Service Desk Engineer

We heard you knock! Masonite is now proudly part of Owens Corning. Owens Corning is a global building and construction materials leader committed to building a sustainable future through material innovation. Our four integrated businesses – Roofing, Insulation, Doors, and Composites – provide durable, sustainable, energy-efficient solutions that leverage our unique material science, manufacturing, and market knowledge to help our customers win and grow. We are global in scope, human in scale with more than 25,000 employees in 31 countries dedicated to generating value for our customers and shareholders, and making a difference in the communities where we work and live. Founded in 1938 and based in Toledo, Ohio, USA, Owens Corning posted 2023 sales of $9.7 billion. For more information, visit www.owenscorning.com . Please note that this role is specifically for IBP Solutions US, LLC dba Masonite Architectural, which was separated from Masonite International and was sold on May 14, 2024. IBP Solutions US, LLC dba Masonite Architectural currently operates as a standalone entity. Job Description: Desktop Support Engineer Work Location: Remote Department: IT Reports to: Manager IT Operations starting salary: $55,000 The Desktop Support Engineer is responsible to implement and maintain enterprise solutions around endpoint devices, security compliance, backups, standardization and end user services. This role requires a technical hands-on involvement and expertise. This individual ensures that the infrastructure and related procedures located at remote offices adhere to organizational goals in support of staff, team members and customers. The candidate who fills this position will be working with other team members, providers and customers to design implement and support new and existing solutions. The quality of these solutions will impact revenue to the business so attention to detail is a "must have" trait for a candidate to possess. Main Responsibilities and Accountabilities Develops tactical departmental planning, oversees implementations & modifications, new policies & procedures. Collaboration with Project Managers, other IT department and Business units around new projects being requested of Desktop Engineering Endpoints team or may have impact in end user device areas. Develop and review documentation, and standards around items impacting end user devices or access to meet Business, Security and Compliance requirements. Coordinate with Service Desk on process and procedure updates and transition meeting around new or updated end user connectivity and device areas. Participate in Information Security, Compliance and Risk Management affecting end user computing environment, including audit response and remediation. Work with Service Desk and other IT department management to identify requirements for new services, tools and processes to manage and improve customer satisfaction Analyzes vendor proposals and maintains current knowledge of overall Desktop Engineering vendor capabilities. Performs capacity reviews and plans for Desktop Engineering equipment and functions. On-call for team responsibilities and requests related to systems we are involved with. A self-motivated person who is able to work both independently and under supervision Able to prioritize tasks with respect to milestones and deadlines Able to maintain a positive and cooperative attitude in sometimes stressful situations Willing to work as part of a team and share responsibilities when needed Able to communicate effectively with internal and external customers Intrapersonal skills to help negotiate priorities and to resolve conflicts among support and project stakeholders Coordinate the activities of others (internal staff, subcontractors, associates and staff from collaborating and/or competing suppliers) and manage stakeholder expectations and requirements Ability to perform travel. Also, must have the ability to travel to Canada. Minimum Qualifications and Experience Requirements Education Associate’s degree in computer science, MIS or related field of study; or any equivalent combination of relevant experience, education and training. Desired Skills: Ability to maintain a profession demeanor when troubleshooting issues Performance metrics reporting Attention to detail and high level of customer care skills Creating documentation Hands-on experience with infrastructure technologies including Microsoft server platforms, enterprise client management systems and IT security Hands-on experience with Active Directory infrastructure and Group Policy Management Experience with enterprise imaging, patch and application deployment systems Extensive knowledge of enterprise technology platforms including DNS, Active Directory, TCP/IP, SMTP, SCCM or MDT imaging and package deployment, thin client management, etc. Knowledge of Enterprise Mac, IOS and Android device imaging, security, encryption, patching and management Experience with Microsoft Enterprise Exchange management and support Strong understanding of ITIL; ITIL Certification preferred Ability to work effectively in a high-paced and dynamic work environment Strong interpersonal, communication skills and self-motivated. High capacity for learning and excellent problem-solving and design skills #LI-JH1 We Help People Walk Through Walls We respect the privacy of candidates for employment. Our Masonite Applicant Privacy Policy sets forth in more detail our privacy practices, including, without limitation, our collection and usage practices, of your personal information when you apply for a position with a Masonite entity. Job Type: Full-time Pay: $55,000.00 per year