Associate Engineer, Desktop
Information System
Dallas, TX
March 14, 2025
Associate Engineer, Desktop
Dallas, TX
Job Summary
The Associate Engineer, Desktop role is responsible for supporting all technology in the RSC. Key function of this role will be management of ticket volume escalated from Level 1 Corporate Support, onboarding/offboarding team members for key IT tasks, desk visits to resolve hardware issues, and troubleshooting with remote team members where necessary. Role also is responsible for managing hardware inventory used for refresh and new hires. Role will provide feedback to Desktop Engineering leadership on product and support strategy. This role is critical to maintaining the stability of IT Services within the RSC and for decision makers at the highest level of the organization.
Your Key Job Functions
• Onboarding and Offboarding of team members, including desk visits, hardware troubleshooting, termination flows. Includes training team members on IT functions during team member onboarding through Peopleworks
• Troubleshoot and resolve escalated issues of team members regarding hardware or software incidents/requests - Escalation from Level 1. Predominantly desk visits but also remote troubleshooting with team members
• Provides input into document workflow deficiencies, and process improvements
• Documenting of problems, requests, and incidents via Service Now ticketing system
• Resolve advanced level PC problems such as incompatibility with software and operating systems, required changes in registry settings, changes or compatibility issues with the virtual desktop
• May provide dedicated PC support for departments and special projects or software installations that require the additional focus
• Support a mixed OS platform client system environment (Mac OS, Windows, )
• Daily communication with cross-functional teams within IT, but also within the business as a whole
• Provide input into determination of hardware technology stacks (e.g. laptop builds, manufacturers, etc)
• Support audio/visual products in our home office (e.g. Teams rooms, conference room cameras, etc..)
• Support VDI infrastructure - troubleshoot with team members when necessary
• Ensure appropriate testing of desktop packages is done prior to deployment
• Will act as redundancy for Level 1 where business requires, for defined periods of time
• Participate in refreshing hardware for all RSC team members and above restaurant leadership
• Support Teams, O365, Sharepoint Online
• Support MS Exchange on prem
What You Bring to the Team
• Solid technical skills and experience to support Operating Systems, Collaboration software and desktop applications including Collaboration tools
• Audio/Visual support capabilities
• General network support knowledge to facilitate triage of issues
• Good working knowledge of PowerShell to automate complex and repetitive operations for L1 and L2 support teams
• Exposure to security technologies and strategies, including the use of web and email content filtering, public key infrastructure, drive encryption, patch management and AV best practices
• Exposure to infrastructure and application architectures, particularly with respect to VDI, MDM, automation techniques and managing 'infrastructure as code' leading to consistent delivery and to high levels of quality
• Solid knowledge of O365, Teams, Sharepoint Online, and OneDrive for client devices
• Knowledge of MDM technologies and how these are used to manage corporate devices and BYOD
• Possess experience with a blend of engineering of EUC technologies, technical skills and experience gained from working within complex Desktop, Mobile and Application infrastructure projects
• Exposure to BYOD strategies and deployment approaches that ensure corporate data remains secure and devices are compliant with company standards
• Some experience working with Active Directory and overarching management of the platform
• &nbs