Position:  System Engineer, Desktop
Job Id:  683
# of Openings:  1

Job Title:            System Engineer, Desktop
Area:                   Information Technology
Reports to:         Manager, Enterprise Endpoint
Classification:    ​Exempt
Organization Overview
Rotary unites people from all continents and cultures who take action to deliver real, long-term solutions to pressing issues facing our communities. Each year, Rotary members invest more than $200 million and 16 million volunteer hours to improve lives and create positive change in the world. In exchange for hard work and dedication in support of Rotary’s clubs and humanitarian initiatives, our employees receive competitive salaries, flexible schedules, comprehensive benefits, and job enrichment. To learn more, visit http://www.rotary.org.
Rotary’s Commitment to Diversity
As a global network that strives to build a world where people unite and take action to create lasting change, Rotary values diversity and celebrates the contributions of people of all backgrounds, regardless of their age, ethnicity, race, color, abilities, religion, socioeconomic status, culture, sex, sexual orientation, and gender identity.
General Overview
The Desk-side Support Tech will be primarily responsible for providing computer-related business process improvements and technical issue resolution.  Additionally, the Desk-side Support Tech will have the responsibility for installing software and hardware in addition to the upgrades, and maintaining documentation for installation instructions, licensing information, and inventory control.
The Desk-side Support Tech will join a cross-functional team of diverse staff at Rotary world headquarters, working with all departments throughout the organization including Senior Leaders, as well as clients.
Profile for Success
A positive outcome for this position is the accurate and timely resolution of technical issues through the use of critical thinking, attention to detail and follow through along with an interest in the development of improved business processes.
Relevance to Mission
This position exists to ensure a high-level of availability, reliability, and constant uptime of the computer applications and systems used by the Secretariat staff and Senior Leaders to accomplish their daily work. The Desk-side Support Tech seeks to find opportunities where new technologies can be procured and implemented to improve the business processes of the Secretariat.
Efficacy and Autonomy
The candidate in this position must be able to work independently, use technical knowledge and critical thinking skills to resolve, at times challenging, issue for staff and Senior Leaders. With minimal direction, the Desk-side Support Tech must be able to analyze various situations and make the proper decision in order to resolve issues and answer client’s questions. This can be both at the Secretariat and offsite during various events.
Required Competencies
  • Communication (written and verbal)
  • Decision Making
  • Interpersonal Effectiveness
  • Productivity
  • Self-Management
  • Service Orientation
  • Professional Development
Knowledge, Skills, Attitudes, and Experience
  • Bachelor's degree or equivalent work experience.
  • Excellent knowledge and understanding of information technology principles, including commercial software, personal computer operating systems, PC and laptop hardware, and mobile devices and applications.
  • Excellent customer service skills.
  • Attention to details.
  • Sensitivity to a variety of cultures.
  • One to three years of relevant work experience in a hybrid Microsoft/Apple environment.
  • Demonstrated technical writing and documentation skills.
  • Ability to work well under pressure.
  • Ability to work independently and perform multiple concurrent and diversified tasks effectively with little manager oversight.
  • Excellent time management and organizational skills.
  • Strong team player, self-motivated and detailed oriented individual.
  • Strong problem-solving skills.
Specific Duties and Tasks
  • Provide 2nd/3rd level software/hardware support for 1,000+ PCs/Laptops/Mobile Devices in a Windows 7/10/Office 2010/2016, Mac OSX High Sierra, and iOS 7 environment consisting of 800+ local and 200+ remote nodes by working with clients over the phone and providing desk side visits.
  • Assist Senior Leaders with their IT needs, which include setting up, configuring, and troubleshooting IT equipment.
  • Create tickets and update status on issues in the JIRA helpdesk call tracking system.
  • Deploy desktops and laptops with the current operating system (Windows or Mac) and relevant software for the client. Configure user specific settings, which include software settings and peripheral devices.
  • Unpack, label and inventory all desktop, laptop, and peripheral hardware using the Gigatrak hardware asset management database.
  • Assist clients with the operation of equipment in the conference room, which includes training, providing written documentation, and installing additional teleconferencing equipment when necessary.
  • Ensure that conference room equipment is in good working order by contacting external sources for maintenance and replacement parts, implementing energy saving practices, and ordering new equipment when necessary.
  • Move and set up IT equipment for client cubicle moves.
  • Upgrade and replace computer equipment in accordance with the depreciation schedule for IT equipment.
  • Dispose of all desktop, laptop, and peripheral hardware in accordance to local guidelines.
  • Provide support for the annual International Assembly and International Convention by packing all necessary networking and IT equipment for shipping, setting up computers in the registration area and House of Friendship, configuring the network in the venue, setting up offices, setting up clients for the ability to print and access the Internet, and general troubleshooting.
  • Provide support at all hours of the day and night. Will require 24x7 availability when necessary.
  • Test and implement hardware peripherals and software that are given to staff and/or Senior Leaders.
Work Environment
This position works from Rotary International World Headquarters in Evanston, IL, and involves minor travel to the International Assembly, International Convention, and international offices as needed.

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