Senior Desktop Support Engineer

Telephone And Data Systems Inc. Madison , WI 53706

Posted 2 months ago

Overview

TDS has a great new opportunity for a Senior Desktop Support Engineer in our Madison, WI office. This position will help drive the deployment of the Next Generation Desktop at TDS; including assisting in the research, design, implementation, and support of all physical and virtual desktop devices with a focus on automation.

Our Client Solutions team strives to deliver superior customer service and improve the client desktop experience for over 5,000 associates within TDS and its subsidiaries. This is achieved through high quality support for a variety of services which includes: Desktop hardware and OS standards, Virtual Desktops, application deployment, and software licensing compliance.

Responsibilities

  • Serves as the subject matter expert to resolve and provide second level support for all computing systems (physical and virtual), mobile devices, Internet browsers, group policies, management tools and utilities, support procedures, and processes.

  • Develops, deploys and provides second level support and subject matter expertise for applications on end user computing systems.

  • Mentors and provides technical training to Client Solutions and Service Desk staff in order to elevate skill levels.

  • Provides automation for end user computing systems through the use of scripting technologies.

  • Drives recommendations for the elimination of manual processes to improve the overall quality and usability of the user computing environment.

  • Performs upgrades, installations, patching and second level troubleshooting for end user computing systems.

  • Collaborates with architects, business researches, proposes, engineers and implements new end user computing technologies as the needs of the business units evolve. This is accomplished through collaboration with customers/stakeholders, architects, and other technology teams.

  • Responsible for second level technical support and implementation of the end user computing environment including complete system life cycle management for the creation, packaging, testing, deployment and support of the desktop image and applications. May assist staff team member with more complex issues.

  • May lead projects related to the end use of technologies, which may involve translating requirements, understanding the roadmaps and collaborating with architects and administrators to assist in solution development and maintenance of the systems.

  • Creates and maintains detailed and descriptive technical documentation.

  • Responsible for self-study of technologies affecting end users (Both Cloud-based and On-premise).

Qualifications

Required Qualifications:

  • Bachelor's degree in Information Technology or related field or equivalent combination of education and work experience is preferred.
  • 5+ years experience working with and maintaining a large enterprise end user computing environment across multiple sites.

Other Qualifications:

  • Advanced knowledge of Windows OS support and configuration.

  • Advanced application packaging tool knowledge - set direction on tools.

  • Extensive experience with tools and processes such as SCCM, Active Directory, Group Policy, MS Office Suite, VMware, ITIL, PowerShell, VBscript, VMware ThinApp, Microsoft App-V, Remote Desktop (Terminal Services), and cloud-services.

  • Internet web browsers within an Enterprise environment including Internet Explorer, Microsoft Edge, Firefox, Google Chrome.

  • Strong understanding of enterprise network principles.

  • Good project leadership, organizational, analytical and problem-solving skills

  • Ability to troubleshoot and resolve complex hardware, peripheral, software, network, and other client-side problems in a timely manner.

  • Strong customer service skills which includes an in-depth understanding of customer business processes and needs

  • Exceptional communication skills; demonstrated ability to effectively communicate in technical and non-technical terms, at all levels, both within and outside the organization

Employees at #TDS, ranked as one of Madison Magazine's Best Places to Work, enjoy a robust total rewards package, flexible work culture, wellness programs, community involvement, tuition reimbursement and professional development. To learn more about this position or our company, please visit tds.jobs.

EEO


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Senior Desktop Support Engineer

Telephone And Data Systems Inc.