Desktop Applications Engineer

Summary

The Desktop Applications Engineer will review, install, configure and maintain the end user programs and applications for 500 lawyers and 1000 staff in one of the world’s most prestigious law firms.  The role includes requirements gathering, troubleshooting, documentation, level 3 support and ongoing customization throughout the application’s life cycle in a Windows and Citrix XenApp environment. The Applications Engineer assists with software packaging, assumes application ownership of key applications, and collaborates on the creation of the Firm’s workstation image.

Primary Responsibilities

Strategy & Planning

• Collaborate with key lawyers, support staff and application owners in the development and initiation of new software programs and applications.
• Interact with end users to determine the most appropriate configuration and customization of the Firm’s applications.
• Work closely with the quality assurance engineer to define and implement quality assurance procedures for new software, program logic, and error resolutions.
• Actively participate in cross-departmental projects as needed.
• Interact regularly with managers, customers, and vendors to field queries and questions.

Operational Management

• Research, document, and implement program requirements and specifications.
• Configure and maintain end user programs and enterprise applications, including version upgrades, patch management and security configurations.
• Create and run quality assurance tests and review support requests on new and existing software for the purposes of isolating areas for improvement, resolving issues, and general debugging.
• Liaise with the Firm’s software and hardware vendors for prompt remediation of any problems or emergencies. Engage with network administrators, systems analysts, programmers, user support staff and other application owners to resolve any defects in products or company systems.
• Recommend, schedule, and perform software improvements and upgrades for optimal performance of the Firm’s workstations.
• Review User Support calls/tickets to determine issues, trends, training opportunities and other needs to improve functionality and/or user processes.
• Facilitate meetings with Desktop Services and Learning & Development staff about new software customizations and procedures. Train and provide guidance to Help Desk in order to support these changes.
• Provide knowledge transfer to other IT staff about applications, procedures and projects through documentation, knowledge base articles, Tech Tips and other methods.

Education

• Bachelor’s degree required.  Bachelor of Science preferred.

Experience

• 5+ years of hands-on IT experience supporting and troubleshooting applications or related software experience.
• Advanced functional experience in Microsoft Office 2007/2010, Adobe Acrobat, email applications required.
• Experience with QA methodologies a plus.
• Experience working with a Document Management System preferred.

Knowledge/Skills

• Advanced Windows Engineering and Microsoft Office application skills.
• Knowledge of AppSense Environment Manager and managing and installing software in a Citrix XenApp environment.
• Software packaging experience (eg WiseStudio/Flexera AdminStudio) and scripting knowledge such as Powershell, VBA, and VBScript.
• Familiarity with Windows Server, Active Directory (Group Policies/GPPs, Security Groups, etc.) and Microsoft System Center Configuration Manager (SCCM).
• Excellent logic and analytical skills, and problem solving techniques.

Additional Information

• Ability to work in a fast-paced, self-directed work team environment.
• Ability to prioritize and balance multiple projects.
• Extremely comfortable and competent working with external and internal clients.
• Available to work extended hours based on project needs, deadlines and/or other factors.