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  Desktop Engineer
 
Employer: National Public Radio (NPR) Job Posted: 1/22/2020
Location: Washington, DC Job Status: Full Time
 
 

Job Description:

The primary responsibility of the Desktop Engineer is to manage the build, configuration, and patching of NPR’s personal computing devices, both Apple and Microsoft with a focus on Apple devices. This position will serve as the subject matter expert for our Apple devices and serve as the backup of the Microsoft desktop engineer. Engineer will document and train Service Desk staff on support procedures and administer additional tools including but not limited to Service Desk ticketing system. In addition to administering systems they will address support problems and assist with team projects.

RESPONSIBILITIES

• The Desktop engineer will maintain NPR devices with respect to security and usability using JAMF and SCCM
• Responsible for training and documenting support practices for the Service Desk and researching new tools for the environment
• Recommends and develops hardware standards
• Administration of Service Desk ticketing system
• Create, test, and update software packages through JAMF and SCCM
• Provides end-user support for application, OS, and hardware issues for both Mac and PC
• Installs, builds, and maintains computers, network, telephony equipment, peripherals, and mobile devices
• Provides technical assistance and training to end-users and junior technicians
• Administers user and computer accounts using Active Directory, SCCM, and JAMF
• Acts as a liaison for escalations on critical issues for various internal technology groups between tier 1, 2, 3, and management teams
• Provides creative troubleshooting and support for applications and production systems
• Leads and oversees small and large-scale projects
• Applies IT project management techniques
• Responds to service requests within required Service Level Agreements
• Documents processes, procedures, instructions, and training materials for users and IT colleagues
• Assists in ensuring adherence to policies, procedures, and standards
• Responds quickly to critical equipment and software issues. Including on-call assignments to support NPR’s 24 x 7 x 365 schedule

QUALIFICATIONS
EDUCATION
: Bachelor’s degree preferred with a concentration in MIS or Computer Science or an Associate degree and 4 years of direct career experience in information technology disciplines, or an equivalent combination of education and experience

Certifications: A+, Network+, MCP or ACMT, JAMF certifications desired

REQUIRED SKILLS

• Exceptional customer service/interpersonal skills
• Excellent verbal and written communications skills
• At least 3 years of experience supporting, maintaining, troubleshooting, and administering in an enterprise environment
• Experience configuring hardware and software for Mac and PC
• Subject Matter Expert for Apple products and enterprise software
• Experience administering JAMF Pro and SCCM
• Experience building and maintaining PC and Mac images
• Ability to operate in a deadline driven environment and successfully prioritize multiple responsibilities
• Must be able to work cooperatively with others as part of a team, hold own work to high standards, and inspire others to do the same
• Strong attention to detail, especially as it pertains to process execution, testing, following policy and procedures, change management, and documenting
• Self-Starter, detail oriented, and strong organizational skills

PREFERRED SKILLS

• Experience administering Service Desk ticketing tools
• Experience administering MDM tools
• Knowledge of Scripting
• Experience with Windows Server Administration and Active Directory
• Experience with Avaya IP phone management
• Project Management skills


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