The IT Desktop Engineer will contribute to Krispy Kremes success by serving as the escalated point of contact for customers seeking technical assistance. Assistance may be provided remotely or on-site. Issue resolution will be determined by utilizing a variety of problem-solving methods, analytical thinking, and broad knowledge of Krispy Kreme technology to provide the optimal solution possible to our end-users.
Principal Duties and Responsibilities
Perform repairs and 2nd tier analytical troubleshooting, on over 2000 plus desktops, laptops, and printers.
Contribute to the development of the End-User support team by working to continually improve the levels of service, quality and reputation of the service provided to our customers.
Overseeing the analysis and testing of new and upgraded software, including the development and maintenance testing plans for software.
Troubleshooting application errors or applications not operating accurately, including isolating problems, collaborating about options, and implementing a resolution
Participating in the development and maintenance of Active Directory group membership, computer hardware standards, and peripheral standards
Act as the first escalation point as needed for incidents and requests
Identify and suggest possible improvements on procedures
Write/update knowledge base articles as necessary to ensure processes are well documented and other technicians or end-users have access to information to resolve issues
Perform other duties as assigned
Proven track record as a Desktop Support Engineer.
Knowledge of web services, API, and IP-based protocols.
Experience with scripting languages such as PowerShell.
Strong knowledge of Azure
Knowledge of Microsoft Intune
Hands on experience with Active Directory
High level knowledge of O365 architecture
Experience with Power BI BI apps
Strong working knowledge of excel and other office products.
Strong working knowledge of computer systems, mobile devices, hardware, and software.
Good problem solving, analytical and team-working skills
Excellent written and verbal skills, including being able to communicate effectively with both technical and non-technical audiences
Ability to multitask across multiple incidents
Ability to follow process and procedures accurately
Customer service oriented with a problem-solving attitude
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.