POSITION TITLE:     DESKTOP SYSTEMS ENGINEER

SUMMARY

Provide support for the 10,000 Windows desktops installed on the SRS.  A Desktop Engineer will work on multiple tasks simultaneously, must be able to respond quickly to diagnose and resolve issues, and work to deadlines on a weekly and monthly schedule.  Primary duties include engineering and packaging of locally written and COTS products for interactive and automatic delivery to connected workstations.  Another primary task is to monitor, respond to, and resolve potential security vulnerabilities on site PCs using existing tools.  The engineer will create preventative and user-initiated tools for security remediation.  Desktop Engineers are also responsible for resolving specific and systemic issues that the Help Desk is unable to resolve.  Responsibilities also include developing documentation, defining and executing test plans, and providing weekly status of all projects to management.  The Desktop Engineer must be familiar with Windows operating environment including the Registry and Driver support.  Provides third-level support for the Help Desk and the Desktop Systems Team to help resolve end user issues.  When required, provides desk-side assistance/troubleshooting at users' office location.  Experience with Microsoft Office, Lotus Notes, Wireless Networking, VPN, Citrix, Full Disk Encryption, SQL Server is beneficial.  The ability to read, understand, and write scripts and programs in C, C++, Powershell, Visual Basic, and Delphi is beneficial.

Desktop engineering services will be provided using SRNS processes and procedures.  Programmatic guidance will be provided by SRNS.

OTHER DUTIES AND RESPONSIBILITIES

1.      Customer Service:

a.       Must learn to think of the customer as the most important part of the job.

b.      Involves dealing with and/or responding positively to complaints, problems, and sometimes negative and emotional behavior from customers.

c.       Promote a professional customer support image.

2.      Work well with other Information Technology Groups:

a.       Interact with Help Desk, Email Team, Network Operations Center, Information System Security Officers, Systems Engineers, Computer Security, and other IT groups.

3.      Communication:

a.       Keep peers and supervision informed of trends, significant problems, unexpected delays and anything new in the environment.

b.      Keep customers informed of progress on processing requests.

c.       Clearly explain processes and technologies to customers.  Listen to and understand customer questions and feedback.

4.      Safety Participation:

a.       Actively participate in Site Safety programs, including: Safety meetings, Behavior Based Safety program, and Local Safety Improvement Team.

REQUIRED QUALIFICATIONS

Education:

BS degree in Software Engineering, Computer Science, or related field, or equivalent combination of education and experience.

Experience/Skills:

Must have 3-5 years work experience in an enterprise Windows desktop infrastructure.  Candidate must demonstrate knowledge and abilities in the following:

1.      Focus – The ability to remain focused on what is important to the business despite distractions.

2.      Problem Solving – The ability to identify and resolve problems quickly and effectively.  Understands entire process from logging to informing customer solution is in place; knows when to escalate; implements solutions not fixes.

3.      Proactive Thinking – The ability to take initiative to make improvements.  Anticipate customer needs; looks for ways to make things better for the customer, and/or eliminate recurring problems.

4.      Communication – Speaks clearly and persuasively in positive or negative situations.  Listens and gets clarification of requests.  Responds well to questions.  Ability to interact and communicate clearly in English with people over the telephone, often in stressful situations.  Writes clearly and informatively.  Edits work for spelling and grammar.

5.      Customer Skills – The ability to interact with customers in a polite and professional manner.  Regards customers as most important part of job; respectful of customers, and manages difficult or emotional customer situations.  Responds promptly to customer needs and requests for service and assistance.

6.      Professionalism – Uses time efficiently.  Approaches others in a tactful manner.  Treats others with respect and consideration regardless of their status or position.  Accepts responsibility for own actions.

7.      Teamwork – Contributes skills and capabilities to achieve the team’s goals.  Is receptive to new ideas, builds strong working relationships, and values diversity.  Encourages and gives credit to others for their contributions and puts the attainment of team goals ahead of individual objectives.  Ability to help other team members and make self available to STR/Alt STR and others.

8.      Flexibility – Performs a wide range of tasks, responding to changes in direction and priorities.  Accepts new challenges, responsibilities, and assignments.  Works outside of ordinary routine.  Views problems or business situations from both own as well as another’s perspective.  Adjusts to multiple demands and satisfying priorities.  Utilizes new and unique methods to resolve issues.  Possesses versatility demonstrated through performance and/or some experience in multiple skill sets.

9.      Team/Company Fit – Absolutely always on time; enjoys working in a very casual environment in terms of relationships and communication; willing to work overtime; doesn’t need any hand holding.

10.  Technical – The ability to learn technical product information quickly and accurately.

Physical Demands:

While performing the duties of this job, the employee is occasionally required to sit; use hands to finger, handle, feel objects, and type on keyboard; reach with hands and arms; talk and hear.  Employee must be able to drive a site vehicle and/or walk to various end-user locations on site.  Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

While performing the duties of this job, the employee will have an assigned cubical exposed to normal noise level in the work environment.  Employee may be required to drive a site vehicle to end-user locations.  While these are typically office environments, some of which may require eye protection for access.

Work Hours:

A 40 hour work week is scheduled.  ITS is presently using the 9/80s AA schedule
(9 hours/day, five days a week, Monday – Thursday and 8 hours on Friday, followed by a 9 hour/day, 4 day work week, Monday – Thursday, off Friday).  As an alternative, the employee may work 5 days a week, 8 hours/day, Monday – Friday.  Work week excludes SRNS holidays.  Each work day has a 30-minute, unpaid lunch.

Area Security Access:

A security clearance is not required.

Performance Requirements:

After a three month training period, must be familiar enough with local processes and procedures to package applications for distribution without assistance.  Must exhibit expertise in required disciplines by performing independent work and troubleshooting.