• Desktop Systems Engineer

    Job Locations US-KS-Lenexa
    Posted Date 6 days ago(6/12/2018 5:40 PM)
    # of Openings
    Information Technology
  • Overview

    WaterOne is an independent public water utility. We’ve been proudly serving the Johnson County, Kansas area since 1957. Every day, nearly 425,000 customers rely on WaterOne to provide fresh, clean water on demand. It’s a responsibility we deliver on. 


    Our passion is water because water touches everything we care about: family, health, safety, and community. We serve our community by bringing award-winning water to their homes, businesses, and public places.


    Job Summary/Objective


    The purpose of this position is to provide hardware, operating system, application, and mobile device support to WaterOne employees. The Desktop Systems Engineer will analyze user and organizational needs to help direct the resolution of a wide range of technology problems.


    Customer Service Commitment


    WaterOne employees shall continuously strive to meet or exceed the expectations of both their internal and external customers.  Questions and concerns shall be acknowledged on the same day whenever possible, but no later than the next business day.  Issues shall be resolved as promptly as possible, with the goal of maximizing customer satisfaction.


    Essential Functions


    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Provide high quality support services to end-users; evaluate problems and work assignments to determine priorities.
    • Assist with planning, coordination and execution of projects, work assignments and workloads for Service Desk staff while ensuring adherence to established policies and procedures.
    • Interact with other IT Division staff to restore service and/or identify and correct core problems.
    • Install, configure and troubleshoot hardware, software and configuration issues related to desktop and laptop operating systems, applications, printers, peripherals, and mobile devices (cell phones, tablets, and smart phones).
    • Assist with management of Audio/Video equipment in meeting rooms.
    • Create and deploy workstation images.
    • Utilize Group Policy to help with Windows OS customizations.
    • Use Computer Management software to test/deploy workstation patches and applications.
    • Provide Service Desk phone and email coverage when needed.
    • Escalation point within the Service Desk.
    • Document work orders in the Service Desk ticketing system to assure quality service.
    • Create and maintain documentation that assists end users in self-resolving common help requests issues.

    Other Duties

    • Assist with application management for Microsoft Office 365, Adobe, AutoDesk and other widely used applications.
    • Develops and continually updates training material.
    • Manage IT-related device inventory.
    • Other duties as assigned

    Position Competencies


    These key competencies are expected to be demonstrated by each employee in this position:

    • Tech Savvy – Anticipates and adopts innovations in technology applications.
    • Balances stakeholders – Anticipating and balancing the needs of multiple stakeholders.
    • Plans and aligns – Plans and prioritizes work to meet commitments aligned with department/organizational goals.
    • Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations.


    Required Education, Skills & Experience

    • Requires a Bachelor’s degree or certificate from a technical school with coursework in Information Technology, preferably in a Microsoft environment; minimum of four years of work experience with proven working knowledge in the technical operation and support of PC hardware using the Microsoft Windows operating system, mobile hardware and software, and MS software in a LAN environment; or equivalent combination of education and experience.
    • Proven success troubleshooting and resolving hardware, software, and end-user issues in a timely and satisfactory manner.
    • Experience in creation and deployment of workstation images.
    • Experience in group policy to help with Windows OS customizations
    • Experience with Computer Management software to test/deploy workstation patches and applications.
    • Experience supporting Windows OS clients in an Active Directory domain environment.
    • Experience supporting Mobile Devices (Android & Apple IOS).
    • Experience supporting the MS Office 365 and other cloud services.
    • Experience supporting PC desktop and laptop hardware.
    • Practical knowledge of Microsoft Active Directory, Windows Server, and GPO.
    • Practical knowledge of TCP/IP, DNS and Internetworking Technology, including Wireless technology
    • Outstanding customer service skills.
    • Able to work independently and as part of a team.
    • Strong organizational, documentation, and time management skills.
    • Strong attention to detail.

    Preferred Education, Skills & Experience

    • Microsoft Certification desirable.
    • Scripting Knowledge (PowerShell, Python, VB Script, etc.)
    • Knowledge of VoIP and general phone system operation a plus.

    Physical Requirements


    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    The employee may occasionally lift/or move up to 50 pounds and occasionally. The employee must be able to use a computer for up to 6 hours a day.  The employee must be able to move occasionally from one location to another or be able to remain in a stationary position for up to several hours a day.  The employee must be able to use office productivity equipment such as a personal computer, calculator, printer, and copy machine.


    Work Environment


    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually




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