SCCM / MECM Desktop Engineer

Due to continued growth

we are adding a new SCCM/MECM Desktop Engineer to our Worthington Steel business.

We are seeking a seasoned Desktop Engineer to handle escalated technical issues.

This role provides assistance using a variety of platforms as well as on-site support as needed to support both the corporate and manufacturing environments.

This role will analyze issues based on details provided by the internal client as well as Tier 1 and 2 representatives to search issues and identify and implement an appropriate solution.



*

* This role will require someone with prior advanced skills in SCCM/ MECM to lead the team in this area.

Strong experience in SCCM / MECM is required.

Desired experience with Intune.

This will be a hybrid role with a flexible schedule.

Responsibilities:


* Works in a professional

friendly

and timely manner over all appropriate communication channels (phone

in person/onsite

email

Teams etc.) when performing work


* Leverage the best practices of voice of customer

emotional intelligence

and empathy in the spirit of Worthington Industries' Philosophy to deliver exemplary service.


* Accurately captures all information from end users to assess what is needed (i.e.

work required/by when

issues/symptoms

etc.)


* Provide final point of escalation for the most difficult support cases


* Provide implementation support and/or lead projects


* Provides work direction

problem resolution

and training to other technical support personnel


* Maintain detailed product knowledge of all supported products and solutions in order to support all aspects of the business


* Troubleshoots and performs proper root cause analysis for all issues.

Provides accurate diagnosis and resolution for all issues.

Accurately identifies and implements work for service requests.


* Completes all required system documentation (ticketing system

knowledge base

project documents

etc.) in a timely manner


* Provides accurate estimates of work (tasks

hours

etc.) and reports status of work in a timely manner.

Properly builds and manages work plan to accommodate planned and unplanned work.

Works with others (end users

team

etc.) to schedule and coordinate time to perform work.


* Performs in a continuous improvement mode (constantly look for ways to operate more efficiently and effectively; and apply change).

Informs Manager of recurring issues


* Ability to physically move and install computing equipment in an office and manufacturing setting


* Ability to learn and provide basic level of support for ERP

CAD

other and business systems (before escalating to application support/SMEs)


* Requires after hours support if needed (on-call

projects

issues resolution)


* Other duties as assigned

We Would Love to Hear from You If you have t...