Senior Desktop Engineer at Global Payments (Atlanta, GA)

Summary
As part of the Desktop Engineering team, the Senior Desktop Engineer is responsible for architecting, planning, and implementing the enterprise end-user experience for Windows, Mac, and other client platforms. This position is specifically dedicated to the Windows client platform; however, the incumbent will maintain a diverse client platform skill-set and provide support based upon shifting team priorities. The Windows client platform pillar includes developing and supporting a standard computer image, hardware-agnostic image deployment, system configuration management, group policy, software testing and deployment, hardware encryption, and the overall end-user experience as it relates to current and emerging technologies.
The Senior Desktop Engineer will contribute as a key member to projects dealing with the end-user experience and will build strong relationships within the business to ensure the success of these projects. The Senior Desktop Engineer is also expected to be a leader in the Desktop Engineering team, assisting in day-to-day support and education of colleagues. This individual will exhibit cross-functional skills and utilize them to resolve escalated issues that sometimes cross the boundaries of application, desktop, network, and server support.
Work hours may include early mornings, evenings, and/or weekends in addition to a rotating on-call schedule.
Job Details

• Serves as subject matter expert, possessing in-depth knowledge of Microsoft Windows client operating systems, inclusive of Windows 7, Windows 10, and any future versions of Windows client platforms
• Research, architect, plan, and deploy new technologies to improve the Microsoft Windows client platform and the overall end user experience
• Define, build, and maintain a globally available multi-site, multi-domain Windows OS deployment process
• Develop the companys Microsoft Windows client platform strategy in regards to deployment, security, and maintenance
• Provide Tier III support for Microsoft Windows client platforms by investigating and troubleshooting incidents and issues to resolution and providing well documented status updates
• Provide escalated support that will sometimes include network, application, and server troubleshooting
• Provide appropriate incident management within an IT service management tool, including documenting problems, customer communications, troubleshooting steps, workarounds, and resolutions
• Provide white glove support for VIP customers as directed
• Monitor systems and applications owned by the Desktop Engineering team and coordinate system maintenance and support with vendors to ensure a stable, secure, and up-to-date environment
• Actively work towards process improvement to increase the efficiency of operating system and software upgrades and installations as well as other desktop engineering functions; ensure applicable documentation is created or revised
• Develop documentation to enable knowledge sharing and cross-training
• Adhere to IT Service Management processes and procedures to ensure a stable computing environment (e.g. change control, incident management, problem management, etc.)
• Work closely with the Global Service Desk and Desktop Support teams around the world to ensure efficient computer operations and consistent, positive end-user experiences
• Be a mentor and role model for fellow team members by exhibiting exceptional levels of teamwork and actively sharing experience and knowledge with team members
• Participate in project initiatives as required
  

Qualifications

• Bachelors degree in information technology or a related field, or combination of education and equivalent work experience
• Minimum ten years of experience working with Microsoft Windows workstations in an enterprise organization
• Minimum seven years of experience working with Microsoft Windows servers in an enterprise organization
• Minimum seven years of experience using a configuration management system (e.g. Microsoft SCCM, IBM BigFix, Active Directory GPOs) to create and maintain OS configuration baselines
• Minimum five years of experience designing and implementing operating system deployment systems (SCCM or Microsoft Deployment Toolkit)
• Minimum five years of experience with enterprise patching policies, including ongoing maintenance and remediation
• Minimum five years of experience building, packaging, installing, deploying, and repairing client platform applications
• Minimum three years of experience scripting and automating processes using PowerShell or similar scripting language
• Advanced knowledge of current Microsoft client and server operating systems
• Experience with network troubleshooting
• Experience with scripting using PowerShell
• Hands-on experience with technologies from Microsoft, VMware, Google, and Apple
• Ability to travel up to 10%
  

Preferred

• Experience building strategies and processes for a global, multinational, multi-language environment
• Experience working with cross-functional teams and utilizing an Agile methodology
• Experiencing in architecting, managing, and implementing large heterogeneous enterprise environments
• Hands-on experience with multiple technology stacks and infrastructure platforms
• At least one certification from Microsoft, Apple, Google, or VMware
• ITILv3 Foundation certification
  

Knowledge

• Microsoft Windows clients
• Microsoft Windows servers
• OS Deployment
• Scripting/Automation
• Print Server Management
• Configuration Management
• Vulnerability Management
• Compliance/Audit
• Virtual Desktop Infrastructure (VDI)
• Desktop-as-a-Service (DaaS)
  

Skills

• Hands-on experience with technologies from Microsoft, Google, Apple, VMware, IBM and other large technology vendors
• Excellent written and verbal skills with clients, vendors and teammates, with an ability to summarize and translate between business and technical contexts
• Excellent troubleshooting and analytical skills
• Excellent team-working, collaboration and interpersonal skills
• Excellent time and task management skills
• Excellent project management skills
• Experience managing IT product/services TCO and lifecycle
• Applies creativity with an enterprise mindset
• Ability to remain calm and to execute under pressure (e.g. critical outages, delivery deadlines)
• Ability to motivate others to perform above normal expectations
• Ability to manage multiple issues at one time with exceptional follow through
• Requires ability to withstand mental pressure caused by time deadlines, frequent changes, periodic heavy workload, rapidly changing environment and dynamic business growth
  

Behavior

• Participates in and successfully completes the companys compliance program requirements and adheres to the Code of Conduct, Company policies, and applicable federal and state requirements
• Sets an example for other employees regarding how the Companys Code of Conduct and Compliance Program is applied and observed every day when dealing with customers, business operations, and other teammates
• Reports potential violations of company policy, Code of Conduct, and/or applicable laws and regulations to the company hotline, through the chain of command, to the Compliance and Ethics Department, or through other channels made available by the company for reporting potential violations
• Promotes an environment in which other employees are encouraged to report potential violations
  

Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.
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