Reference #: 1881 Overview

Job duties include establishing technical standards for computer workstations, working with leadership to define and enforce the Desktop Architectural Standards, and identifying areas for improvement. Participates in the overall design, installation, and integration of IT Desktop Standards throughout the enterprise. Provides strong technical guidance in determining the enterprise's overall systems architecture with a core focus on End User Computing. May recommend strategies for building and maintaining the appropriate IT infrastructure that best supports our business initiatives and long-term goals. Establishes and implements our internal clients' architecture standards and solutions for a complex, global environment.

Has a comprehensive knowledge of available infrastructure technologies and trends in the industry. Utilizes knowledge and expertise to recommend IT infrastructure solutions that best support our short and long-term goals. Analyzes system requirements and long-term user needs to plan future development of integrated infrastructure systems. Recommends infrastructure security procedures and policies. May lead individual development teams and provide technical direction and supervision to less experienced team members.

The role requires a passion for supporting team members and using technology to facilitate a better end-user experience for business users.  This role is a core member of the Service Desk and should be comfortable being both hands-on in the actioning of support requests and collaborating with operations and infrastructure team members while ensuring appropriate support of knowledgebase articles and documentation for the greater IT organization with key compliance requirements: SOX, ISO 9001 / 27001, SOC2, etc. Responsibilities

Job duties include establishing technical standards for computer workstations, working with leadership to define and enforce the Desktop Architectural Standards, and identifying areas for improvement. Participates in the overall design, installation, and integration of IT Desktop Standards throughout the enterprise. Provides strong technical guidance in determining the enterprise's overall systems architecture with a core focus on End User Computing. May recommend strategies for building and maintaining the appropriate IT infrastructure that best supports our business initiatives and long-term goals. Establishes and implements our internal clients' architecture standards and solutions for a complex, global environment.

Has a comprehensive knowledge of available infrastructure technologies and trends in the industry. Utilizes knowledge and expertise to recommend IT infrastructure solutions that best support our short and long-term goals. Analyzes system requirements and long-term user needs to plan future development of integrated infrastructure systems. Recommends infrastructure security procedures and policies. May lead individual development teams and provide technical direction and supervision to less experienced team members.

The role requires a passion for supporting team members and using technology to facilitate a better end-user experience for business users.  This role is a core member of the Service Desk and should be comfortable being both hands-on in the actioning of support requests and collaborating with operations and infrastructure team members while ensuring appropriate support of knowledgebase articles and documentation for the greater IT organization with key compliance requirements: SOX, ISO 9001 / 27001, SOC2, etc. Primary Duties: Desktop Engineering Maintains responsibility for the design and implementation of the processes for imaging, patching, firewall, and provisioning, as well as Microsoft Defender and software deployment. These processes involve a wide variety of hardware, including desktops, laptops, printers, and mobile devices. Creates and deploys complex software packages for SOA. Provides guide ines, knowledge sharing, and best practices around how we can improve processes. Oversees the work of first-level Desktop Engineers, including providing perspective on possible improvements, ensuring that the outcome of the process is successful, and addressing escalated/complex issues.

Project Work Independently oversees medium to large projects that have an impact across the organization, as well as mentors first-level Desktop Engineers for small to medium projects. This includes obtaining business requirements, performing an initial analysis of the subject or issue, developing timelines, providing budget estimations, researching and proposing computing solutions, and planning and implementing those solutions. Identifies new hardware and software solutions for requests from IT or SOA business partners. Conducts the request for proposal (RFP) process to identify suitable vendors and hardware/software products. Identifies process improvement opportunities to increase automation and efficiencies in order to increase customer/employee satisfaction. Considers long-term view and impact when determining technical vendor partnerships and products, including SOA's future goals, growth, and actions. Research industry best practices during these considerations. Maintains responsibility for end-user experience of SOA employees in the areas of hardware and software environments. Documents processes and procedures to support end users. Ensures that end user experience is standardized across the organization as well as protects the integrity of data in our SOA systems. Collaborates with SOA IT management to present solutions for inclusion in the IT project portfolio.

Business and Vendor Relationships Acts as a mentor to first-level Desktop Engineers in regard to their projects to ensure that the solutions meet our standards across the organization. Reviews documentation developed by Desktop Engineer before it is published to ensure that it is accurate and easy to understand by end user community. Provides mentorship support to Level 2 Desktop Support Technicians as well as SOA Desktop Specialists, including knowledge transfer regarding hardware and software products, to ensure a seamless and efficient end user experience. Considers how hardware/software changes would affect all employees, both in-office and remote, and how to best communicate information to a variety of audiences. Acts as an IT liaison to our end user community at our remote sites, including determining relevant topics to be addressed for different types of sites and conducting recurring virtual meetings. Conducts site visits as needed for large-scale, companywide IT initiatives. Partners with third-party vendors. Acts as point of contact between SOA and the vendor to address escalations, process improvements, or hardware/software updates. In conjunction with IT Manager or Lead Desktop Engineer, participates in contract negotiations, roadmaps, and quarterly business reviews.

Participate in IT Projects & Ensure Long Term Drive to Consistency of Operations Drive successful implementation of technologies & services Provide constructive feedback on implementations with the goal of continuous improvement Execute projects using various technology solutions in an Agile framework

Miscellaneous/Other Identifies and implements best practice processes in the Desktop area using ServiceNow's HAM and SAM Pro. This includes corporate assets and license compliance, software metering, and leasing and contracts. Proactively detects client problems and device noncompliance and configuration issues. Develops and reviews weekly and monthly reports as checks and balances to ensure that correct processes a