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Desktop Engineer (Cedar Rapids, IA)
Position Summary

The Desktop Engineer role provides superior customer service while designing, supporting and maintaining end user systems such as printers, desktops, mobile devices and productivity applications.  This individual will be responsible for the overall strategic design of end point technology, defining/developing policies and standard operating procedures,defining/developing documentation and working with other Engineers to select all endpoint technologies that are required to meet organization objectives.  This person will serve as an escalation target for complex incidents/problems and perform changes in accordance with GreatAmerica’s change management policy. This role may provide end user training and assistance where required.  This individual may also be responsible for assisting in the development of staff by mentoring other team members.  This role may also perform other duties as assigned.

Essential Functions

Strategy & Planning

·        Design and implement solutions that demonstrate business value based on defined business requirements for managing and maintaining end user systems and software.

·        Ensure that existing end user systems are aligned with organizational goals and objectives.

·        Conduct research on emerging technologies and recommend technologies that will increase cost effectiveness and systems flexibility.

·        Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans.

·        Develop and maintain a personal continuing education program.

·        Evaluate user needs, define technical problem sand work with appropriate resources to determine solutions.

Acquisition &Deployment

·        Conduct research on computer products in support of standards and objectives.

·        Design, recommend, schedule, and perform endpoint improvements, upgrades, and repairs.

·        Maintain up-to-date knowledge of hardware and equipment maintenance contracts.

·        Review new and existing systems design projects for compliance with standards and architectural plans.

·        Document new and existing systems architecture and technology portfolio.

Operational Management

·        Deliver required service levels and provide exceptional customer service.

·        Work with leadership to prioritize work.

·        Accurately document instances of hardware/software failure, repair, installation, and removal.

·        Plan, install and maintain endpoint hardware and software.

·        Provide training and support to end users as required.

·        Manage and respond to incoming escalation tickets.

·        Develop, document, communicate, enforce and maintain a policy for standardizing systems and software.

·        Construct, install, and test customized configurations based on standardized platforms and operating systems.

·        Work with third-party support and PC equipment vendors.

·        Work with third-party vendors to manage support and supply contracts.

·        Responsible for the integrity of, creating and updating of Asset Management records.

·        Provide after hours support as required.

Position Qualifications

Skills and Abilities

Computer Skills: Experience with Windows 7 and Windows 10 and Mac OS.  Experience with endpoint hardware from a major manufacturer such as Dell, HP and Apple.  Experience with SCCM 2012 R2 or later.  Experience with VMware Horizon View 6 or later.  Experience with Thin Client technology and subsequent management application(s).  Experience supporting productivity applications such as Microsoft Word, Excel, Outlook and the Office 365 suite of applications.           

Other Requirements: Experience in developing strategic systems architecture plans, hands-on experience with business requirements gathering/analysis, excellent technical knowledge of network and PC hardware in a Microsoft environment, hands-on hardware troubleshooting experience, Working technical knowledge of current network protocols, operating systems, and standards, including TCP/IP and Windows 7/Server 2003+, experience supporting line of business applications and working with application subject matter experts, ability to operate tools, components, and peripheral accessories, able to read and understand technical manuals and procedural documentation, ability to conduct research into emerging technologies and trends, standards, and products as required, knowledge of applicable data privacy practices and laws and proven project planning and management experience.

Education: Four year degree in the field of computer science or MIS. Certifications in A+, Network+ and Security+ required.  Company will pay to obtain certifications within the first year.  MCSA or CCNA preferred.  ITIL foundation preferred.

Experience: 5+ years equivalent work experience.


For all GreatAmerica team members:  Honesty/Integrity, Customer Oriented, Accountability, Tenacious, Communication Skills (Oral & Written), Adaptability       

For this position: Detail Oriented, Technical Aptitude, Systems Analysis, Self-Motivated, Interpersonal, Organized, Judgment, Leadership, Applied Learning, Working Under Pressure.