Desktop Engineer

Job Description
IBM Global Business Services (GBS) is a team of business, strategy and technology consultants enabling enterprises to make smarter decisions and providing unparalleled client and consumer experiences in cognitive, data analytics, cloud technology and mobile app development. With global reach, outcome-focused methodologies and deep industry expertise, IBM GBS empowers clients to digitally reinvent their business and get the competitive edge in the cognitive era in over 170 countries.
Bottom line? We outthink ordinary. Discover what you can do at IBM.
The ideal Desktop Engineer candidates duties will 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.
BENEFITS
Health Insurance. Paid time off. Corporate Holidays. Sick leave. Family planning. Financial Guidance. Competitive 401K. Training and Learning. We continue to expand our benefits and programs, offering some of the best support, guidance and coverage for a diverse employee population.

CAREER GROWTH
Our goal is to be essential to the world, which starts with our people. Company wide we kicked off an internal talent strategy program called Go Organic. At our core, we are committed to believing and investing in our workforce through:
  • Skill development: helping our employees grow their foundational skills
  • Finding the dream job at IBM: navigating our company with the potential for many careers by channeling an employee's strengths and career aspirations
  • Diversity of people: Diversity of thought driving collective innovation

In 2015, Go Organic filled approximately 50% of our open positions with internal talent that were promoted into the role.

CORPORATE CITIZENSHIP
With an employee population of 375,000 in over 170 countries, amazingly we connect, collaborate, and care. IBMers drive a corporate culture of shared responsibility. We love grand challenges and everyday improvements for our company and for the world. We care about each other, our clients, and the communities we live, work, and play in!
(2252) PSHJ

Required Technical and Professional Expertise

  • 3+ years of experience in a Managed Workstation Engineer or similar role. Strong technical understanding of hardware, drivers, Microsoft OS, software products and the software repackaging/sequencing process.
  • Must be MCSE or MCSA certified.
  • AD experience troubleshooting workstation/user policies.
  • Strong Group Policy experience.
  • Must have excellent communication skills (oral and writing). May interact with the government customer and senior government leadership leaders at the highest levels, prefer those who have experience and skills in this area.
  • DoD Secret clearance


Preferred Tech and Prof Experience

  • None


EO Statement
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.


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