Desktop Support Engineer

Brand

Description

The Desktop Support Engineer will design, implement, and support scalable endpoint solutions that support the goals and objectives of the IT organization throughout the enterprise. Endpoint solutions involve workstations, laptops, thin clients (or other form factors) and will be focused on either enhancing the end-user experience or solving a unique business requirement. This role will own the strategy and execution around the deployment, management, and operational support of these endpoint solutions leveraging enterprise technologies in a Microsoft windows environment such as MCEM/SCCM, Microsoft Virtual Desktop, as well as Intune. This role will manage all macOS endpoints throughout the environment using JAMF from policies, configuration profiles, package creation and deployments, and patching to backend connections with Okta, and Apple Business Manager. You will work closely with other IT engineers and department stakeholders throughout various JAMF and Mac-related projects.

Major responsibilities of the position are listed below. To perform the job successfully, an individual must be able to execute each essential duty satisfactorily. Other duties, assignments and specific projects may be assigned at the discretion of management. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Perform Patch management tasks including maintaining current knowledge of available patches, deciding what patches are appropriate for systems, ensuring that patches are installed properly, testing systems after installation, and documenting all associated procedures
• Create and sustain automated processes for software delivery/packaging, and configuration management to distribute throughout the windows enterprise using SCCM/MECM technologies, as well as the macOS environment using JAMF technologies
• Plan an Operating System deployment strategy using MECM and Intune Autopilot to implement both Imageless solution as well as hardware independent images to support multiple hardware types and OS architectures, perform Windows upgrades, driver management, and the certification of new hardware devices.
• Implement solutions to build and maintain virtual desktops in Azure cloud with custom images
• 2nd / 3rd line support troubleshooting MECM/SCCM/JAMF deployment issues
• Recommend and implement system enhancements that will improve the performance and reliability of systems including installing, upgrading/patching, monitoring, problem resolution, and configuration management
• Test new releases of products to ensure compatibility and minimize user impact.
• Analyze internal or external customer requirements and determine equipment and software requirements for solutions to problems by means of automated systems
• Able to communicate effectively at all levels of the organization, with internal or external customers, in written and oral format.
• Conform to Problem Management Policies and Procedures when resolving assigned production support problems as assigned under periodic review.
• Conform to Change Control Requests Policies and Procedures as required by company change management policies.
• Conform to Corporate Security Policies and procedures as assigned under periodic review.
• Establish and maintain a client relationship with a customer service perspective that is professional, courteous, and respectful to all employees.
• Acquire and maintain required business knowledge for the client area as assigned under direct guidance.
• Produce periodic status report as requested by management and supervisor.
• Other Job duties as assigned.

Requirements

• Associate or Bachelor degree and a minimum of 5 years of related experience or 9 years of directly applicable experience.
• 10+ years of experience with End User Computing and Infrastructure technical skills especially in the areas of Desktop, VDI, Remote Access, Windows/Apple OS Image Management, End-point Security, Application Packaging, Group Policy, Security patching, Firmware and Device Drivers upgrades etc.
• Experience installing, configuring, and maintaining computer hardware in a networked environment
• Strong technical knowledge of network and PC operating systems including Windows Server, Windows 7, Windows 10, and Remote Desktop.
• Patch Management using MECM/SCCM and WSUS
• Solid MECM/SCCM work experience
• Minimum 5 years' experience supporting macOS and working with JAMF in an enterprise environment
• Extensive scripting experience utilizing a variety of languages such as VB Script, C#, VB.NET, Bash, PowerShell or other scripting languages
• Troubleshoot and fix and disruptions on the MECM/SCCM/JAMF infrastructure and able to analyze and suggest/provide improvements
• Demonstrated ability to solve complex technical problems with little or no assistance

About Us

About Cheryl's Cookies®

Founded in 1981, Cheryl's Cookies has quickly grown a loyal customer following for its quality fresh-baked desserts using only the finest ingredients, including individually wrapped cookies, brownies and cakes. Headquartered in Westerville, Ohio, Cheryl's Cookies is well-known for its cut-out cookies with buttercream frosting and its selection of specially designed, hand-crafted baked goods for everyday and special occasion gifting. Offerings may be found on its website Cheryls.com and in its retail stores in Ohio. Cheryl's Cookies is part of the 1-800-FLOWERS.COM, Inc. family of brands, Shares in 1-800-FLOWERS.COM, Inc. are traded on the NASDAQ Global Select Market, ticker symbol: FLWS.

Our Commitment to Diversity

At 1-800-FLOWERS.COM, Inc., we seek to inspire more human expression, connection, and celebration -- for everyone. This means fostering a culture of inclusion where our team members, customers, and partners feel respected, valued, and empowered. We believe that embracing diversity, and celebrating the uniqueness of every individual, makes us a better company.