Desktop Support Engineer

Broad Responsibilities:

The Desktop Support Engineer is responsible for effective installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure. The individual will be focused on Windows desktop support and troubleshooting issues that arise.

Detailed Responsibilities:

This individual is accountable for assisting in Windows, Linux and application systems that support infrastructure and research and development (R&D). Responsibilities on these systems include assisting in support, maintenance to ensure continual operation.

Operations and Support

• Install and maintain security patches on the operational and development system, which includes but is not limited to, Ubuntu Linux, Windows 11, Tomcat, PostgreSQL, MySQL and Apache web services.
• Report Security Patch compliance in the Online Compliance Report System (OCRS).
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
• Perform regular security monitoring to identify any possible intrusions.
• Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, disks are created, and media is recycled and sent off site as necessary.
• Perform regular file archival and purge as necessary.
• Create, change, and delete user accounts per request as necessary.
• Repair and recover from hardware or software failures. Coordinate and communicate with impacted constituencies.

Maintenance

• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure/add new services as necessary.
• Upgrade and configure system software that supports infrastructure applications or Asset Management applications per project or operational needs.
• Maintain operational, configuration, or other procedures.
• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.

Preferred Knowledge, Skill & Ability:

• Typically, 1 to 2 years of desktop support engineering experience in Windows environment
• In-depth knowledge of Windows operating systems and installation, configuration and troubleshooting
• Hands-on experience with Active directory
• Familiarity with network basics is preferrable
• Has proven ability to work independently, multi-task and is a self-starter
• Strong team player with collaboration skills, highly adaptable and has the ability to effectively communicate (verbal and written correspondence) in a professional and courteous manner with technical and non-technical personnel
• Demonstrates ownership, accountability, and proactive problem-solving

Information Security Requirements

Awareness and adherence to Information security guidelines, typically including but not limited to ISO 27001, PCI-DSS and SOC 2 compliance requirements