Summary: Under general supervision and according to established policies and procedures, the Desktop Engineer position provides enterprise clients technical leadership in the design, engineering, implementation and day-to-day operations of desktop solutions and related technologies. Responsible for the Firm's desktop computing environment, ensuring hardware and software is maintained and provides the best experience to all end users. The Desktop Engineer is also involved with extensive team and customer interaction, provides on-site and remote technical support in the resolution of escalated issues, maintaining positive contact with attorneys and support staff and observing confidentiality of personnel and Firm matters. Essential Duties and Responsibilities:
- Providing on-site and remote escalation support for all datacenter, desktop and mobile environments in a 24/7/365 environment.
- Maintaining a multi-site Microsoft System Center Configuration Manager infrastructure.
- Deploying, inventory and compliance reporting of all systems, applications, and patches.
- Advanced troubleshooting of multi-tier virtual/physical systems, applications and patches.
- Identifying bugs and deficiencies in client management tools or processes, planning for and successfully implementing steps to remediate.
- Maintaining meticulous documentation of all managed systems, deployment processes, software configurations, packaging procedures, imaging processes, QA testing and other desktop and application-related processes.
- Collaborating with other teams including Support, Infrastructure, Security and other related groups.
- Enforcing procedures as they relate to technical change management, patch management and core systems monitoring.
- Use of the Firm ticketing system to process, update and resolve incoming service and change requests.
- Working to achieve a balance between system performance and stability and end-user convenience, ergonomics and usability.
Knowledge, Skills, and Abilities Required:
- Application packaging of various formats (EXE, MSI, MSIX), preferably using Flexera InstallShield.
- Experience with PowerShell is a necessity, familiar with VBScript and BATCH scripting languages.
- Strong knowledge of Active Directory, Group Policy, PKI, DNS and DHCP.
- Experience supporting Dell, Lenovo, Client and Apple hardware and Windows/Mac operating systems in physical and virtual environments (VMware and Hyper-V).
- Experience with custom reporting and queries (SQL, SSRS, PowerBI) for SCCM.
- Experience with Ivanti User Workspace Manager or similar profile management tools.
- Creation and maintenance of reference images, dynamic zero-touch bare-metal and upgrade task sequences and driver management.
- Strong knowledge of Microsoft Windows 10, Microsoft Office (2016/2019/365) (MSI and C2R).
- Strong working knowledge of legal applications such as iManage DeskSite, CarpeDiem, Elite, Workshare, Litera, etc. strongly preferred.
- Mastery of computer networking, application interoperability, and operating system concepts.
- Ability to work independently and as part of a team in carrying out sensitive and time-critical projects.
- Excellent written and verbal communication skills, including the ability to communicate technical concepts to technical and non-technical users.
- Must be a team-oriented person who can share information, goals, opportunities, successes and failures with the appropriate parties.
- Thorough understanding of the sensitivity of the Firm's data systems and information and the importance of fast, reliable, simple access to all of the Firm's key systems.
- Ability to multi-task, organize and prioritize numerous tasks and complete them in a timely manner.
- Ability to work efficiently in fast-paced, highly-pressured environment, performing well under deadlines.
- Meticulous organizational skills.
- Ability to think independently and apply good judgment.
Education and Experience:
- Bachelor's degree in Computer Science and/or Information Systems or equivalent experience required.
- Minimum five years of IT experience focused on desktop management and legal applications management.
- Project Management experience preferred.
Working Conditions:
- Normal office environment with little exposure to excessive noise, dust, temperature, etc.