• 18-Oct-2018 to 17-Dec-2018 (CST)
  • Middleton, WI, USA
  • Full Time

The Desktop Engineer's role is to support and maintain in-house technology equipment and IT assets. This includes installing, configuring, diagnosing, repairing, and upgrading all corporate hardware and equipment while ensuring its optimal performance. This person will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required. This role works closely with the user community and the IT staff. This position also works in a collaborative manner with the outsourcing partner for infrastructure and desk side support.


Strategy & Planning

  • Write technical specifications for purchase of corporate technology equipment, networking hardware, and related products.
  • Assist in developing long-term strategies and capacity planning for meeting future hardware and corporate technology needs.
  • Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans.

Acquisition & Deployment

  • Conduct research on, and make recommendations for, hardware products in support of procurement and development efforts.

 Operational Management

  • Identify and deliver required hardware service levels according to company policies.
  • Liaise with, and provide training and support to end users and staff on equipment operation and other issues.
  • Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products.
  • Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user software and networking software products.
  • Perform on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed.
  • Receive and respond to incoming calls, pages, and/or e-mails regarding hardware problems.
  • Develop and maintain an inventory of all monitors, keyboards, hard drives, printers, scanners, video projectors and other peripheral equipment.
  • Develop and maintain an inventory of all hubs, routers, switches, bridges, server boxes, cabling, and other networking equipment.
  • Document instances of hardware failure, repair, installation, and removal.
  • Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
  • Track software licenses and assist with software installations, troubleshooting and upgrades.
  • If necessary, liaise with third-party support and equipment vendors.
  • Recommend, schedule, and perform hardware and peripheral equipment improvements, upgrades, and repairs.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and frequently asked questions lists for end users.
  • Ambassador of IT policies and IT security


Formal Education & Certification

  • College diploma or university degree in the field of computer science and/or equivalent work experience.
  • A+ certification or equivalent experience preferred 


Relevant Technologies

  • Windows Workstation Operating Systems
  • Windows Server Operating Systems
  • Cisco base switches, routers, and firewalls
  • Virtualization Technologies (VMware, Hyper-V)
  • Cloud based systems (Office 365)

 Knowledge & Experience

  • 2-4 years PC and Hardware experience supporting 150+ computers
  • 1-2 years working experience of infrastructure and server environments; technical knowledge of servers, network protocols and devices, server operating systems
  • 1-2 years work experience from a 24/7 manufacturing company
  • Work experience with Helpdesk software and escalation procedures in an SLA environment
  • Excellent technical knowledge of corporate, networking, and other hardware, including Azure, remote sites and WAN connectivity.
  • Comprehensive hands-on hardware troubleshooting experience.
  • Extensive equipment support experience with PCs, printers, A/V, manufacturing and distribution specific IT equipment, such as scan guns, label printers, wifi A/P
  • Working technical knowledge of current network protocols, operating systems, software, and standards, including Microsoft OS and related products.
  • Work experience (support, installation, troubleshooting, MDM tool) of iPhones, Ipads, MACs and peripheral equipment.
  • Ability to operate tools, components, and peripheral accessories.
  • Able to read and understand technical manuals, procedural documentation, and OEM guides.
  • Ability to conduct research into hardware products and issues as required.
  • Technical documentation skills required
  • Experience with multi-site IT support

Personal Attributes

    • Able to effectively communicate with nontechnical management and senior staff.
    • Effective interpersonal skills and relationship-building skills.
    • Strong written and oral communication skills.
    • Ability to present ideas in user-friendly language.
    • Understanding of the organization's goals and objectives.
    • Self-motivated and directed.
    • Keen attention to detail.
    • Analytical and problem-solving abilities.
    • Able to prioritize and execute tasks in a high-pressure environment.
    • Experience working in a team-oriented, collaborative environment.
    • Strong sense of ownership and pride over one's work.
    • Flexible and open-minded approach with a positive attitude.
    • A willingness to learn new systems and skills


 Working Conditions:

  • On-call availability for 7 days per quarter.
  • Up to 10% travel.
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
  • Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.


Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities

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