Sr Desktop Engineer

LED FastStart•New Orleans, LA

About The Position

Provide optimal customer service. Maintain a professional and collaborative relationship with customers, Data Systems staff, vendors, and third-party support providers. Multi-task effectively in an interrupt-driven environment. Perform second and third level desktop support to customers, which includes centralized problem and request resolution for customers; appropriate incident management including documenting incident descriptions, notes, and resolutions. Create, document and maintain an efficient problem management system for the Customer Services Department. Analyze incidents and identify repetitive issues. Develop and document a work-around solution and submit for corrective action utilizing the problem management process. Create problem reports that will be used by the technical team for analysis and resolution. Perform technical tasks and procedures as required by Cyber Security to keep SPR client compliant with SPR Cyber Security standards. Perform technical tasks and procedures as required by Network Operations to keep SPR client devices compliant with SPR Network standards. Implement projects and technical tasks according to Configuration Management policies and procedures. Use approved information technology software to perform technical tasks in support of SPR personnel and client devices. Perform asset management tasks regarding client software and hardware assets. Maintain software and hardware maintenance. Provide responsibility and accountability of assets and peripheral equipment. Procurement of assets and peripheral equipment as needed. Provide technical support and direction to Help Desk Staff to ensure hardware, software and peripherals are configured and functioning as required. Provides technical direction regarding the deployment, maintenance, support and upgrade of client hardware and software and operation systems. Work with Data Systems staff, vendors, and third-party support providers to ensure efficient incident and problem management. Work with the Customer Services team members on a daily basis to assist in resolving any technical issues and in providing optimal service to the customers. Interface with other Data Systems team members as needed to assist in resolving any technical issues. Create and maintain documentation such as Use Cases, Use Instructions, Installation Instructions, Service Level Agreements, Hardware and Software Specifications, Procedures, Policies and Work Instructions.

Requirements

Bachelor of Science in Information Systems and Seven years customer support/help desk experience OR HS diploma and 10 years experience in customer support/help desk supporting 1000 or more users
3 years of experience in inventory and asset management
Self starter and very strong organization skills
Excellent written and oral communication skills are required to effectively communicate with the end user and vendors as well as document incidents, requests, problems, changes, work instructions and procedures
Microsoft Windows administration experience is required
Ability to provide positive customer service
Demonstrate a high level of problem-solving skills
Provide technical leadership and direction for the team
Maintain asset inventory and assignment, along with maintaining the hardware and software maintenance database
Execute procurements as required

Responsibilities

Perform second and third level desktop support to customers
Create, document and maintain an efficient problem management system for the Customer Services Department
Analyze incidents and identify repetitive issues
Develop and document a work-around solution and submit for corrective action utilizing the problem management process
Create problem reports that will be used by the technical team for analysis and resolution
Perform technical tasks and procedures as required by Cyber Security to keep SPR client compliant with SPR Cyber Security standards
Perform technical tasks and procedures as required by Network Operations to keep SPR client devices compliant with SPR Network standards
Implement projects and technical tasks according to Configuration Management policies and procedures
Use approved information technology software to perform technical tasks in support of SPR personnel and client devices
Perform asset management tasks regarding client software and hardware assets
Maintain software and hardware maintenance
Provide responsibility and accountability of assets and peripheral equipment
Procurement of assets and peripheral equipment as needed
Provide technical support and direction to Help Desk Staff to ensure hardware, software and peripherals are configured and functioning as required
Provides technical direction regarding the deployment, maintenance, support and upgrade of client hardware and software and operation systems
Work with Data Systems staff, vendors, and third-party support providers to ensure efficient incident and problem management
Work with the Customer Services team members on a daily basis to assist in resolving any technical issues and in providing optimal service to the customers
Interface with other Data Systems team members as needed to assist in resolving any technical issues
Create and maintain documentation such as Use Cases, Use Instructions, Installation Instructions, Service Level Agreements, Hardware and Software Specifications, Procedures, Policies and Work Instructions