Desktop & End-User Engineer III

Medical, Dental, Vision, Life, 401K match, PTO, Sick Time, 10 Paid Holidays, Remote work opportunities

What you'll do at Cascade:

Serve the American Dream Through Attainable Home Ownership.

The primary responsibilities of this position are to provide support, maintenance, and configuration of end user desktop and laptop computer systems. This role documents, maintains, upgrades or replaces desktop and laptop hardware.  They install, configure, and maintain software applications on desktop and laptop systems. In addition, they support and maintain user account information including rights, security ,and systems groups in MS active directory. 

The Desktop & End User Engineer III leverages enterprise management tools including MS Intune, Azure AD and MS Endpoint Configuration Manager to support the desktop and laptop environment. This position will actively resolve problems and issues with computer systems to limit work disruptions.  They will develop and maintain installation packages, group policies, and applicable scripts supporting the management of the organizations end user computer systems and devices.

How you will do it:

• Provides on-site and remote technical service support, installation, configuration and problem resolution in PC /Network environments.
• Provides technical support to internal customers via phone, email, and other contact points.
• Diagnoses end user desktop/laptop hardware, software, and system failures using established procedures.
• Determines most cost-effective repair resolution to minimize customer downtime.
• Act as the primary provider of technical support to desktop and laptop computer users for hardware, OS, and application issues to Executive/Financial Level customers.
• Monitor and update service desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions.
• Function as primary point of contact and communication with customer from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.
• Coordinate support and repair activities with select third party vendors.
• Escalates urgent and complicated support issues and security matters, appropriately
• Train, coach, and mentor desktop support staff. Build and obtain training material for support staff. Interact with internal and external customers.
• Maintain an effective and workable framework for managing and improving customer IT support.
• Develop, deploy, and support scripts / packages for desktop/laptop end user applications

What you will need to join Cascade:

• Experience in Network troubleshooting, diagnostic, and repair.
• Experience performing day-to-day Troubleshooting, Diagnostic and Repair of desktop PCs, laptops, printer, etc.
• Windows 10 operating system experience.
• Office 365 Experience
• Microsoft Intune, Endpoint Configuration Manager

Proficiency in the following areas 

• Networking, VPN, Wireless. Customer Service, Ticketing system applications and multi-tasking.
• Remains calm and patient in the face of difficult situations
• Selects appropriate information for customer and continually seeks to improve communication channels

Soft Skills: 

• Thought Process: Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities. Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve.
• Interpersonal: Excellent customer service, technical, organizational, and communication skills -- in person and on the phone; effective listening and team orientation. Able to persuade, influence and negotiate with staff and vendors in critical situations. Able to motivate others and work cooperatively in a group to achieve common goals.
• Physical: Able to sit at a desk and grasp writing instruments. Able to manipulate fingers to perform keyboard strokes on a computer. Mobile between buildings. Must also be able to lift 40lbs without issue and move it from under a desk to a cart and vice versa.

Preferred Qualifications: 

• Experience in basic Network troubleshooting, diagnostic, and repair.
• Experience performing day-to-day Troubleshooting, Diagnostic and Repair of desktop PCs, laptops, printer, etc.
• PowerShell Scripting .
• Strong verbal and written communication skills.
• Windows 10 operating system experience.
• Office 365 Experience
• Microsoft Intune, Endpoint Configuration Manager.
• Experience managing organization units, group policies, in active directory.
• Knowledgeable about ITIL processes including incident management, configuration management, problem management.
• Experience using a service desk ticketing system

Minimum Qualifications: 

Bachelor’s Degree in a related field and three years of progressively responsible, professional level analyst and systems experience in a large-scale Information Technology environment; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above. Must have the technical ability to provide desk side support for computer and printer hardware, common software applications, Microsoft OS issues. Must be a proficient user of personal computer tools for word processing, decision support and communication. Must be skilled in problem solving techniques and supporting financial customers.

About Cascade & Our Culture:

Since opening our doors in 1999, Cascade Financial Services has grown to become one of the most trusted lenders in Attainable Housing. Our goal is to help thousands of families realize the dream of home ownership by offering mortgage loan solutions customized to the manufactured housing marketplace leveraging state-of-the-art business automation coupled with the most skilled professionals in the industry.

The Cascade culture lives in our team members!!!  We are focused and dedicated to developing and providing a platform for growth. We are proud of the team that we've built and are looking for great people who will embrace our values and contribute to them: T.I.E.S. Teamwork, Integrity, Excellence, and Service. We believe in work/life balance and a positive/family-like work environment. Together, we will continue to lead the way and make a difference.

Join our team and assist us to Serve the American Dream Through Attainable Home Ownership.