Desktop Engineer (Tier 3)

Title: Desktop Engineer / Support Consultant

Location: Camden, NJ

Onsite / Hybrid / 3/days

Duration: One year

Start: ASAP

US citizen, GC only accepted. NO OPT's

Desktop Engineer / Support Consultant - Required skills - MUST HAVES:

• Experience with ServiceNow
• Software Asset Management Pro
• Unauthorized software items
• License compliance
• Hardware Asset Management
• Incident and task management
• Knowledge around desktop applications (Windows and MAC
• Help determine why certain applications are now showing as installed/uninstalled on PCs/Mac
• General Software Licensing knowledge
• Familiarity on doing research around software titles and licensing structures
• Customer service focus
• Able to work with end users to remove remediate software where needed
• Able to work with end users and ask questions around need of installed software.
• Experience with Office365
• Configuration management skills required
• Certifications: A Plus, Microsoft Certified Professional (MCP). Microsoft Certified Technology Profession (MCTP) a plus.
• Ability to create complex software packages and distribute to end users via Microsoft SCCM
• Experience with Active Directory and GPOs a plus but not required
• 4-6 years of related experience

Desktop Engineer / Support Consultant - Summary: The consultant is responsible for maintaining and improving the end user computing hardware and software environment that the client staff uses on a daily basis. This position acts as a liaison to our end user community within the Regional office. This position is responsible for monitoring and ensuring resolution of all tier 3 tickets are resolved within SLA. This position manages medium to large projects and follows IT project methodology.

Desktop Engineer / Support Consultant - Primary Responsibility:

• Obtain business requirements, perform initial analysis, provide budget estimations, research and propose computing solutions for implementation as well as plan and implement those solutions.
• Responsible for developing project timeline and delivery of medium to large scale projects.
• Identify and document business requirements and opportunities to improve end user computing.
• Research best practices and design solutions.
• Evaluate products both hardware/software and prepare justification and recommendations for procurement.
• Presents solutions to client IT management for inclusion in the IT Project Portfolio.
• Responsible for documenting process and procedure to support end users.
• Responsible for after hours support calls from client staff and the client IT Helpdesk.
• Responsible for identifying process improvement opportunities to increase customer satisfaction rating.
• Responsible for accurately tracking corporate assets and license compliance using Microsoft’s SCCM and InTune that is integrated into ServiceNow.
• Testing and implementation of client and server based applications.
• Respond to escalated helpdesk cases submitted by the end user community for hardware and software break/fix problems.
• Installation of end user hardware and software.
• Dispatch and manage third party vendors for on-site support.
• Accountable for closure of helpdesk cases within documented Service Level requirements.
• Total responsibility and accountability for ticket resolution from inception to closure for all issues reported.