Senior Desktop Engineer

The position is primarily responsible for face-to-face and remote technical support of Black Box employees using desktops and laptops in a Windows server, Windows laptop and Windows workstation environment and act as SMART Hands performing Data centers related activities. In this position you will be required to manage the daily activities making sound judgments that are required to deliver optimal service to our end users.

Must possess a strong sense of ownership, a hunger to succeed, exceptional skills and relevant experience as well as an ability and willingness to learn fast with an amazing attitude.

Attendance in office is mandatory.

Job Responsibilities:

• Configure, test, and deploy laptop and workstation hardware and software to users both locally and remotely
• Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers
• Diagnose and resolves problems related to the operation of PCs on the network
• Troubleshoot and repair break/fix issues
• Configure, troubleshoot and support Video Conferencing systems used for corporate broadcasts
• SMART HANDS to take direction and perform Data Center related activities . physical connectivity and cabling, coordinate with the Infrastructure teams regarding compute, storage, backup and networking activities on an as needed basis. Travel to the data center in Pittsburgh when needed is a requirement
• Provide solutions to user issues by identifying problems, researching answers, and helping to implement
• Train users in basic problem resolution and understanding of how to make efficient use of their PCs
• Respond to user requests and service issues in a timely and professional manner
• Provide support via phone and using remote support software
• Create, monitor, update, and close tickets using Service Now ticketing system
• Adhere to Black Box corporate, technology and security policies at all times while performing daily functions
• Remain current on technical and operational details concerning PC products and support

Personal Qualifications

• Degree and/or technical education in Information Technology or related field along with 10+ Years of relevant hands on experience in an end user and customer focused networked PC environment
• Industry-specific certifications such as A+, Microsoft and ITIL are a plus but not required.
• Comfortable working independently in a fast-paced office setting while supporting a wide variety of job roles.
• Proficient in time-management and the ability to multitask and prioritize daily support requests and projects.
• Ability to diagnose, isolate and troubleshoot computer physical hardware and software components both remotely and locally.
• Exhibit professional attitude and appearance with excellent verbal, interpersonal and communication skills.
• Self-motivated, enthusiastic, solid problem-solving skills, detail oriented, willing to learn and a desire to succeed.

Technical Qualifications

• Extensive experience with Win10/11 OS – Control panel, System settings, networking, device manager
• Microsoft Outlook, Word, Excel
• Cisco AnyConnect or experience with VPN client technologies
• Cisco Web-Ex
• Hands on Working knowledge in MS Entra, InTune Administration, MDM
• Experience with endpoint security tools, ex: CrowdStrike Falcon, Cisco Umbrella, Cisco Anti-Malware protection
• Microsoft email and Outlook on an Hybrid O365 Environment – OST/PST, Email Profiles, Shared Folders, Archives, Add-on’s and Webmail
• Networking – Exposure and knowledge of networking protocols and components - TcpIP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic’s.
• Active Directory Password resets and User properties.
• Working knowledge of WebEx audio/video conferencing systems
• Understanding and prior experience working on the physical setup of a Data center
• Laptop backup – Black Box uses NovaStor

Tools Knowledge –

Remote access support tools

• Bomgar - Good to Have
• Ticketing System Service Now
• Software Push Manage Engine
• Asset Management
• Data recovery tools
• Disk Encryption
• Citrix virtual apps desktop and Citrix Workspace
• Laptop/Workstation imaging technologies Manage Engine Endpoint Central
• Virtual Private Network Cisco AnyConnect
• Endpoint Security management Cisco AMP-Umbrella and CrowdStrike Falcon

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