Workspace and Infrastructure Engineer

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

JOB SUMMARY

Workspace & Infrastructure Support Engineers are not just about being excellent "IT Gurus" resolving technical issues. You will be the face of IT, delivering exceptional customer service every day will be your main focus and mission!

KEY RESPONSIBILITIES

1. Providing a local onsite support to all co-workers, resolving incidents/requests and queries via support channels such as SSP, OS Images support, anti-virus alerts, application issues, and break-fix.
2. Reviewing workloads and priorities to ensure prompt completion of tasks adhering to organizational policies.
3. Administering and maintaining the EUC support environment and delivering services to meet SLAs and KPIs.
4. Managing the client’s end-user computing services (e.g., SCCM) as needed.
5. Raising and updating "walk-up" tickets in ServiceNow, ensuring compliance with ITSM best practices.
6. Maintaining asset management records and inventory updates in accordance with procedures.
7. Escalating tickets to resolver teams when necessary.
8. Using ServiceNow to manage tickets, maintaining clear communication throughout.
9. Following ITIL best practices and organizational policies in service management.
10. Collaborating with higher-tier resolver teams to resolve complex issues and documenting solutions for knowledge bases.
11. Ensuring antivirus updates and policies are enforced across devices.
12. Processing hardware requests, ordering and configuring devices, and completing asset management tasks.
13. Managing patch updates for end-user devices.
14. Supporting assigned projects from the IT Support Manager.

QUALIFICATIONS, SKILLS AND EXPERIENCE

Technical experience and skills:

• Microsoft Office 365 support
• Remote support tools experience
• Support experience with Windows 10/11
• Experience with Desktop Encryption (BitLocker)
• Knowledge of JAMF & MacOS
• Experience with Microsoft SCCM (desirable)
• Knowledge of Windows PowerShell and VBScript (desirable)
• Application packaging experience (desirable)
• Experience with Azure AD, Intune, managing mobile devices (desirable)

Personal Attributes:

• Proactive, can-do attitude with excellent customer service skills
• Experience working in IT support environments
• Strong communication skills for effective user interaction
• Familiarity with Service Desk ticketing systems
• Willingness to work onsite and cover multiple sites as needed

Desirable Accreditation:

• ITIL v3/4 Foundation
• CompTIA certifications
• Microsoft certifications

ABOUT CDW

CDW is a leading provider of IT solutions to various sectors across the US, UK, and Canada. As a Fortune 500 company, we help customers navigate complex IT markets and maximize their technology investments. We believe in uniting, winning, and thriving together.

CDW is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status.