Desktop Support Specialist II

Req number:

R4016

Employment type:

Full time

Worksite flexibility:

Remote

Who we are

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

We are looking for a motivated Desktop Engineer ready to take us to the next level! If you are strong in MDM, O365 troubleshooting, user management and are looking for your next career move, apply now.

Job Description

We are looking for a Desktop Engineer to Research, analyze, evaluate and provide recommendations to management on future technology direction. This position will be full-time and remote.

What You’ll Do

• Serve as technical team lead on programs or projects that are assigned by management.

• Research, analyze, evaluate and provide recommendations to management on future technology direction.

• Provide training, mentoring, consulting, and knowledge transfer to other engineering staff.

• Work with M&A team to configure, test and deploy hardware configurations to new LPL team members.

• Produce and maintain desktop standards, knowledge base, operating procedures, guidelines and system documentation.

• Manage and evaluate performance of the Desktop Engineering team.

• Manage and ensure the adherence of SLAs across the towers.

• Develop and implement engineering standards and processes.

• Troubleshoot hardware and application configurations as it relates to workstation performance and end user experience.

• Serve as an escalation point of contact with the primary focus on restoring the services.

• Package, test, and deploy system and application updates/patches to the end-user environment.

• Build automation into daily processes to improve the ease of doing business.

• Manage multiple end-user support and business as usual requests effectively.

• Manage and maintain, master images for all business units and consultants.

• Ensure that effective communication is maintained with the executives, business leadership during a major incident.

• Determine priorities for personnel to meet operational and project goals.

• Recommend and implement improvements to desktop architecture and design.

• Manage service escalation to resolution and identify continuous improvement opportunities as appropriate.

• Keep the knowledge base and runbook for the team updated with new resolution and process appropriately.

• Appropriately manage operations and conduct operational review meeting with customer stakeholders.

• Act as an internal consultant and architect for the IT Engineering and Operations Management.

• Create, build and update workstation images to have across all platforms in an enterprise setting.

• Achieve business goals and objectives.

What You'll Need

Required:

• 5years professional work experience

• Experience supporting Telecom.

• MDM, O365 troubleshooting, user management.

• Knowledge of data communication and network concepts, principles, and fundamentals is required.

• Relevant experience or strong aptitude for building or supporting data networks is required.

• Proficiency with LAN, WAN/MAN, data center networks, or wireless networks is desired.

• Attention to detail and the ability to multitask in a fast paced environment in order to achieve business goals and objectives.

• Fluent in computer literacy practices and procedures.

• Experience with computing, topologies, scripting, and operating systems.

• Fluent in a variety of programming languages, software, and systems.

• Bachelor's or Graduate's Degree in computer engineering, computer science, engineering or information systems, or equivalent experience.

Physical Demands

• Ability to safely and successfully perform the essential job functions

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.