Desktop Engineer

Summary

Join Experian's North American Contact Center (MCE) as a Desktop Engineer and contribute to creating, developing, and implementing solutions for complex technical and procedural problems. Reporting to the MCE Service Desk manager, you will perform complex diagnostics, improve desktop performance, and develop strategies for end-user experience. You will engineer automation workflows, manage endpoint configurations, and provide support for all MCE computers. This role involves project participation, system administration, troubleshooting, and collaboration. The ideal candidate possesses a Bachelor's degree or equivalent experience, 5+ years of client endpoint support, and expertise in various technologies.

Requirements

• Bachelor's Degree in computer science or equivalent experience
• 5+ years' experience in client endpoint support
• Experience working in a Windows client environment
• Experience with SCCM, Intune, MDM, Active Directory, Group Policy
• Proficiency in modern scripting languages (PowerShell, Python)
• Understanding of the connections and relationships across departments and entities for both internal and external constituencies
• Expert troubleshooting skills of complex technical end-user device issues in large distributed environment
• Demonstrated track record of excellent quality assurance and documentation skills
• Experience in packaging and deployment of software on Windows
• Willingness to work Central Time or Eastern Time
• Knowledge of Automation, Endpoint Support, and Scripting

Responsibilities

• Engineer and manage automation and integration workflows
• Develop and manage client endpoint management configurations and policies
• Provide management support to all computers owned and managed within MCE
• Be a resource on projects including new hardware images and other projects involving updates to software on end-user devices
• Perform system administration and updates, operating system and software updates
• Manage business-critical systems, such as System Center Configuration Manager and Active Directory
• Research complex technical problems and technical fixes
• Review service desk reports to identify systemic end-user device issues
• Participate in a collaborative design and solution-delivery environment
• Escalate trouble tickets
• Manage tickets promptly, including opening, updating, and closing
• Maintain lines of communication with end-users throughout the lifecycle of their issue or service request

Benefits

• Great compensation package and bonus plan
• Core benefits including full medical, dental, vision, and matching 401K
• Flexible schedule, ability to work remotely, hybrid, or in-office
• Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays