Desktop Support Engineer II

Apptio Morrisville , PA 19067

Posted 6 months ago

Title: Desktop Support Analyst II

The Position


Apptio is currently looking for a Service Desk Analyst with a passion for customer service and experience in all aspects of end-user support from IT Service Desk triage and troubleshooting, through desktop deployment and break/fix repair, asset management and optimization, as well as Audio-Visual and Unified Communications technologies. The ideal candidate possesses a blend of tactical hands-on capability, responsive customer attitude, experience with Windows, Mac and Linux environments, exceptional multi-tasking capabilities and a strong drive towards operational excellence.


The IT Service Desk team is a small but growing team with a global footprint in a fast paced and dynamic Technology Business Management organization. The Service Desk team is focused on all areas of IT Operations delivery, tightly integrated with all other parts of IT and the wider organization to deliver first class support services.

What we want you to do:

  • Provide high levels of customer satisfaction at all levels within the organization (Execs, EA's, Managers, IC's)

  • Resolve Tier 1 and 2 service desk incidents and complete service requests

  • Work efficiently and effectively in a fast paced environment with deadlines

  • Train New-Hires, departments and groups on Apptio IT core services

  • Assess customer business processes and propose innovative technology use to optimize them

  • Propose and implement service desk process improvements

  • Utilize Configuration Management solutions (i.e. SCCM) in medium-to-large scale PC/OS deployments

  • Create Knowledge Base articles (KBs) by investigating and documenting incident root cause and resolution

  • Provide local/remote support and troubleshooting across all geo-locations (US, EMEA, APAC)

  • Fulfill duty as a member of the weekly on-call rotation for after-hours support (as required)

  • Work with Network/Sys Engineers to ensure optimal operations of all systems

  • Possess fundamental knowledge and understanding of LAN/WAN architecture and administration

  • Identify, track and articulate trending issues and produce metrics (as required)

  • Provide support and coaching for new and emerging technologies released to the organization including Unified Communications (e.g. Skype for Business)


Basic Qualifications:

  • 3+ years supporting Corporate, Remote and Executive level personnel

  • 3+ years supporting PC hardware with Windows 7/10 OS in a Windows Server Enterprise domain

  • 3+ years managing Active Directory Users and Computers, SCCM for config and deployment

  • Experience supporting Microsoft Office suite, Office 365 and management tools.

  • 1-3 years working with Mac OS and Apple hardware in an Enterprise Environment

Preferred Qualifications:

  • ITIL v3 knowledge

  • Experience with Jamf (Apple management tools)

  • CompTIA A+, HDI Support Center Analyst (HDI-SCA)

  • Windows Server Enterprise knowledge (Windows Server 2012/2016 Enterprise)

  • SCCM experience(System Center Configuration Management) experience

  • Linux/Unix experience

  • Experiencing in troubleshooting

  • Network fundamentals and troubleshooting

  • Good decision and prioritization capabilities

Apptio benefits include Company-Paid employee health, dental, vision, life, and disability insurance and generous contributions to a health savings account. We also offer participation in a flexible spending account, 401k, and other voluntary programs.

The Company

Apptio is the leading software to fuel digital transformation. We help technology and finance leaders make smart decisions as they plan, analyze, and optimize technology investments in pursuit of digital transformation. Apptio's software uses machine learning to translate technology costs and utilization across on-premises systems, vendors, projects, agile and cloud systems into a holistic, business-centric view. With Apptio, IT leaders make smarter digital transformation investments. Companies of all sizes and geographies trust Apptio to fuel their digital transformation, including 50% of the Fortune 100. For more information, please visit

Apptio Inc. is not open to 3rd party solicitation or resumes for our posted FTE positions. Resumes received from 3rd party agencies that are unsolicited will be considered complimentary.

Apptio, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Apptio, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

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Desktop Support Engineer II