Job Description

Engineer I, Desktop Engineer

Coppell, TX

What does it mean to be a BrinkerHead? We play like a team, take pride in our culture and seek every opportunity to make people feel special. Life is short. Work happy.

At Brinker, we connect, serve and give to create the best life for our Team Members, Guests and community. Through our cultural beliefs, Brinker empowers its Team Members to positively impact our 4 Key Results: Engaging Team Members, Bringing Back Guests, Growing Sales and Increasing Profits.

Brinker International is an equal opportunity employer; we foster an inclusion environment that promotes respect, diversity of thought and success for all.

Job Summary

The Desktop Engineer I role is responsible for supporting all technology in the RSC. Key function of this role will be management of ticket volume escalated from Level 1 Corporate Support, onboarding/offboarding team members for key IT tasks, desk visits to resolve hardware issues, and troubleshooting with remote team members where necessary. Role also is responsible for deployment of technology to RSC team members and onboarding new technology as existing products sunset. Provide strategic input into hardware and software technology stacks that are consumed by our organization. This role is critical to maintaining the stability of IT Services within the RSC and for decision makers at the highest level of the organization.

Your Key Job Functions

• Prepares, tests and releases software application and security updates to production using Microsoft SCCM or other deployment tools
• Onboarding and Offboarding of team members, including desk visits, hardware troubleshooting, termination flows. Includes training team members on IT functions during team member onboarding through Peopleworks Team
• Troubleshoot and resolve escalated issues of team members regarding hardware or software incidents/requests – Escalation from Level 1 Corporate Support
• Update document workflow deficiencies, and implement process improvements
• Documenting of problems, requests, changes, and incidents via Service Now ticketing system
• Resolve advanced level PC problems such as incompatibility with software and operating systems, required changes in registry settings, changes or compatibility issues with the virtual desktop
• Build and test all desktop images and write related support/staging documentation
• May provide dedicated PC support for departments and special projects or software installations that require the additional focus
• Manage and administer a mixed platform client system environment (Mac OS X, Windows, )­­
• Daily communication with cross-functional teams within IT, but also within the business as a whole
• Performs application patching of desktop/laptop/tablet software such as, for example, Adobe Reader using SCCM or other tools as appropriate
• Administer/manage management platforms such as SCCM, JAMF, Intune, etc…
• Strategic input into determination of hardware technology standards (e.g. laptop builds, manufacturers, etc) as well as software collaboration platforms as well as A/V solutions
• Manage and support audio/visual products in our home office (e.g. Teams rooms, conference room cameras, etc..)
• Administer/manage VDI infrastructure support and maintenance – troubleshoot with team members when necessary
• Ensure appropriate testing of desktop packages is done prior to deployment
• Will act as redundancy for Level 1 Corporate Support where business requires, for defined periods of time
• Manage software lifecycle for software currency, within 2 versions of general availability
• Manage hardware lifecycle for asset management/refresh
• Refresh hardware as prescribed by depreciation cycle and hardware lifecycle
• Manage ipad fleet deployed in restaurants via JAMF
• Manage Ring Central PBX solution for restaurants (onboard/offboard accounts, troubleshooting, escalation to supplier)
• Manage Ring Central Call Center software for RSC support teams (onboard/offboard accounts, phone deployment, troubleshooting, escalation to supplier)
• Manage Teams/O365/Sharepoint Online – troubleshoot, configure, deploy, account mgmt., user mgmt.
• Manage On Prem Exchange environment
• VIP support
  
  

What You Bring To The Team

• Excellent technical skills and experience gained from working within complex Desktop infrastructure projects
• Strong working knowledge of PowerShell to automate complex and repetitive operations for L1 and L2 support teams
• Solid exposure to security technologies and strategies, including the use of web and email content filtering, public key infrastructure, drive encryption, patch management and AV best practices
• Strong experience of infrastructure and application architectures, particularly with respect to VDI, MDM, automation techniques and managing ‘infrastructure as code’ leading to consistent delivery and to high levels of quality
• Excellent knowledge of O365, Teams, Sharepoint Online, and OneDrive for client devices
• Excellent Microsoft Exchange (on prem, hybrid, cloud) knowledge
• Excellent knowledge of MDM technologies and how these are used to manage corporate devices and BYOD
• Strong experience with a blend of engineering of EUC technologies, technical skills and experience gained from working within complex Desktop, Mobile and Application infrastructure projects
• Strong knowledge of BYOD strategies and deployment approaches that ensure corporate data remains secure and devices are compliant with company standards
• Excellent knowledge working with Active Directory and overarching management of the platform
• Strong GPO experience required
• Strong experience in the automation of manual tasks and seeking out efficiencies by ‘shifting left’ where possible, for example the automation of Desktop provisioning and Application deployment, including end user self-service
• Demonstrable experience in translating high level technical architectures and service design requirements into clear and coherent low-level designs
• Foremost is understanding what great service looks like and the heart for delivering high service levels to our team members on campus and remote
• Strong analytical thinking with strong problem-solving skills
• Command in operating with a constant sense of urgency
• Strong interpersonal skills
• Strong written and verbal communication skills
• Effective technical writing skills
• Ability to collaborate and function within a team environment while also being able to work standalone to restore service
• Excellent in navigating within a windows operating system's file structure as well as supporting Office Suite and host of other applications consumed by RSC team members