IT Desktop Support Engineer II - ACCO Engineered Systems

Overview

General Description: 

Under the direction of Desktop Support Manager, the IT Desktop Engineer will provide high-quality and professional services to our ACCO Field and Office Staff. This position is responsible for the delivery of End Point technology solutions designed to meet the business objective of leveraging our Project Management and delivery capability to take control, deliver with speed and provide a single point of accountability.

The position will require building relationships with Field, Office and Shop teams, listening to their needs, and being proactive in raising and resolving issues. The willingness and ability to travel occasionally to jobsite or remote offices is a necessary requirement of this position. This role will require a strong emphasis on Client interaction, communication, using scripts and documentation. The position will be based out of Costa Mesa and primarily focused on supporting operations from Costa Mesa to San Diego.

 Responsibilities

• Act as Technical subject matter expert for all OS and client workstation technologies and issues, including Windows 11, Microsoft Edge, Google, Chrome, and End Point Cyber security tools.
• Act as a technical subject matter expert for all desktop management related technologies including Microsoft Endpoint Manager, BOX and MDM tools.
• Troubleshoot client-based application problems and work with the internal application support teams to provide comprehensive resolutions to end-user issues.
• Provide in-person and remote Tier 1 and Tier 2 support for daily IT ticket queue, providing 5-star service.
• Configure, install and support desktop computers, laptop computers, handheld mobile devices, monitors, portable data storage devices, and other general peripherals.
• Use Microsoft Endpoint Manager, Lenovo Cloud, and Maas360 to Deploy Endpoint Devices. 
• Monitor incident management system and respond to Incident and Service Catalog requests.
• Supports network products from operational and maintenance perspectives.
• Performs installs, moves, adds, and changes as required
• Coordinate with the network the installation of data lines and configuration/installation of Meraki Firewall and VPN.
• Work with the Cybersecurity team to follow up on cyber-related alerts and remediations.
• This position will require travel to remote offices, customer locations, and job sites.

Position Requirements (Skills, Work Experience, Education, Certification, ect):

• Degree in related IT Technology field and or equivalent experience in Microsoft Technology.
• 2-5 years  in IT support role with an emphasis on EndPoint devices and Applications 
• Knowledge of Microsoft EndPoint Manager, Office 365, Windows 11
• Expertise with Endpoint Security tools such as BitLocker, Malware, and Cyber Threat cleanup tools 
• Expertise with Active Directory/Azure AD, VPN, LAN/WAN Topology
• Capable of utilizing and understanding PowerShell scripts
• Ability to handle conflict and difficult situations within a technical and client service environment
• Technical understanding of modern collaboration platforms such as Zoom, Teams, G Suite
• Proactive follow-up, effective problem resolution, and end-to-end ownership of the problem is required.
• Ability to handle/manage multiple simultaneous priorities, deadlines, and deliveries. 
• Must be detail-oriented.

ACCO Competencies

• Proactivity / Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level/position and with minimal supervision.
• Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
• Insight: The ability to gather and make sense of information that suggests new possibilities.
• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.
• Big Picture: Understands and contributes to organizations’ short- and long-term business strategy.  On a personal level has independently developed a vision for short- and long-term career success.
• Motivation / Dedication: Commits to excellence in pursuing unselfish goals.  Initiates action with collective goals, takes responsibility, and shows personal humility.
• Technical Curiosity / Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feed, back; demonstrating an openness to learning and change.
• Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives.

Physical requirements: (The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions). 

• The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• The employee may regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision and distance vision. 
• While performing the duties of this Job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is regularly required to walk and sit; climb or balance and stoop, kneel, crouch, or crawl (for purposes of assisting with project job walks and site inspections). The employee is occasionally required to reach above shoulder height to access storage cabinets and shelves. 

This is a non-exempt position. Workdays are scheduled from Monday through Friday. Typically, work hours begin and end between 7:00 am and 5:00 pm as scheduled with the position's supervisor, with a minimum thirty-minute and maximum one-hour break for lunch, and two rest breaks. Occasional overtime may be necessary per business needs.