Desktop Support Engineer
The Desktop Analyst provides hardware, software, and application support for Windows and Mac devices and conducts desktop and laptop imaging and software deployment. In addition, this role will respond to and solve customer support incidents using appropriate ITSM tools.Primary Duties & ResponsibilitiesConduct desktop and laptop imaging and software deploymentAssist in ensuring all F&G end user systems are compliant with required security standardsSupport IT infrastructure project tasks and continue ongoing support as assignedOther Duties as AssignedProvide hardware, software, and application support for Windows and Mac devicesRespond to and solve customer support incidents using appropriate ITSM toolsFollow Standard Operating Procedures for desktop virtualization environmentsFollow F&G desktop related testing strategies and document resultsDiagnose and troubleshoot problems with the virtualization desktop environmentReview, test, and deploy various software and application related updates through various deployment mechanisms and systemsExperience & Education RequirementsAssociate's degree (preferred emphasis in Computer Science or MIS) or equivalent experienceIn-depth understanding and working knowledge of desktop operating systemsUnderstanding of desktop virtualization concepts and strategies0-3 years of experience working within an IT organization in the financial services industryPreferred RequirementsUnderstanding of VMware virtualization with a focus on VDIUnderstanding of application virtualization and application streaming concepts and strategiesExperience delivering VDI to various types of endpoint devicesExperience integrating and supporting Microsoft Windows in a VDI environmentSolid technical background in desktop support on a Microsoft Windows networkSolid knowledge of laptop, desktop, and peripheral hardwareSolid knowledge of various incident ticketing systemsSkills & AbilitiesStrong customer service skillsOrganizational, communication, and time management skillsInterpersonal and presentation skills for interacting with team members and business unitsAnalytical, problem solving, and decision-making skillsAbility to work in a team environment