10 days old
2018-07-112018-08-10

Desktop Support Engineer

Rotary International
Evanston, IL 60201

Job Title:           Desktop Support Engineer


Area:                  Global Enterprise Team


Reports to:        Manager, Enterprise Endpoint


Classification:   Exempt


 


Organization Overview

Rotary is 1.2 million inspired business and professional leaders, in 35,000 Rotary clubs and more than 200 geographical areas united daily across cultures and occupations addressing illiteracy, disease, hunger, poverty, and lack of clean water. The fervent idea exchange celebrates diverse perspectives and facilitates positive change. Passion and engagement abound at Rotary International. In exchange for hard work and dedication, our employees are rewarded with competitive salaries, flexible schedules, comprehensive benefits, and job enrichment. We offer all this and more. Come join us. Visit www.rotary.org to learn more.


 



Rotarys commitment to diversity


One of Rotarys values is diversity, which we define as embracing diversity in thought, culture, and perspective. As such, we welcome and encourage highly-qualified candidates with diverse experiences and backgrounds to apply.


 


General Overview


The Desktop Support Engineer will be primarily responsible for the architectural design, realization, technical management, operation and retirement of IT systems within the Endpoint environment. Additionally, as part of the Rotary Enterprise Endpoint team, you will work closely with ITOI (Information Technology, Operations, and Infrastructure) team members and external vendors to provide computer-related business process improvements and technical issue resolution to Rotary International staff worldwide.


 


The DSE will join a dedicated discipline team of diverse staff at Rotary world headquarters. The DSE will work with other IT staff, assorted project delivery staff, and a team of remote system administrators in our India office.


 


Profile for Success


A positive outcome for this position is the accurate and timely resolution of technical issues through the use of critical thinking, attention to detail and follow through along with an interest in the development of improved business processes.


 


Relevance to Mission


This position exists to ensure a high-level of availability, reliability, and constant uptime of the computer applications and systems used by the Secretariat staff and Senior Leaders to accomplish their daily work. The Desk-side Support Tech seeks to find opportunities where new technologies can be procured and implemented to improve the business processes of the Secretariat.


 


Efficacy and Autonomy


The candidate in this position must be able to work independently, use technical knowledge and critical thinking skills to resolve, at times challenging, issue for staff and Senior Leaders. With minimal direction, the Desk-side Support Tech must be able to analyze various situations and make the proper decision in order to resolve issues and answer clients questions. This can be both at the Secretariat and offsite during various events.


 


Career Path Opportunities


This position reports to and under the management of the Manager, Enterprise Endpoint. There is little opportunity for a career path in an engineering role. The next level position is department manager.  


 


Required Competencies



  • Communication (written and verbal)

  • Decision Making

  • Interpersonal Effectiveness

  • Productivity

  • Self-Management

  • Service Orientation

  • Professional Development



 


Knowledge, Skills, Attitudes, and Experience




  • Bachelor's degree or equivalent work experience.

  • Excellent knowledge and understanding of information technology principles, including commercial software, personal computer operating systems, PC and laptop hardware, and mobile devices and applications.

  • Excellent customer service skills.

  • Attention to details.

  • Sensitivity to a variety of cultures.

  • One to three years of relevant work experience in a hybrid Microsoft/Apple environment.

  • Demonstrated technical writing and documentation skills.

  • Ability to work well under pressure.

  • Ability to work independently and perform multiple concurrent and diversified tasks effectively with little manager oversight.

  • Excellent time management and organizational skills.

  • Strong team player, self-motivated and detailed oriented individual.

  • Strong problem-solving skills.



 



Specific Tasks and Duties



  • Provide 2nd/3rd level software/hardware support for 1,000+ PCs/Laptops/Mobile Devices in a Windows 7/10/Office 2010/2016, Mac OSX High Sierra, and iOS 7 environment consisting of 800+ local and 200+ remote nodes by working with clients over the phone and providing desk side visits.

  • Assist Senior Leaders with their IT needs, which include setting up, configuring, and troubleshooting IT equipment.

  • Create tickets and update status on issues in the JIRA helpdesk call tracking system.

  • Deploy desktops and laptops with the current operating system (Windows or Mac) and relevant software for the client. Configure user specific settings, which include software settings and peripheral devices.

  • Unpack, label and inventory all desktop, laptop, and peripheral hardware using the Gigatrak hardware asset management database.

  • Assist clients with the operation of equipment in the conference room, which includes training, providing written documentation, and installing additional teleconferencing equipment when necessary.

  • Ensure that conference room equipment is in good working order by contacting external sources for maintenance and replacement parts, implementing energy saving practices, and ordering new equipment when necessary.

  • Move and set up IT equipment for client cubicle moves.

  • Upgrade and replace computer equipment in accordance with the depreciation schedule for IT equipment.

  • Dispose of all desktop, laptop, and peripheral hardware in accordance to local guidelines.

  • Provide support for the annual International Assembly and International Convention by packing all necessary networking and IT equipment for shipping, setting up computers in the registration area and House of Friendship, configuring the network in the venue, setting up offices, setting up clients for the ability to print and access the Internet, and general troubleshooting.

  • Provide support at all hours of the day and night. Will require 24x7 availability when necessary.

  • Test and implement hardware peripherals and software that are given to staff and/or Senior Leaders.



 


Work Environment


This position works from Rotary International World Headquarters in Evanston, IL, and involves minor travel to international offices as needed.


 


 


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Desktop Support Engineer

Rotary International
Evanston, IL 60201

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