Sr Deskside Support Engineer

The Senior Deskside Support Engineer will be a senior member of the Deskside Support Team and will be responsible for advanced end user deployment configurations and support.

The Senior Deskside Support Engineer provides problem solving and training for end users and ensures systems efficiency and integrity. Provides research and support for new technologies to be used within the organization.

This role will provide advanced knowledge on special project requests utilizing experience to problem solve and identify a solution

What You'll Do

• Partners with the business and provides advanced knowledge on special project requests utilizing experience to problem solve and identify a solution
• Build, maintain, and support a base image for workstations including but not limited to OS, drivers and software packages utilized by all business partners.
• Provides periodical desktop, software, and peripheral support by performing troubleshooting, root cause analysis and problem resolution without supervision
• Create and maintain processes and documents pertaining to the managed workstation environment.
• Maintain patching across all current desktop, VDI, and Server images using SCCM
• Resolve issues escalated from Desktop Support Technicians providing documentation and resolution response as needed
• Regular review of end user hardware to ensure desktop industry trends and standards are being met
• Researches and applies best practice solutions for Safelite's end user computing environments including but not limited to areas of automation and elimination of manual desktop processes
• Mentor Desktop Support Technicians and Service Desk Associates
• Performs other duties as assigned
• Complies with all policies and standards

What You'll Need

• High School Required
• 4-6 years relevant experience Required
• Experience in break-fix with desktop class hardware including desktops, laptops, tablets, smartphones, and thin clients Required
• Experience in MECM and Qualys tools Required
• Proven ability to apply telecommunications and networking standards as it relates to the end user computing (High proficiency)
• Proficiency with Apple hardware, both MacBook's and iPads (Medium proficiency)
• Applications including, Ability to administer and manage both server and client end points using Microsoft MECM (High proficiency)
• Strong proficiency with MacOS and support for applications and connectivity (High proficiency)
• Ability to administer JAMF Pro Cloud Server for the management and deployment of applications to all Apple devices (Low proficiency)
• Experience provisioning and supporting virtual desktops (Medium proficiency)
• Ability to administer and troubleshoot Office365 and other Microsoft workplace applications (High proficiency)
• Basic understanding of certificates and certificates issuing authorities (Medium proficiency)
• Familiarity with ITSM systems like ServiceNow or others (Low proficiency)
• A solid understanding of PowerShell, SQL, and other basic scripting and query languages (High proficiency)
• Certifications (A+, Network+, Server+, AWS/Azure) (Medium proficiency)
• Ability to multitask in a fast-paced environment (High proficiency)
• Strong organizational skills (High proficiency)
• Provides a high level of customer services (High proficiency)
• Ability to communicate to customers at all levels of the organization in a professional manner (High proficiency)
• Must be able to use critical thinking, deduction and troubleshooting to solve problems (High proficiency)
• Availability to work flexible hours as needed (Medium proficiency)
• Availability to be on call, to work after hours or weekends (Medium proficiency)
• Windows 10 and 11, MacOS, Citrix XenApp / XenDesktop, Office365, Active Directory, IT Ticketing Systems (ServiceNow or other), Systems Management Software (MECM, Jamf) (High proficiency)

What You'll Get

• Competitive weekly pay and bonus opportunities.
• A benefits package valued at more than $10k*. This includes a 401(k) plan with company matching, medical coverage plans customized to suit your needs and a commitment to work/life balance through our paid time off (PTO) programs, company holidays and paid volunteer days.
• Up to $5,250 annually in tuition reimbursement.
• View all our health, wealth, and life offerings at www.safelitebenefits.com.

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This position description is not all inclusive for every aspect of this role. Reasonable accommodation will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job's essential duties because of an ADA disability. Other qualifications may be required to ensure employment eligibility in accordance with local laws and regulations and with Safelite Group, Inc. policies and practices.

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