Desktop Engineer
Location:
Posted:
November 18, 2016
Reference:
71864BR
We live in a moment of remarkable change and opportunity. Data and technology are transforming industries, society and even the workplace-by creating professions that didn't exist before the emergence of data, cloud, social and mobile. IBM Global Business Services is a leader in this transformation and just the place to launch your career, or start a new one, in consulting. At IBM, you can be part of a team that strives to make the world work better and to help our clients succeed through research, analytics and technology. Join us and discover what you can make of this moment.

The Desktop Engineer is part of a team responsible for providing new and maintaining the current Windows and Macintosh workstation images.  Responsibilities Include:
  • Build, maintain, and support a base image for workstations including OS, drivers and software packages utilized by all business partners
  • Escalation point for Managed Workstation issues and/or end user tickets
  • Monitor and utilize the service desk ticketing system to resolve client issues in a timely manner
  • Identify trends in reoccurring tickets and focus on resolving globally. Target automated or scripted fixes instead of manual one-offs
  • Create and maintain processes and documents pertaining to the managed workstation environment
  • Lead packages through the Software Introduction Process, ensure standard processes are followed and documented, and troubleshoot issues with the packaging process
  • Assist Managed Workstation Engineers as time allows for improvements to the workstation base image
  • Recommend and provide tools to support the managed environment for tier two support personnel and software repackaging/sequencing
  • Strong understanding and ability to use the following SCCM
  • Responsible for timely resolution of assigned incident and change tickets within established Service Level Agreements (SLA)
  • Current desktop images include XP, Win7 and MAC OS
  • The use of SeviceNow for all Incident/Problem/Change records
  • Serves as liaison with clients, participating in meetings to ensure client needs are met

This position requires the ability to obtain and maintain a Government security clearance of Secret. The work location for this position is Washington DC/Arlington, VA (Crystal City)

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A little about us:
IBM is the world’s largest information technology company with more than 360,000 employees serving clients in 170 countries.

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