1-3 years of experience
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Employment Type:
Full time
Job Category:
Information Services
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Windows Desktop Engineer
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Job Description

Title: IT Engineer

Location: Dallas, TX (downtown)

Duration: Perm

Rate: $85K

Number of Positions: 1

Years of experience: 6+


  • Provide information technology support for Workstation deployments and general Workstation break/fix' scenarios.
  • Conduct advanced troubleshooting of hardware and software problems via phone, walk-ins, chat, email or incidents escalated by technical support staff or directly with customers.
  • Work is performed under direct supervision.


  • Primarily and heavily focused on Windows 10 image testing and analysis.
  • Provide remote and deskside assistance to technical staff as well as end-users to resolve incidents within SLAs.
  • Identify persistent problems and recurring failures in the environment and drive them to resolution by working with the appropriate IT teams and product owners.
  • Follow structured process for desktop image development for both physical and virtual desktop environments. Annotate any needed changes and bring up to management.
  • Ensure all work is supported by appropriate documentation (incident, problem, and service request or project tickets)
  • Coordinate updates to images with desktop support teams and change management organization
  • Test desk-side solutions, (software/hardware), to validate functionality and usability;
  • coordinate with IT department on integration and performance testing;
  • coordinate with users/clients on user testing.
  • Assist with developing and updating processes and procedures related to desktop management and administration.
  • Use analytical skills to troubleshoot client hardware issues: desktops, laptops, mobile devices, and printers.
  • Document troubleshooting steps, hardware specifications and/or software versions prior to escalating incidents to reduce duplication of efforts by Service Desk or other IT teams.
  • Document all customer communications in each incident.
  • Follow-up with all customers prior to closing incidents and service requests to ensure a superior customer experience.


  • Strong background in troubleshooting software and hardware issues.
  • Exceptional interpersonal, written and verbal communication skills.
  • Strong organizational, problem-solving and analytical skills, with the ability to manage multiple priorities
  • Strong knowledge in Microsoft System Center Configuration Manager 2012 R2.
  • Familiar with the latest mobile devices and iOS/Android operating systems and their enhanced capabilities.
  • Familiar with both PC hardware and software platforms including desktops, laptops, tablets, mobile phones, IP phones, etc.
  • Experience with maintaining tasks and documenting trouble issues using web-based software tools such as ServiceNow, Asana, or similar.
  • Must have at least 2 years of experience with Microsoft System Center Configuration Manager, deploying images, and troubleshooting desktop hardware.
  • Must have experience with generating and documenting processes.


Applicants must be eligible to work in the specified location

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