Senior Desktop Engineer | Atlanta, GA | Papa Johns

Senior Desktop Engineer

THIS IS A CORPORATE POSITION

Support users concerning any type of onboarding, offboarding, technical issue, or questions that arise with the office systems hardware, software, or procedures while excellent customer service

  • Provide technical support on-site, on phones (contact center telephony app), and in our remote support tool.
  • Must be able to work on-site in the office (most of the time) and remotely as needed.
  • Must be able to work on-call for after-hours support at least one weekend every four weeks and to be able to respond within 60 minutes for emergency technical support.
  • Provision, support and troubleshoot hardware including computers, docking stations, monitors, cabling, printers.
  • Assist new team members during onboarding on hardware, software, user accounts/access, multi-factor authentication, connect to VPN, do Q&A, and provide technical support as needed.
  • Manage and process technology support incident management tickets for break/fix issues and fulfill service requests.
  • Triage and escalate tickets to appropriate assignment teams.
  • Process and facilitate user access requests.
  • Provision and support virtual desktops.
  • Install and support software and drivers.
  • Support web-based applications.
  • Troubleshoot and support enterprise end-user email and office suite applications.
  • Manage password permissions in company domain directory and other enterprise applications.
  • Configure and troubleshoot operating systems, registry settings, group policy and accounts.
  • Continual improvement on desktop/laptop core load base images in enterprise computer configuration management tool.
  • Implement end-to-end endpoint management/computer provisioning QA testing program.
  • Build and deploy software packages in enterprise computer configuration management tool.
  • Configure policies and settings in enterprise computer configuration management tool
  • Manage users and computers in network domain directory and policy management tools
  • Retrieve hardware assets
  • Track hardware in our asset management database
  • Configure and troubleshoot audio/video and video teleconferencing equipment
  • Special events and special meeting AV support
  • Trouble shoot incidents related to network (LAN and Wi-Fi) and telephony (softphones and hard phones)
  • Mentor Level 1 Support Analysts and Level 2 Desktop Engineers
  • Meet regularly to strategize with executive admins and key leaders in all departments
  • Write technical procedural and process documentation

It is the policy of Papa John’s to provide equal employment opportunities for all applicants and team members without regard to race, color, religion, sex, age, marital status or civil partnership, national or ethnic origin, pregnancy or maternity, veteran status, uniformed service (as defined by 10 U.S.C. §101 (a)(5)), protected disability status, genetic information, sexual orientation, gender identity, gender reassignment, or gender expression, or any other characteristic protected by statute or law.