ABOUT CIM GROUP

CIM is a community-focused real estate and infrastructure owner, operator, lender, and developer. Our team of experts works together to identify and create value in real assets, benefiting the communities in which we invest. Back in 1994, our three founders focused on projects in Southern California neighborhoods. Today, we are a diverse team of 1,000+ employees with projects across the Americas. Our projects have delivered jobs; created comfortable places to live, work, and relax; and provided necessary and sustainable infrastructure. Our focus on enhancing communities is unwavering, and we strive to make an even greater impact in the years to come. Join us and make an impact today!

POSITION PURPOSE

The Desktop Engineer's primary responsibility is to provide high quality customer focused service and support to the user community at CIM Group. In this position you will design, install, support, and repair technological tools and equipment at multiple locations, including corporate offices and properties managed by the company. The position also assists with infrastructure support tasks, performing problem management, leading and contributing to projects, and working with other senior members of the group to implement or upgrade platforms.

ESSENTIAL FUNCTIONS

• Receive referrals from tier 1/help desk support and troubleshoot, diagnose and resolve more complex operating errors.
• Install and configure software or hardware updates or patches.
• Ensure systems and workstations are compliant with organizational policies and security standards.
• Configure, onboard and maintain small office network equipment.
• Participate in rolling out applications individually and through SCCM centralized Desktop deployment.
• Evaluate the needs of properties managed by the company and request purchase of equipment through inventory control.
• Evaluate and resolve network connectivity or communications systems issues.
• Provide support resources for AV equipment and services including web conferencing, conference center events, and meeting room support.
• Troubleshoot errors or malfunctions and perform unscheduled or routine maintenance.
• Analyze user needs; builds, modifies, installs, and tests products.
• Maintain awareness of trends analysis to identify and escalate major incidents and problems and escalate quickly.
• Assist with Asset management/inventory management as described in Policy & Procedure documentation.
• Give input into process improvement including ServiceNow enhancements for better client servicing.
• Develop and maintain documentation related to systems or workstations and may provide user training.
• Assist with onboarding and offboarding properties throughout the US.

NON-ESSENTIAL FUNCTIONS

• Software implementation using group policy.
• Perform work under minimal supervision. Handle complex issues and problems and refer only the most complex issues to higher-level staff.
• Assist with Windows Server installation & configuration.
• Assist with Router configuration, PRIs, and analog lines.
• Assist in administrative tasks with company sponsored collaboration tools such as SharePoint, ShareFile, Teams, and WebEx.
• Ability to lift/carry/push/pull up to 50 lbs. of equipment. Ability to walk or stand for extended periods of time.
• Ability to crawl under desks to remove and install PC hardware and perform cable management duties.
• Ability to work nights and weekends and participate in on call rotation. Must be detail oriented.
• Some travel is required to remote sites.

EDUCATION/EXPERIENCE REQUIREMENTS

• Bachelor’s Degree, in any discipline, or comparable years of experience.
• Minimum six years’ experience in a client-focused, customer-oriented service and support/technical role.
• IT Certifications a plus (Microsoft, Apple, ITIL, PMI).

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent written and verbal communication skills and the ability to easily connect with all types of people, with a keen eye for detail and multi-tasking.
• Ability to address and communicate in a customer friendly manner in all interactions with team members and users/clients.
• Ability to read and write correspondence and reports, as well as the ability to effectively and respectfully present information to customers, clients, employees, and vendors.
• Excellent verbal, non-verbal and written communication with end users.
• Ability to translate technical information into a manner that end users can understand.
• Ability to understand computing numbers (megabytes, gigabytes, binary numbers).
• Ability to define problems, collect data, establish facts, and draw conclusions, using deductive reasoning to identify problems and offer solutions.
• Ability to manage many short-term tasks and long-term projects concurrently, escalating to senior member of the team as necessary.
• Expert-level knowledge of Microsoft Desktop Operating systems, as well as supporting Microsoft Office software.
• Proficient-level knowledge of network fundamentals (IP, gateway, DNS, routing), Exchange ActiveSync, Cisco routers, firewalls, IOS, various email systems & protocols (Exchange, IMAP).
• Proficient-level knowledge with virtualization technology is helpful (VMWare, Citrix, HyperV).
• Working knowledge of Active Directory.
• Ability to multi-task in a challenging and fast-paced environment with a sense of urgency.
• Passionate about providing outstanding customer service and candidate experience.
• Must be able to work well independently and in a team environment.

PERFORMANCE METRICS

• Role model example for excellence in customer service.
• Accuracy, reliability, and timeliness of work product.
• Excellent customer satisfaction based on feedback as well as team and manager observations.
• Adherence and valuable input into department policies and procedures for efficient and effective service.