Desktop Support Engineer

About Us

Moder was founded in December 2020, with the mission to positively impact the financial health of companies in need by powering their in-house processes using top talent, workflow best practices, and progressive technology.

We are a tech forward outsourcing company specializing in supporting the US mortgage, insurance, and banking industries.

Moder offers end-to-end or component-based outsourcing. We can do everything from managing one-off projects to becoming an extension of your customer service or operations team.

Our team is built by outsourcing industry experts who've been on the client and provider sides. They bring decades of experience in financial services and expect the highest caliber of service and delivery from our team.

We're an American-owned company based in the US with offices in India, and the Philippines.

Responsibilities:

• Provide solutions to user issues by identifying problems, researching answers, and helping to implement; Troubleshoot and repair break/fix issues.

• Respond to user requests and service issues in a timely and professional manner.

• Provide support via phone using remote support software as 2nd line of support.

• Create, monitor, update, and close tickets using the existing ticketing tool

• Manage and administer Enterprise devices via approved tools (Microsoft Endpoint Manager/MECM).

• Create/maintain Operating System images & automated deployment methodology (Windows Autopilot).

• Create automated software and solutions packages for deployment to Enterprise devices.

• Manage and oversee monthly Windows Security Patch deployment.

• Manage and oversee mass software update/deployment efforts to Enterprise devices.

• Generate and manage various reports as requested.

• Virtual Desktop deployment and administration.

• Perform routine environmental assessment exercises and ensure the continued enhancement/modernization of the end user computing environment.

• Participate in Major Incident response activities; ensure timely remediation of outage(s), perform root cause analysis, and develop/implement long-term solution to mitigate future risk.

• Research complex technical problems and identify, implement, and communicate technical fixes.

• Function as a resource for projects, including new hardware/software solution introduction, Windows/Office365 upgrades, and other technology advancement initiatives.

• Partner with other I.T. departments as necessary in support of a cohesive computing enviroment.

• Function as technical escalation point for large scale or aging end-user problems.

• Functions as a third line of support after all tiered resources have been exhausted.

• Write, edit and maintain Policies & Procedures documentation.

Qualifications

• 5+ years of experience in end user device engineering.

• 5+ years of experience with device/System Center Management tools.

• Professional Certifications desired (Microsoft Modern Desktop Administrator, MCSE, AZ-900, AWS Solutions Architect, Network+, A+, etc.).

• Experience with Modern Device Management (MDM) tools, including Windows Autopilot and Microsoft Endpoint Manager.

• Experience with deployment and administration of virtual desktop solutions, including Amazon Workspaces, Hyper-V, VMWare, Windows 365 Cloud PC, and Azure Virtual Desktop.

• Experience with environmental management and administration via Azure Active Directory.

• Advanced troubleshooting skills surrounding complex technical end user device issues in large, distributed environment.

• Advanced understanding of Windows 10/11 Operating Systems, including build updates.

• Advanced understanding of Microsoft Security Patching process.

• Advanced understanding of Microsoft Group Policy administration in a client/server environment.

• Advanced understanding of Windows Registry architecture.

• Advanced knowledge of various scripting methodologies (PowerShell, SQL, AWS CLI, Python, etc.).

• Advanced understanding of Microsoft 365 product(s) deployment/administration.

• Basic understanding of network infrastructure and protocols.

• Strong Microsoft Office365 application suite usage skillset, including Teams, Visio, and SharePoint.

• Fluent in usage and administration of multiple Operating Systems (Windows, Windows Server, Mac OS X, Linux, etc.).

• Strong professional and interpersonal skills, including exceptional customer service, creative problem solving, effective written and verbal communications, planned and organized coordination of cross functional teams, acute attention to detail and quality, ability to self-manage.

• Detail oriented with ability to prioritize and manage multiple projects.

• Ability to work occasional after hours and weekends

• Occasional travel possible.