• Support Provide primary support for end-users with good customer service skills. 
• Support the rollout of Windows 10 physical and virtual workstations. 
• Support the rollout of Office 365. 
• Maintain appropriate levels of security.
• Setup Conduct initial intake of end-user issues and document in the ticketing system. 
• Disable and create AD accounts. 
• Configure and setup Cisco phones 
• Configure and troubleshoot cell phones. 
• Configure email accounts for new users. 
• Set up, add and troubleshoot printers. 
• Install miscellaneous software and troubleshoot IP phones. 
• Troubleshooted support troubleshooting of end-user issues through team mentoring and self-education. 
• Troubleshoot PC/software/re-installs. 

Skills: Customer Service, Windows 10 Deployment, Active Directory Management, Cisco Phone Setup, Mobile Device Support, Email Configuration, Printer Troubleshooting, End-User Support.

• Engage in a professional, hospitable, and courteous manner in the ministry via electronic, phone, and in-person communication with constituents.
• Exercise diplomacy and nurture relationships with constituents to facilitate and improve their engagement with the mission and mission areas’ objectives. 
• Create standard, baseline images for multiple hardware configurations and oversee application packaging, deployments, and documentation. 
• Maintain advanced/detailed knowledge of Microsoft Windows Operating Systems (Windows 7, 10), macOS, and iOS imaging and cloning software, Microsoft Office (2016) as well as peripherals.
• Create and deploy an automated zero-touch build process.
• Administer desktop and mobile patch distribution management, including security updates (Microsoft and non-Microsoft products), service packs, and manage BIOS & driver maintenance.
• Provide technical assistance and customer service support for questions related to computer systems, software, hardware, and telephones (Cisco Call Manager and iPhone mobile devices).
• Troubleshoot, analyze and solve end-user technical problems via phone support, remote desktop connection, and/or visits to user locations.
• Interact directly with other IS personnel to determine the proper remediation for an issue.
• Assist in moving equipment to different locations within office or event locations.
• Assist in implementing mechanisms to identify chronic support problems and expedite resolution.

Skills: Professional Communication, Relationship Management, Image Creation, Operating Systems Expertise, Automated Build Process, Patch Management, Technical Support, Problem Solving.

• Troubleshooting day-to-day technical issues, including but not limited to issues with workstations, working from home connectivity, email and creative applications.
• Responsible for the initial setup and configuration of workstations for new users.
• Resolve tickets and requests submitted via helpdesk system or email in a timely manner.
• Keep asset inventory organized and up to date.
• Maintain tidy cabling standards throughout facility and data center installations.
• Working a shift pattern as needed to ensure there is always coverage as required, which could mean working weekend shifts 
• Assist in the implementation of quality improvement programs for ministry area.
  
• Provide technical support and best practice advice for offsite event planning and execution.
• Maintain competency and enhance professional growth and development through continuing education and conferences.
• Maintain expert knowledge of supported applications, hardware, and mobile devices.

Skills: Technical Troubleshooting, Workstation Setup, Ticket Resolution, Asset Management, Cabling Standards, Shift Coverage, Quality Improvement, Application Expertise

• Provide production operational support to Cloud Developers community in their agile development work
• Ensuring service reliability and availability of the Cloud Developer Desktops Infrastructure and platforms
• Optimize Developers experiences on using the Cloud Developer Desktops 
• Troubleshoot and support developers software packages and package issues, access to DevOps Platforms infrastructure
• Responds to questions and inquiries in a timely and service-oriented manner.
• Participate in design, develop and maintain common tooling, infrastructure, and processes for Azure DevCloud Desktop platform
• Ensure product performance, uptime, and scale, while maintaining high standards of code quality and thoughtful design
• Write and test code to automate package building, testing, releasing and installation
• Provide end-user support and manage support calls and ticket queue
• Diagnose and resolve operating system, application, and hardware issues
• Assess hardware and software needs for office and work-from-home functions
• Assist in evaluating new hardware and software solutions

Skills: Cloud Support, Service Reliability, Developer Experience Optimization, Software Troubleshooting, Infrastructure Development, Code Quality Assurance, End-User Support, Hardware Assessment.

• Work with a local and dispersed team of administrators and engineers to provide desktop services to RoundTower customers.
• Contribute to evolution and growth by sharing key knowledge with the internal team
• Provide daily support on incoming tickets and phone calls in a professional, customer focus manner.
• Troubleshoot escalated issues for desktop or end user related issues.
• Innovate, create, make decisions and problem solve on a daily basis to push growth and better support RoundTower’s customers.
• Perform recurring desktop patching for customer environments.
• Support Mobile Devices including tablets and phones.
• Perform system imaging and golden image maintenance.
• Perform shipping and receiving duties to include inventory check in / out procedures.
• Perform deployment of new employee systems
• Create and refine documentation of standard processes and procedures
• Configure and support physical phones and VPN devices for remote employees
• Assist in enterprise level projects and tasks relating to corporate infrastructure systems
• Escalate issues as needed to Level 2 support and higher

Skills: Desktop Services, Knowledge Sharing, Customer Support, Issue Troubleshooting, Problem Solving, Desktop Patching, Mobile Device Support, System Imaging.

• Ability to interpret and apply technical instructions
• Can adapt quickly and professionally to changing priorities
• Able to meet deadlines on a consistent basis
• Demonstrated analytical and decision-making skills
• Ability to coordinate multiple tasks and have strong organizational, written and verbal communication skills
• Capacity to work independently and be self-motivated
• Familiarity with ITIL Service Management concepts
• Deliver a consistent, high level of service within our Service Excellence standards
• Experience in supporting Windows Operating Systems
• Experience in customer service, hardware support, and software support

Qualifications: BS in Computer Science with 5 years of Experience

• Ability to learn on the fly.
• Strong organizational skills. Meticulous attention to detail.
• Comfortable in a fast-paced and deadline-oriented office.
• Strong customer service skills.
• Proven success working with various team interactions and stepping in as needed to cover peak workloads.
• Efficiency and the ability to follow processes and direction.
• Expertise with both Windows OS and Mac OS.
• Understand MS Office Suite.
• Excellent verbal and written communication skills.
• Ability to multi-task and effectively take direction in a fast-paced environment.
• Good problem-solving abilities.
• Ability to accept constructive internal comments.
• Capability to creatively approach problems not covered by existing procedures.
• Understanding of the fundamentals of network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment.

Qualifications: BS in Information Technology with 3 years of Experience

• Professional work experience supporting desktop computer equipment in an enterprise environment
• Relevant and current Information Technology certifications, such as CompTIA A +, Network +, Security +
• Excellent communication, interpersonal, and customer service skills
• Demonstrate high levels of time management, organization, prioritization, and follow-up/follow-through skills
• Possess effective problem-solving and critical thinking skills, as well as the ability to clearly present information to individuals and groups.
• Strong computer literacy skills, including (but not limited to) a proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint, etc.)
• Able to work in a fast-paced environment and apply effective change management strategies to navigate the culture effectively
• Adept at asking clarifying questions to ensure understanding
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment and with little supervision
• Experience working in a team-oriented, collaborative environment

Qualifications: BS in Computer Engineering with 4 years of Experience

• Experience in technology support operations, including configuring, troubleshooting and supporting networked workstations, laptops, printers, and related equipment. 
• Experience analyzing designing, building and deploying desktop images, OS migrations, software distribution and solutions with Microsoft Windows, MacOS and iOS. 
• Experience with centralized desktop management tools, security and patch management (Microsoft, Symantec, MDM, and ManageEngine), upgrades, deployment, and refresh methodologies.
• In-depth experience with Active Directory and Group Policy and various Microsoft desktop related technologies such as Offline Files, Folder Redirection, and User Profiles.
• Professional certification in MSCE, A+ Hardware or Network+ certification 
• Direct experience with Windows 8, 10, and server 2012, 2016, 2019.
• Hands on experience with Active Directory, Group Policy, Exchange, and Hyper-V.
• Intermediate experience with routers, switches, and troubleshooting connectivity.
• Managed Services or Technology Consulting experience

Qualifications: BS in Network Administration with 5 years of Experience

• Experience with Windows desktop operating systems in System installation, configuration, administration, troubleshooting, maintenance, monitoring, and security with Windows 10 Professional or Enterprise
• Experience in using native monitoring and troubleshooting tools
• Experience with operating system backups, restoration, and recovery models
• Experience with any desktop deployment solutions such as VMware View/Mirage/Horizon, Citrix XenDesktop/XenClient, Quest vWorkspace, Windows Deployment Services, Microsoft Deployment Toolkit, ImageX, or Symantec Ghost/Altiris
• Experience with support request ticketing system(s)
• Administering Dell laptops, notebooks, and mobile workstations
• Administering Windows Server, including Active Directory and Group Policy
• Familiarity with System Center Configuration Manager (SCCM), VMWare, and Network environments
• Familiarity with Jira and Confluence

Qualifications: BS in Information Systems with 3 years of Experience