Desktop Engineer

NASCAR seeks a talented professional to join in the position of Desktop Engineer based in our Charlotte, North Carolina office.

This person is responsible for daily operations of the service desk answering phones, responding to emails, remote desktop support, in-person desk setup/removal, new user provisioning, on-call responsibilities and specialty systems. This position also provides engineering and administrative support for areas such as but not limited to Active Directory, Windows Server OS, SCCM, Microsoft Office 365, Azure, Intune.The Desktop Engineer will also assist as needed with asset inventory related tasks for all trackable IT assets, including but not limited to, Computers, Docking stations, Monitors, Peripherals, and Mobile Devices. This includes maintaining accurate records and assisting with asset distribution, disposal, and lifecycle management.

Theservice deskprovides a significant role for businesses, as it serves as the point of contact for all issues related to IT. In this critical role, the service desk is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and, whenever possible, providing a first-contact resolution for customers. In addition to these essential tasks, the service desk is responsible for identifying and pursuing service improvement initiatives; managing complaints, suggestions, and compliments; and most importantly, often service as the face, or voice, of the organization to customers. A strong, healthy service desk team is consistent; committed to quality and regular quality improvements; viewed throughout the organization as a vital component of the IT team.

Duties include but are not limited to:

• Provide direct service for IT networks, applications, and systems as well as customer service to users inside and outside the NASCAR organization

• User workstation setup, troubleshoot, and repair

• Serve as the first point of contact for customers seeking technical assistance in-person, over the phone, email, and other communication channels

• General office support printers/copiers, Wi-Fi, Hot spots, and phones (desk phones and cell phones)

• Effectively and efficiently accept/resolve tickets from end-users who have technical issues

• Record technical issues/solutions in ticketing system

• Demonstrate ability to collaborate with customers (both IT and outside IT) to gather business and functional requirements

• Assist with NASCAR Racing simulators hardware/software support

• Resolves routine and moderately complex hardware and software problems, and coordinates work escalations with the appropriate technical resource or group for more complex issues

• Walk customers through installing applications and computer peripherals

• Ask targeted questions to diagnose technical issues

• Guide users with simple, step-by-step instructions to resolve their issues

• Participate and support root causes analysis to proactively deal with issues before they can affect end-users

• Make sure machines interconnect seamlessly with various systems

• Conduct remote troubleshooting from basic network issues to database anomalies, problems, inefficiencies, and data loss

• Test alternative pathways until you resolve an issue

• Direct unresolved issues to the next level of support personnel

• Follow up with end users to ensure their systems are functional

• Help create technical documentation and manuals

• Initiate improvements in documentation

• Report customer feedback and potential product requests to appropriate personnel

• Assist in testing and deployment of new applications and systems

• Assist with technology assets lifecycle to include inventory, distribution, and disposal.

• Create tickets for lifecycle replacements, ad hoc computer requests and other technology items as needed.

• Enter/update asset information in inventory management system including but not limited to serial number, equipment model, quantity, asset status, etc.

• Provision computers and mobile devices for lifecycle replacements.

• Perform other job-related duties as assigned

Required skills / experience:

• 2-3 years of combined specialized IT experience, service desk support and customer support

• Knowledge of windows server, active directory, Microsoft exchange server, as well as TCP/IP, DNS and DHCP is desired

• Knowledge of Microsoft system center configuration manager, VMWare virtual desktop infrastructure, encryption software, as well as other software can be an added advantage

• Excellent IT skills and knowledge of troubleshooting computer related issues with hardware/software, as well as desktop, laptop, and mobile devices

• Strong organizational skills, process -driven, people skills, operational skills balanced with team focus and customer centric vision to support the NASCAR organization

• An ability to think critically about systems and to adjust consistently as needed

• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution

• Possess advanced knowledge of hardware/software systems and exceptional analytical thinking abilities

• The ability to use independent judgment in identifying root cause of problems and developing solutions to a variety of problems of moderate to large scope and complexity

• Good verbal and written communication and presentation skills to accurately document and report findings to a variety of audiences

• Knowledge of ServiceNow is highly desired

• Customer-oriented attitude

• Strong people skills

• Excellent written and verbal communication

• Show an aptitude for on-the-job learning

• Ability to handle stress and work under pressure with professionalism

• The ability to interact with a wide range of people from diverse backgrounds and races

• Excellent teaching, problem-solving, communication, and interpersonal skills