Virginia, US

Desktop Support Engineer

Fragomen Worldwide is looking to hire a dynamic Desktop Support Engineer to join our talented Desktop and Platform Services engineering group in our Technology & Innovation Lab in Pittsburgh. 

The Desktop Support Engineer manages the day-to-day operations of SCCM while working within the Citrix VDI and desktop engineering architecture. Identifying trends within both environments is a critical part of this position as well as proactively recognizing problems prior to end-users impact.  The Systems Engineer is also responsible for working with the business groups, learning their needs and confirming the team is meeting the expectations of the requirements set forth.

Essential Duties

  • Analyze all available monitor tools, set baselines, identify trends/changes in end-user workflow and report these changes to the team. 
  • Triage tickets escalated to engineering team confirming priority level and insuring ticket is fully documented.
  • Provide third level operational support for escalated issues and escalate within the team as needed.
  • Demonstrate diplomacy, teamwork, collaboration and creative problem solving.
  • Maintain standards and processes including rollout and support documentation.
  • Work with team members to streamline processes and perform standard administrative functions as needed.
  • Be the liaison between engineering and support teams, making sure support teams have training material, documentation and is following engineering team’s best practices.

Experience and Skills Required

  • Administrative knowledge of Citrix, iGel and Universal Management Suite (UMS) console, SCCM and Windows Desktop OS required.
  • 5-7 years’ experience working with end-user equipment like:  desktops, laptops, mobile devices and printers; independently solving technical problems associated with them.
  • Knowledge of Windows, Mac and Linux operating systems.
  • Ability to work in Windows desktop registry to implement a fix.
  • Support of business applications:  MS Office, IE, Chrome, Adobe.
  • Knowledge of OS and application deployment tools.
  • Knowledge of programming language and/or scripting language.
  • Excellent communication, organizational and documentation skills.
  • Ability to conduct research into server, desktop and software products as required.
  • Self-motivated and self-starter.
  • Attention to detail.
  • Proven analytical and problem-solving abilities.
  • Certification in Microsoft, Citrix, Apple, Cisco is a plus.
  • Microsoft Active Directory, DHCP, Group Policy experience is a plus.

About Us

Fragomen is the leading firm dedicated exclusively to immigration services worldwide. Our more than 50 offices and over 3,750 employees are strategically located in key commercial centers throughout the Americas, Europe, Asia Pacific, the Middle East and Africa. This expansive reach allows us to provide services in more than 170 countries.

Path Created with Sketch. US-Pittsburgh
Full Time
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