DESKTOP SUPPORT ENGINEER

Dassault Aviation - Little Ferry, NJ

Full-time

Little Ferry, NJ

About the position

The Desktop Support Engineer position is primarily responsible for providing tier 2 and tier 3 support related to asset management, troubleshooting, and maintenance of the company's client IT hardware and software. This role is crucial in ensuring that employees have the necessary technical support for their network connectivity and internal computer systems. While the primary focus is on supporting the Little Rock area, the engineer may also assist other areas of DFJ remotely as needed. In this role, the engineer will be tasked with implementing and maintaining hardware and software procedures and standards, as well as supporting end-users with company-approved IT hardware and software solutions. The position requires a proactive approach to managing desktop software licenses in accordance with the company's compliance needs and ensuring that all IT assets are properly configured and maintained. The Desktop Support Engineer will also be responsible for developing, testing, and maintaining software deployment packages using asset management software. This includes defining and enforcing desktop hardware and software standards based on current and future company needs. The engineer will monitor and maintain the company's IT hardware and software inventory, manage company images for deployment to client devices, and communicate technical information effectively to both technical and non-technical personnel. Additionally, the engineer will be involved in researching and proposing new technology solutions aimed at improving IT procedures or hardware/software configurations. This role requires collaboration with other teams within the Business and MIS departments, as well as maintaining documentation and knowledge bases related to IT processes. The engineer will also be responsible for responding to incident tickets, ensuring timely resolution of issues, and continuously improving IT service delivery processes.

Responsibilities

• Provides day-to-day technical support to employees for network connectivity and internal computer systems software and hardware
• Performs desktop software license management per the company's license and compliance needs stated in the contract
• Installs, configures, and troubleshoots desktops, laptops, phones, peripheral devices and software in a heterogeneous environment
• Configuration and maintenance of company issue management and asset management systems
• Develops, tests and maintains software deployment packages for approved software using asset management software
• Defines and maintains desktop hardware/software standards and procedures based on current and future company needs
• Implements and enforces defined desktop hardware/software standards, designs and procedures
• Assists with the maintenance of company printer policy and printer service agreements
• Monitors/Maintains company IT hardware and software inventory
• Responsible for managing, updating and implementing company images for deployment to client devices
• Communicates highly technical information to both technical and nontechnical personnel
• Researches, evaluates and proposes new technology solutions focused on improvements or changes to IT procedures or hardware/software configurations; tests and implements approved solutions
• Works in conjunction with the Business and other MIS Teams
• Approves/Adds/updates information to the IT knowledgebase and procedural documentation
• Performs Incident ticket processes; Responds to assigned tickets (routine and urgent) within the timeframe specified by the current service level agreement and works issues through to resolution; Maintains appropriate documentation within the Incident system as determined through periodic ticket quality reviews
• Assists in developing and creating standard operating processes to continuously improve IT
• Follows standard operating processes and best practices for all service situations
• Responsible for learning and utilizing new services and products or changes to existing services and products
• Recommends hardware and software solutions, including new acquisitions and upgrades

Requirements

• Bachelor's degree or higher-level IT certificate like MCSA
• Five (5) years of experience supporting PCs in an Intel and Microsoft environment
• Two (2) years of experience in software deployment and asset management
• Experience in writing technical procedures and documentation for both technical and non-technical personnel
• Ability to organize, plan and execute projects/tasks
• Solid ability to convey technical information and instructions to non-technical personnel
• Strong organizational, planning and teamwork skills
• Solid understanding of basic networking and client/server communications
• Comfortable working within a team and able to work independently as needed on tasks, projects or assigned incidents
• Ability to manage multiple tasks simultaneously
• Must be able to lift and move 40 lbs. with or without reasonable accommodation

Nice-to-haves

• Additional technical certificates from Microsoft or CompTIA
• MTA, MCP, MCSA or greater certification
• Familiarity with manufacturing business and industrial systems
• Experience with concepts of data administration and security
• Experience with concepts of network/server administration
• Familiarity with DFJ hardware/software