TE65P2 Workplace Engineer

CAS • Columbus, OH

2d • Hybrid

About The Position

CAS is seeking a Workplace Engineer for its Workplace Technology Service Desk. This frontline, end-user computing support role resolves, documents, and owns IT incidents and service requests through completion or appropriate escalation. The Workplace Engineer is a first point of contact for employees and delivers support through phone, chat, email, and in-person channels. The role focuses on resolving issues at first contact, communicating effectively with users of varied technical abilities, and improving support tools, documentation, and workflows. It also contributes to small projects, automation, and service enhancements that improve reliability and employee experience.

The position supports staff using Windows and macOS laptops and provides basic support for legacy Solaris systems, with training provided. It is a hybrid role based at CAS headquarters in Columbus, Ohio, and requires regular attendance at the Columbus campus.

Requirements

• A college degree in a related field, or at least 2 years of experience supporting an enterprise service desk environment, or equivalent experience.
• Ability to work with limited supervision, take ownership of assigned tasks or small initiatives, and use sound judgment about when to escalate.
• Excellent customer service skills.
• Professional verbal and written communication skills.

Nice To Haves

• HDI certification, CompTIA A+, Network+, and/or Security+.
• Microsoft foundational certifications, such as Windows 11, MS-900/M365, SharePoint Online, or Endpoint Administrator certifications (e.g., MD-102, SC-900, AZ-140).
• Experience or certifications related to Apple technologies, such as Microsoft Intune or Apple Certified Support Professional (ACSP).
• ITIL Foundation v4 or v5.

Responsibilities

• Provide first-contact technical support by phone, chat, email, and in person, maintaining ownership through resolution or appropriate escalation.
• Manage incidents and service requests from intake through closure, following ticketing standards, prioritizing work, and meeting SLOs.
• Maintain greater than 95% positive customer satisfaction and effectively de-escalate calls.
• Create and maintain knowledge articles, SOPs, and quick reference guides to support consistent service and self-service.
• Support staff using Windows and macOS laptops and provide basic support for legacy Solaris systems.
• Answer hotline calls and fulfill electronic service requests, including software installation, peripheral and driver installation, inventory tracking, and device refreshes for Windows and Mac systems.
• Identify recurring issues, propose root-cause fixes, and partner with Workplace Engineering and Infrastructure teams on sustainable solutions.
• Support technology rollouts and service improvements by testing changes, communicating impacts, and updating user guidance.
• Ensure required security controls under HIPAA, CIS, and NIST are followed.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed