The PC Experience Engineer is responsible for using our most advanced monitoring and diagnostic tools to identify, research, and resolve technical problems related to desktop and laptop Windows-based PCs. This role is part of our dynamic, fast-paced Network Operations team. This role will provide the opportunity to develop skills and knowledge in a vast array of applications and technologies related to personal computers.
The ideal candidate is a problem-solver, who has a passion for IT, great communication skills, and the ability to work with a team to find solutions that exceed the customer’s expectations in a quick and efficient manner.
This PC Experience Engineer role provides support for all Microsoft Windows 10 desktops, laptops, tablets, and VDI devices, troubleshoots hardware and software issues, and develops process and procedures. The role will participate in ongoing PC upgrade projects for Winston & Strawn’s 16 offices. Task and time management skills, oral and written communication skills, technical expertise, and dedication to resolve problems effectively and efficiently minimizing disruptions are key attributes of this role.
Ensure the highest level of system access for applications as well as desktop stability. Utilize monitoring tools to benchmark pc uptime and system performance prior to customers reporting issues. Triage issues and work closely with level 1 and 2 teams to identify issues and trends – prior to them impacting customers at a workstation level.
Work in a multi-disciplinary team to provide day to day technology production support and support for technology projects.
Partner with team in maintenance of SCCM infrastructure.
Monitor Splunk and Applocker to remediate access to blocked applications. Work with desktop engineering to white list applications required.
Work with desktop engineering to test monthly maintenance patches prior to release to the firm.
Provide Information Services management team monthly reports benchmarking desktop and application performance across the firm.
Monitor and identify any trends or irregular activities on jobs logged with the desktop support team that could relate to potential IT issues and escalate them to IS management as required.
Troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate manner, and provide customer assistance when required.
Provide Tier III incident and problem management support to Service Desk by providing prompt response to trouble tickets. Work with appropriate engineers, support personnel, and vendors to resolve issues quickly.
Document, maintain, and improve standard processes in desktop management. Improve on existing IT process.
Resolve problems effectively and efficiently to minimize customers’ disruptions.
Perform system administration procedures, adhering to Winston and IS network and security policies, procedures and standards.
Provide weekend and after hours support as required by the position.
Must be specifically listed on resume in order to be considered for this position.
Minimum of an Associate’s Degree required.
Three plus years of experience providing technical support or desktop administration required.
Professional certification (i.e. MCP, SCCM, A+) required (must be listed on resume).
Prior experience managing a desktop environment (security patches, application updates, reporting, etc.
Problem-solver with ability to eliminate variables, prioritize requirements, identify root causes and present objective, organized information to customers, internal, and external partners.
Strong technical knowledge across a variety of systems, including Windows 10, Office 2016, Email client support, Skype, Office 365, iManage, and VPN clients.
Ability to provide a high level of customer service, problem resolution, and support for customers.
Excellent interpersonal, verbal, and written communication skills with ability to handle customer concerns over telephone or through personal contact.
Experience documenting operational processes and standard operating procedures within a technology environment.
Ability and willingness to work outside of standard business hours.
Ability to manage large workloads, while producing quality work in a fast pace environment with interruptions and deadlines.
Clearance of firm standard background check required.
We value diversity in our workplace. EOE/Minorities/Females/Vets/Disabled