Associate Systems Engineer (Water)

The Associate Systems Engineer works as part of a highly collaborative group that’s responsible for installationconfigurationmanagement of desktop and laptop computer systems as well as the administration and maintenance of COTS applications. In addition, this position participates in projects such as our ongoing Active Directory migration and multi-factor authentication rollout that require the Associate Systems Engineer to learn new technologies and provide support for the creation of new processes for the team. The Associate Systems Engineer will report to the Water Information Center Manager.    Essential FunctionsCustomer Relations:    Provide tier 1 and 2 support to customers.

    Create tickets in incident tracking system documenting support requests.

    Resolve assigned support tickets while keeping end user informed of the status of their request.

    Provide support using remote tools.

    Respond to end user inquiries by phoneemailchat.

    Create clear and detailed documentation.

    Explain technical issues to end users.

    Assist junior support staff with resolving higher level issues.

    Participate in project teams to ensure tasks are completed on time.

    Take ownership of endpoint replacement process. 

Technical:

    Troubleshoot problems with Windows operating systems, printers, and installed software.

    Configure laptops and desktops by installing operating system and updating needed drivers and firmware.

    Create and deploy images for laptops and desktops.

    Install, maintain, and update software as necessary. 

    Interact with vendors’ technical support desk.

    Determine when issues need to be escalated to tier support of application vendors.

Competencies, Knowledge, Skills and Abilities    A+ Certification

    Ability to work independently and as a team member 

    Excellent communication skills to translate technical language to non-technical personnel and customers

    Excellent interpersonal skills

    Excellent time-management and prioritization skills

    Ability to meet multiple competing deadlines

    Ability to overcome obstacles to customer solutions to satisfy customers

    Ability to quickly learn new technologies

Knowledge Of:

    MS Office and other PC software

    Adobe Acrobat

    Web Browsers (Chrome, IE, Firefox)

    Windows desktop operating systems 

    Software licensing

    Printers and scanners

    Remote Desktop

    VPN Software