DKMRBH Inc.
Wilmington, DE
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Job Description :

Position Overview

This Desktop Support IV position requires a highly skilled professional to provide expert-level technical support and assistance with desktop applications, hardware, and devices. The role involves troubleshooting complex issues, resolving escalated tickets, and supporting a wide range of technologies, including Windows operating systems, mobile devices, Multi-Function Devices (MFDs), and remote desktop tools.

The candidate will act as the primary desktop expert, offering advanced technical assistance and serving as a mentor to team members. This role also requires creativity, strong problem-solving skills, self-direction, and the ability to handle high-pressure situations.

Key Highlights:

  • Requires advanced technical expertise with desktop technologies.
  • On-call and standby hours may be necessary, including occasional work beyond 40 hours/week.
  • The position is headquartered in Milwaukee, WI, and requires on-site presence up to 80% of the time.
 

Key Responsibilities

  • Provide expert-level support for desktop applications and hardware.
  • Independently troubleshoot, diagnose, and resolve escalated technical issues.
  • Support desktop technologies, including Windows 10/11, Mac OS X, and mobile devices (Android/iOS).
  • Manage software installation, configuration, and updates using MECM/SCCM.
  • Administer Active Directory for user account setups and permissions.
  • Assist in the installation and maintenance of PCs, laptops, and related equipment.
  • Provide on-call support as part of a rotation schedule.
 

Required Skills

  • Advanced proficiency with desktop technology concepts, practices, and procedures.
  • Experience with desktop operating systems (Windows 10/11, Mac OS X).
  • Familiarity with remote desktop tools and mobile device management.
  • Strong analytical and problem-solving skills.
  • Proficiency with Active Directory, MS Office Suite, and MECM/SCCM.
 

Preferred Skills

  • Knowledge of VMware Horizon, Omnissa Horizon, or Microsoft VPC.
  • Experience with Multi-Function Devices (print/fax/copier/scanner).
  • Advanced customer service and communication skills (both oral and written).
  • Technical writing and documentation experience.
 

Interview Process

  1. Initial interviews will be conducted via phone or video call.
  2. A real-time screenshot photo will be required before the interview.
  3. Finalists may be asked to participate in an in-person interview.
  4. Candidates must provide three professional references (including one supervisory reference).
 

Technical Requirements

Selected candidates must provide their own equipment that meets the following specifications:

  • Internet: Minimum 20 Mbps download / 5 Mbps upload.
  • Hardware: Windows 10/11 or macOS with up-to-date configurations.
  • Audio/Video: Full conferencing capabilities (camera and headset).
  • Software: VMware Horizon Client (latest version).
 

Additional Information

  • A 7-year background check is required, including fingerprinting for Federal Tax Information (FTI) access.
  • Candidates must relocate to Wisconsin within 30 days if not already a resident. Relocation expenses are not covered.
  • Work must be conducted within the United States.
  • Selected candidates must adhere to DCF's onboarding and security requirements, including certifications and training.
  • Mobile devices used for DCF work must comply with mobile device management protocols.