Senior IT Build Analyst - Desktop Engineer

About the Role:
We are looking for a proactive and skilled Desktop Engineer to join our IT team. This role is focused on troubleshooting and resolving compliance issues across our organization’s Windows devices, ensuring that systems remain up-to-date and aligned with security standards. In addition to fixing non-compliant devices, you will also develop automation to streamline the resolution of recurring issues, enabling proactive compliance management.

Key Responsibilities:

Device Compliance Management:

• Diagnose and resolve compliance issues related to OS patching, Office patching, driver updates, and other system configurations.

• Analyze root causes of non-compliance, document findings, and implement corrective actions.

• Maintain detailed records of non-compliance resolutions and follow up on unresolved issues to ensure timely compliance.

Automation Development:

• Develop and implement automation scripts (primarily using PowerShell) to proactively address common compliance issues across the device fleet.

• Collaborate with IT teams to identify systemic issues that can be resolved through automation and standardized processes.

• Test and deploy automated solutions that support patching, driver updates, and other routine maintenance tasks.

• Design client-focused solutions that meet business requirements.

System Maintenance and Updates:

• Maintain ownership of certain Enterprise applications, including engaging with vendors and reviewing version releases to identify any potential impacts in our environment.

• Monitor and apply Windows OS updates, Office patching, and device driver updates to ensure systems are consistently up-to-date.

• Work with the endpoint management team to roll out patches and updates effectively, minimizing disruption to users.

• Assist with Windows 10/11 upgrades and configurations to meet current compliance standards and ensure smooth transitions.

Troubleshoot and Support:

• Provide advanced support for escalated issues related to patching, drivers, and other compliance-related problems.

• Communicate with end-users as needed to minimize impact and keep them informed during troubleshooting and updates.

• Collaborate closely with helpdesk and endpoint management teams to improve support workflows for compliance.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).

• 6+ years of experience in desktop support or maintenance with a focus on compliance and patch management.

• Extensive knowledge of Windows 10 and 11, including OS configurations, patching, and driver management.

• Proficiency in PowerShell scripting for automation and maintenance tasks.

• Familiarity with patch management tools, endpoint management solutions, and automation frameworks.

• Strong problem-solving skills and a detail-oriented approach to troubleshooting and compliance.

Preferred Qualifications:

• Extensive experience with endpoint management platforms, such as Microsoft Endpoint Manager (Intune) or SCCM.

• Relevant certifications, such as CompTIA A+, CompTIA ITF+, or Microsoft Certified: Modern Desktop Administrator Associate.

• Understanding of security compliance requirements and best practices for device management.

KEY ACCOUNTABILITIES

CUSTOMER

• Provide specialized technology related build support (e.g. research, installation, configuration, provisioning, administration support of systems, applications) and ensure the service or build support meets or exceeds established standards/service levels, while minimizing operational risk.
• Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams.
• Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met.
• Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met.
• Deliver effective and defect-free support (application, hardware, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation.
• Interact with clients to provide quality service/solutions consistent with objectives and client requirements.
• Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations.
• Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity.
• Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area.
• Participate in projects aimed at evolving the base infrastructure, deploying new technologies, or optimizing the operational environment.
• May build and deploy base infrastructure components such as servers, operating systems and middleware for all environments.
• May be involved in the deployment of applications, either off the shelf or in-house developed, and in the procurement of supported assets.
• May maintain base infrastructure components current and defect free and liaise with 3rd party vendor to report problems and receive fixes.
• Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business.
• Respond to requests for information and assist project teams in evaluating alternate approaches.
• May develop a working relationship with 3rd party vendors as required to fulfill support requirements.

SHAREHOLDER

• Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required.
• May monitor the performance of the environment by using meaningful metrics.
• Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization.
• Ensure effective change management discipline is used.
• Assist in the maintenance of secure computing facilities and technical infrastructure/architecture to support clients and applications as appropriate.
• Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required.
• Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP).
• Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs.
• Comply with well-defined enterprise technology delivery practices and standards and project management disciplines.
• Make effective use of the cost management processes in place in own unit.
• Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery.
• Keep current with industry and/or business trends.
• May perform testing according to test plans, monitor and report on results, and work with others on problem resolution.
• As required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines.

EMPLOYEE / TEAM

• Work effectively as a team, supporting other members of the team in resolving critical service issues.
• Prioritize and manage own workload in order to deliver quality results and meet timelines.
• Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest.
• Participate in knowledge transfer within the team and business units.
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team.

BREADTH & DEPTH

• Works independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others.
• Subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution.
• Leads the support of highly complex and/or comprehensive applications/systems and/or business lines.
• Identifies root causes and implements targeted and controlled remediation plans.
• May install, configure, upgrade, administer business applications/systems in co-ordination with appropriate stakeholders.
• Reviews, participates and implements procedures.
• Researches industry standards, best practices and new innovations in technology and makes recommendations.
• Generally reports to a Manager or Senior Manager.