Hybrid Desktop Engineer

at Twinings

• Job title: Desktop Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Tech skills: ITSM, ServiceNow
• Location requirements: Hybrid, Greensboro, United States

About the role

• Desktop Engineer providing first and second line IT support for Twinings Ovaltine's technology needs. Supporting users across laptops, mobile devices, and meeting technologies in a hybrid workplace.

Responsibilities

• Providing first and second line support to colleagues using laptops, desktops, company mobile phones, and other workplace technology
• Installing and configuring devices for new starters, supporting inductions and making sure users get up and running smoothly
• Assisting in managing IT assets, keeping records up to date and equipment well organised
• Working with experienced engineers and support teams to solve technical issues
• Supporting software rollouts and technology upgrades
• Developing documentation to help users understand their tech
• Being a friendly and helpful face of IT for our colleagues
• Helping maintain meeting room tech and company mobile phone
• **Key Accountabilities: **
• Ensure service levels are met and maintained by providing reactive and proactive support in a timely and accurate fashion.
• Partner with the ABF’s Business Technology Services (BTS) to blur the lines of the “them and us” culture and ensure the end user just sees one global BizTech team.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, peripheral devices, and networking hardware products.
• Install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
• Support users in local and remote network connectivity and access, troubleshooting and resolving any connectivity issues.
• Ensure configuration information for hardware and software items is maintained within BTS’ CMDB.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems recommending and implementing corrective solutions, including off-site repair as needed.
• As necessary, liaise with and co-ordinate third-party support providers and PC equipment vendors.
• Provide training and support to business staff on computer operation.**Undertake Local Area Network (LAN) support and troubleshooting where required.
• Act as SME for meeting room equipment (functionally and technically) and facilities to ensure availability and productivity of these solutions, providing knowledge transfer and training to peers and end users where needed
• Provide input and complete action items related to continuous improvement to inventory management and endpoint lifecycle

Requirements

• Excellent technical knowledge and experience of supporting of PC hardware and peripherals.
• Excellent technical knowledge and experience of supporting Microsoft Windows OS suite.
• Good knowledge of and experience of supporting Microsoft Office products.
• Working technical knowledge of current network protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides
• Ability to conduct research into PC issues and products as required.
• Familiarity with ITSM/ticketing tools (ServiceNow, Freshdesk, Jira, etc.)
• Experience of working within an ITIL framework.
• College diploma or university degree in the field of computer science and/or be able to clearly demonstrate relevant experience in a similar role(s).
• **Desired Skills, Knowledge & Experience:**
• Certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.
• Exposure to Lenovo hardware platforms.
• Extensive knowledge of Windows 11.
• Extensive remote troubleshooting skills (by phone/remote control).

Benefits

• Medical Insurance- Employee Only Plan Premiums Fully Covered by Employer
• Dental Insurance
• Vision Insurance
• FSA
• Employer Paid Benefits include: Life Insurance, Short Term Disability and Long-Term Disability
• Paid Vacation, Holidays and Sick Time
• Employer Paid Employee Assistance Program
• Development Opportunities
• Tuition Reimbursement
• Free Telehealth Services
• 401k Retirement (With Employer Match and other Employer Paid Benefits included)
• Wellbeing Reimbursement Fund up to $1,200 annually
• Tax Prep Reimbursement Fund up to $100 annually
• Discounted Pet Insurance through ASPCA