Desktop Engineer

National Restaurant Association
Washington, DC
Mar 20, 2017
Mar 21, 2017
Full Time
Summary of Position:The Desktop Engineer role is to support and maintain computer systems, desktops, laptops, mobile devices and peripherals within the organization so that end users can accomplish business tasks. This includes installing, diagnosing, repairing, maintaining and upgrading all hardware and equipment to ensure optimal workstation performance. The Desktop Engineer will troubleshoot problem areas (in person, by telephone or via email) in a timely and accurate fashion, and provide end user assistance where required. The Desktop Engineer is also responsible for receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Principle Duties:Strategy & Planning Works as part of Information Technology team to accomplish Association goals. Supports all internal team members and departments following the Association mission and values while promoting Association culture. Accurately document instances of hardware failure, repair, installation, and removal. Evaluate documented resolutions and analyze trends for ways to prevent future problems. Alert management to emerging trends in incidents. Acquisition & Deployment Acquire and coordinate installation of in-house and remote hardware and software across the organization s network. Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs. Operational Management Perform onsite analysis, diagnosis, and resolution of complex desktop and mobile device problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, mobile devices and related hardware and software in order to deliver required desktop service levels. Collaborate with LAN technicians/network administrators to ensure efficient operation of the company s desktop computing environment. Receive and respond to incoming calls, pages, and/or e-mails regarding problems related to desktops, laptops and mobile devices. Ensure that physical desktop connections (ie RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order. Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment. Accurately document instances of desktop equipment or component failure, repair, installation, and removal. If necessary, liaise with third-party support and PC equipment vendors Monitor and ensure that security solutions, including firewalls, anti-virus solutions are installed, updated and functioning. Administer user accounts, permissions, and access rights. Secondary Duties: Works on special projects and other duties as required helping to promote department s success. 1. Essential Technical Skills/Experience: College diploma or university degree in the field of computer science or related fields or equivalent knowledge and/or 3 years work experience. Advanced knowledge and experience with Microsoft Windows OS, Mac OS X, Microsoft Office applications, iOS, Android, Microsoft Office 365 Certifications (preferred but not required): Microsoft Windows Desktop Certification, CompTIA A+ 2. Essential Skills/Knowledge: Strong, hands-on technical knowledge of network, desktop, laptop, mobile device hardware and operating systems. Ability to operate tools, components, and peripheral accessories. Ability to quickly learn new or unfamiliar technologies and products, independently using documentation and online resources. Able to read and understand technical manuals, procedural documentation, and OEM guides. Working technical knowledge of current network hardware, protocols, and Internet standards. Excellent hardware troubleshooting experience Knowledge of applicable data privacy practices and laws. Knowledge of applicable security practices and laws 3. Essential Requirements: Good understanding of the organization s goals and objectives. Strong interpersonal, written, and oral communication skills. Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations. Ability to present ideas in a user-friendly language. Highly self-motivated and self-directed. Keen attention to detail. Proven analytical and problem-solving abilities. Strong customer service orientation. Experience working in a team-oriented, collaborative environment. Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals We periodically recruit qualified candidates for various staff positions. To apply for a position, submit the requested materials to: National Restaurant Association Attn: Human Resources 2055 L Street NW, Suite 700 Washington, DC 20036 Fax: (202) 331-5991 E-mail:

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