TE65P2 Workplace Engineer

DescriptionJob Accountabilities:Level 2 Service Desk: processes, triages, and resolves technology issues for CAS staff escalated by Level 1 Service Desk staff.Fulfills or documents and escalates all IT related matters.Oversight and participation in small-to-medium sized projects and testing, deploying, configuring, and delivering end-user technology.Staying current on topics to suggest AI use-cases to streamline team processes or tasksFollowing all ticketing guidelines and adhering to SLO's and exceeding 95% positive customer satisfaction surveysCommunicating technical issues to non-technical staff in a clear/concise mannerProvide recommendations for laptop and peripheral life cycle management, while maintaining accurate and detailed inventory recordsWillingness to be part of rotational weekly 24x7 on-callQualifications:College degree or at least 3 years' work experience in IT Support with experience with troubleshooting issues in Windows and Mac environments on-site and via remote support software.Following all ticketing guidelines and adhering to SLO's and exceeding 95% positive customer satisfaction surveysDemonstrated Competencies:Configuring and troubleshooting mobile devices (iOS and Android) using MDM software (Intune preferred)Supporting audio/video communications (Teams, Webex, Zoom preferred)Communicating technical issues to non-technical staff in a clear/concise manner, measured by Customer SatisfactionImaging and Delivering laptop refreshes (Intune Preferred)Effectively maintaining Asset Inventory (Ivanti Preferred)Applying Security Patching protocols for Windows devices (Ivanti preferred)Identifying patterns in Incidents and reporting them to managementMentoring and training the Service Desk team and writing Knowledge Articles to ensure team successAssisting with Hardware Asset Management duties, as needed, such as unpacking, tagging, and organizing assetsOther duties as assigned.QualificationsBehaviorsPreferredInnovative: Consistently introduces new ideas and demonstrates original thinkingEnthusiastic: Shows intense and eager enjoyment and interestDedicated: Devoted to a task or purpose with loyalty or integrityLicenses & CertificationsPreferredITIL FoundationApple CertPro MacOSA+ CertificationIntune / AutopilotMicrosoft Entra/Azure/Windows 11QualificationsLicenses & CertificationsCert HW Asset Mgmt Pro (preferred)MS Tech Assoc (preferred)ITIL Foundation (preferred)A+ (CompTIA) (preferred)Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThis employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.EEO/Minority/Female/Disabled/Veteran

Created: 2025-12-08