IT Desktop Engineer - California, United States - Longwood University

Description

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Supports the Mobile Device Management (MDM) function in the IT End-user Services team, as a technical
solution design and implementation expert. Seeks to optimize the functionality and security of the
organization's mobile devices and related systems. Designs, tests, and deploys technical solutions to automate
software updates/installations, and customize mobile device policies through MDM software; limiting the risk of
lost data, stop unapproved software installs, prevent unauthorized access to the mobile devices accessing
corporate data and networks, and increase productivity. Serves as the Subject Matter Expert and technical
escalation resource for the Helpdesk team with issues related to installation, modification and maintenance of
the organization's personal computers and related systems.

Starting pay:
$36/hr. - $40/hr.

Responsibilities


ESSENTIAL FUNCTIONS:
Supports application packaging, deployments, documentation, and release control in an enterprise
environment. Administers, manages, and maintains enterprise Mobile Device Management (MDM)
solution. Prepares, tests, and deploys software updates using MDM solution. Packages software for
automated deployments. Ensures consistent enforcement of policies, predictable services, and the desired
level of IT control over mobile devices and related systems within the organization.
Escalation point and desktop computing subject matter expert, supporting high severity/complex
hardware/software and deployment issues for managed desktops, laptops, workstation, blended PC,
tablet, Mac, smartphone, and printers, on wired and wireless devices; performing root cause analysis,
diagnosis, identification, configuration, and resolution in an enterprise environment.
Assists end-users in interpreting and implementing instructions, technical documentation or procedures as
needed. Documents all requests, troubleshooting efforts, and resolutions in the organization's ticketing
system, and keeps end-user informed through resolution. Follows established escalation and alert
management procedures to outages, priority issues, recurring problems, and patterns.
Responsible for asset and software inventory management. Creates detailed reports for software
distribution, inventory, and compliance.
Assists in Active Directory account creation/termination, workstation imaging (creating & deploying),
workstation builds/patching, application building/deployments, and administration of GPO changes.
Additionally, handles Office365 administration, email migrations, assignment of licenses, integrations, and
Unified Communication platform administration.
Researches, evaluates, and recommends tools, systems, process improvement initiatives, and best
practices and their application in current operations to drive higher efficiencies of the managed mobile
device computer environment. Develops documentation such as help sheets, knowledge base articles,
installation/ configuration procedures, and other related documents.
Performs other duties as assigned.
Qualifications


EDUCATION:
Bachelor's degree in computer science, engineering, or other computer-related field preferred.
A+ and/or Network+, CompTIA S+, MCSE, SCCM, MCP, and HDI-Desktop Technician certifications
preferred.
Or the combination of training, education, and experience to perform the job successfully.


EXPERIENCE:
5+ years of direct technical support in a large enterprise PC environment. With experience and deep
knowledge of MDM software administration, image and application packaging, Windows systems
administration and maintenance, registry, file system, processes, and services. Strong experience with
systems analysis and functional design, enterprise-grade Patch Management and Change Control Systems.
KNOWLEDGE, SKILLS,


ABILITIES:
Expert working knowledge with providing technical support of Microsoft Windows, Office 365, common
desktop appliances, and mobile devices.
Extensive knowledge of the ManageEngine Desktop Central, Active Directory, Group Policy, and Microsoft
System Center suite of products (SCCM). Experience with Virtual Desktop Infrastructure.
Working knowledge of a range of diagnostic utilities.
Strong working knowledge with Zendesk or other leading ITSM products.
Knowledge of best practice methodologies such as ITIL.
Sound working knowledge of network concepts including TCP/IP, DNS/DHCP, LAN/WAN/VPN.
Proven ability to prioritize tasks, concurrently manage multiple projects and day-to-day operations.
Excellent interpersonal, written, and verbal communication skills.
Effective working in a team-oriented and collaborative work environment.
Ability to conduct research into a wide range of computing issues as required; to absorb and retain
information quickly, and solve complex problems with innovative solutions.
Adaptive customer service skills including the ability to effectively interact with individuals at all levels
internal and external to the organization.
Ability to adapt to a dynamic environment and learn department-specific computer systems.
Ability to travel locally with own reliable transportation; maintain driving license and record in compliance
with Transportation Safety Standards; maintain auto insurance and vehicle registration.
Ability to obtain and maintain a criminal record/fingerprint clearance from the Department of Justice and
Federal Bureau of Investigation, per Easterseals of Southern California and/or program requirements.
Available to work after hours and weekends as needed.
Must pass all drug testing required by ESSC, post-offer medical examination and TB test.

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