Senior Desktop Support Engineer/Senior Technical Support Engineer/Senior EUC Engineer/Lead Desktop Support Engineer/Senior IT Support Analyst/Desktop Services Lead

Job Title: Desktop Support Engineer

Location: Cincinnati, OH (Onsite)

Duration: 6-12 Months+

Key Responsibilities:

Must have:

Server, Storage and Networking Support

Wintel System Administration (Physical, Virtual Hyper-V; File & folder Permissions)

Active Directory Management Tasks

Hands and Feet support

Server, Storage and Networking Support:

Skills to assist with resolving technical issues with Windows Server Hyper-V environment, NAS, Local Backup needs and ongoing maintenance activities within the on-site server environment. Local resources provided under this SOW would have access to wider Global Baker Hughes Technologies Ltd ,DT SME support teams and resource pool as and when required.

Example Server Task List

Catch/dispatch of SOLV tickets to support queues done by Global Command Center team

End to End (L2 & L3) Operations Support for Windows servers (physical & virtual), servers, Hyper-V host servers, SCCM Compliance activities

Server build, Server decommissioning, Server rebuild due to OS/HW crash under incident break fix

Incident/Request, Change Management, Problem Management

Hands & Feet support

Coordination with OEM (Dell, Client, Cisco etc.) and third-party vendor support to fix server hardware fault/failures

Server security compliance and remediation

Folder creation and permissions

SQL Server DB Administration Tasks

Server access provisioning (through Service Catalogue)

Windows OS Cluster Management and troubleshooting of clustering related issues

Shared folder access issues and troubleshooting with users

Adding/removing/modifying Service Catalogue details

Creation of new folder as per BH guidelines and folder permissions requests

Ownership changes for the existing folder via SOLV Request and Service Catalogue Request

Creation of Personal/shared folders and troubleshooting access related issues

AD Object management mainly Groups

Wintel System Administration (Physical, Virtual Hyper-V; File & folder Permissions)

Win Server OS and base Server Hardware related break-fix incidents like:

Server down, unreachable alerts

Shared folder/ files on File server not accessible

Troubleshoot hardware faults, identify faulty part and work with hardware support vendor to get it replaced.

Server Access management (for those requests not fulfilled by Service Catalogue).

System agent remediation:

SCCM broken agent remediation

System agent like Qualys, MS Defender etc agent rem ediation/rollout

Win Server (physical, virtual) rebuild in the event of hardware break-fix.

Win Server Build (net new server build from RFS): Coordinate with Networking, Directory Services, Tools, application owner/support team, DBA team as needed for the infra setup.

Installation of Win Server OS roles/features as required by the application (for ex. default install of .NET, IIS)

Note: No feature (ex. IIS) customization to be owned and supported. It will be the responsibility of the application owner/team.

Server Decommissioning activities.

Creation of New Shared Folder on File Servers as per Client's guidelines.

New Access Request for Existing folder.

Ownership Change for the Existing Folder- SOLV Request.

Ownership Change for the Existing Folder- Service Catalogue Request.

Folder/File access issues and troubleshooting.

AD Group Creation Request in Service catalogue OU.

Creation of Personal/User Folder.

List/modify current access for folders.

Print server, Print queue administration

Note: Physical Install/Configure of Printer device is owned by the CLIENT'S Desktop team.

24X7X365 Server availability monitoring, resource utilization monitoring using available/existing BH enterprise monitoring tool

Coordinating with other support teams like application, Network, Security, Active Directory

Services, Tools etc. as and when required for issue resolution.

Hands and Feet support

Tasks like: Remote Access Controller remediation requiring physical troubleshooting, faulty HDD etc.

Battery replacement; working with OEM/3rd party field engineer on faulty server hardware component repair/replacement; racking/un-racking/moving of server hardware between racks.

Active Directory Management Tasks

Routine Tasks

User & Group Management: Create, modify, disable accounts; manage group memberships,enforce access.

Security Policy: Enforce strong passwords, Multi-Factor Authentication (MFA) where applicable, account lockout settings, and the Principle of Least Privilege.

Health Monitoring: Check Event Logs (Security, System), replication status (repadmin), DNS health, and overall system performance.

Backup & Recovery: Perform regular, reliable backups of AD and test recovery procedures.

Monthly Tasks:

Account Cleanup: Disable/delete inactive user accounts, stale computer accounts, and remove dormant group memberships.

Auditing & Reporting: Review audit logs for unauthorized changes, monitor critical group/account modifications, and generate compliance reports.

GPO Management: Review and update Group Policy Objects (GPOs) for new security standards or application needs.

Replication Health: Proactively check and troubleshoot replication issues using tools like dcdiag and repadmin.

Quarterly/Annual Tasks & Best Practices:

Patching & Updates: Keep Domain Controllers (DCs) and supporting infrastructure patched and up to date.

Security Reviews: Audit User Rights Assignments, secure service accounts, and review privileged account usage.

Disaster Recovery: Update documentation and test disaster recovery plans.

Role & Delegation Review: Review delegated permissions and administrator roles to ensure least privilege.