, remediation; and lead desktop and mobile security remediation as annotated by the IT Security Organization. · Solution Design & Technologyo Participates in End User Services technical projects to implement new or updated technologyo Work with Project Management Team on large scale projects such as mergers, major software rollouts etc Responsible for processes and procedures that impact end users workstation or management/security of the workstation. · Desktop Managemento Provides oversight to the team to ensure all Personal Computers (PC) are actively being managed and are in compliance with current policies, patches, etc. · Engineers, develop, maintain and enhance standardized Windows Desktop builds (imaging), application packaging, and endpoint rollout processes to include but not limited too Work with management to improve process and procedures related to Builds, and deployment of endpoint to employees and workers · Application Managemento Provides assistance to the team for Ricoh Enterprise Cloud File Storage Environment that leverages technology like Microsoft OneDrive. Includes process and management of solutions like Folder Redirection for names folders etc.o Acts as an escalation point with internal and external customers that require in-depth application support · General Support & Administrative Dutieso Assists with resolution of escalated incidents and participates in problem management activities. Cross-trains other IT staff in the use or maintenance of technologyo Provides technical guidance, training, knowledge transfer, knowledge articles, oversight and direction for End User Services and the employee baseo Develops policies, procedures, programs, or scripts as requiredo Provides administrative functions including the development and enforcement of procedural & technical documentation, IT policy recommendations, & security initiativeso Advises IT Operation Team and the IT Support Center of performance issues and resolutionso Be available during non-scheduled hours either remotely or on-site as business needs require Typically Requires: · Requires 4-year college degree or equivalent experience. · 5+ years of hands-on experience supporting Windows Desktop Enterprise technologies and MACs (e.g. SCCM, WIM Creation, Capture and Deployment Task Sequence tools, Microsoft Deployment Toolkit (MDT), Automated BIOS configuration and updates, WinPE, Active Directory & Windows) · 3+ years of hands-on experiencing supporting mobile devices (Smartphones \ Tablets) · 3+ years of experience in Managing desktop management tools (SCCM, IEM, and/or LANDesk) · 3+ years Windows and/or MAC OS builds (Currently supported by Microsoft and Apple) · Strong software and hardware troubleshooting skills, including BIOS configuration, Driver selection, and configuration. · Understanding of and experience with VMWare V-Sphere and Virtual Machines. · Solid knowledge of desktop imaging and deployment tools · Working knowledge of Microsoft's Active Directory and Group Policy Object management, Microsoft products, Internet software and all MS Operating Systems. · Strong written, oral and listening skills. Solid critical thinking skills. Adept at presenting to audiences ranging from technical staff to executive management · Strong organizational skills and technical acumen, ability to work independently