• Provide 1st /2nd systems and application level phone/email support to users
• Analyze problems, answer questions and provide training about the software
• Undertake daily maintenance tasks relating to the IT Infrastructure
• Identify, test, and identify workarounds for reported issues
• Provide regular updates to customers on open support issues
• Assist in editing of training materials, manuals and the knowledge base
• Engage with the user to resolve Incidents within published processes and SLAs.
• Service excellence as a core value.
• Working to improve response times of SLAs.
• Visible and approachable on-site support of user population.
• Working within & identifying improvements to departmental processes and procedures.
• Takes ownership of workload.
• Ability to communicate in business language with all company personnel at all levels.

Skills: System Support, Problem Resolution, IT Maintenance, Customer Updates, Training Development, Incident Management, Process Improvement, Stakeholder Communication

• Work across teams to optimize the usage and continuous improvement of the laptop standard image (hardware models and software image).
• Install, configure, test, maintain, monitor, and troubleshoot end-user laptops, VMs, Dell thin clients, mobile devices and related hardware and software in order to deliver required desktop service levels.
• Guide desktop engineering standards
• Ensure PC images and configurations meet all security and compliance requirements
• Be the visible and active voice of the customer for performance impact, hassle ownership and mitigation, optimizing the existing assets, identifying gaps and monitoring health parameter
• Research and evaluate requests for new desktop software or software tools, including rationalization against existing approved software
• Assist in the evaluation and selection of hardware and software
• Proactively solve current user experience hassles and own the user experience for the laptop
• Own the standard software image, training for the installed image and minimum level of acceptable testing for the additional software that is deployed on the laptop.
• Provide second-level contact and end-user support for all users via phone, email or in-person
• Perform onsite analysis, diagnosis, and resolution of desktop and mobile device problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users 

Skills: Cross-Team Collaboration, Hardware Configuration, Software Management, Security Compliance, Customer Advocacy, Software Evaluation, User Experience Ownership, End-User Support

• Act as a lead technician in the performance of onsite Support activities.
  
• Perform complex installations and configurations of desktops, laptops, mobile devices and associated Peripherals related software
• Implement change related to BAU or Project of Onsite Service Delivery like troubleshooting patching, SSCM management, Configuration changes or Software installations, Break-fix activities, Desk Side Support, Data Migration and HW refresh.
• Deliver IMACDs on demand.
• Provide technical assistance to end-users with any collaboration or internal software issues.
• Support VVIP at the site during P1 or P2 incidents.
• Resolve escalated service delivery issues, including communicating service delivery issues to the appropriate stakeholders and support communications to the field force for other locations.
• Provide IT support for event management, disaster recovery and emergency response activities in the event of such situations at local sites.
• Provide On-Call support when required outside business hours

Skills: Lead Technician, Hardware Configuration, Software Implementation, IMACD Delivery, Technical Assistance, VVIP Support, Issue Resolution, Emergency IT Support

• Test and maintain solutions for deploying Windows 10 devices at scale. 
• Deploy necessary updates, applications, and configuration changes to Windows infrastructure at scale.
• Address tickets in the Desktop Support ticket queue as well as be the point of escalation for the Desktop Support team providing training on resolutions 
• Report end user feedback and identify areas of growth within end user support.
• Provide support and assistance to end users ensuring that prioritise workload effectively ensuring that issues are resolved in a timely manner
• Provide clear and logical resolutions to any issues with the highest quality approach to customer service
• Keep up-to-date with new technologies and advancements in support of the end-user experience
• Assist with implementation, training and ongoing support of all Hospital applications
• Set up new user accounts, manage security, mail accounts and network devices within a Microsoft dominant architecture
• Work alongside members of the Finance team to ensure the effective delivery of applications to meet the needs and demands of the hospital.

Skills: Windows Deployment, Update Management, Ticket Resolution, User Feedback Analysis, End-User Support, Technology Upkeep, Application Training, System Configuration

• Maintaining a multi-site Microsoft System Center Configuration Manager infrastructure
• Deploying, inventory and compliance reporting
• Providing on-site and remote escalation support
• Work with other teams and colleagues, reviewing, analyzing and debugging Windows, networks, systems and, applications issues to prevent future ones.
• Create documentation that gives guidance, creates standards and procedures, product assessments, and training material the includes (application and infrastructure support teams)
• Serve as the technical resource and provide technical knowledge in outage management and solutions improving user experience. 
• Building, setting up and imaging for a range of Windows devices
• Supporting New and Existing devices

Skills: SCCM Management, Inventory Reporting, Escalation Support, Issue Analysis, Documentation Creation, Outage Management, Device Imaging, Device Support

• Troubleshoot technical issues related to software or hardware and implement solutions.
• Create operating system images, operating system upgrades, patches, and deploy applications.
• Ensure the company remains secure and compliant by applying any needed security updates.
• Effectively communicate problems and their solutions to respective support teams.
• Work with global teams to deploy standard images
• Keeping up with the latest desktop technologies
• Maintain global hardware standards for desktops and laptops
• Assist with resolving tier-3 support incidents.
• Document, maintain and improve standard processes in desktop management
• Resolve problems effectively and efficiently to minimize users' disruptions
• Create SCCM or Intune reports

Skills: Technical Troubleshooting, OS Imaging, Security Compliance, Team Communication, Global Deployment, Technology Monitoring, Tier-3 Support, SCCM/Intune Reporting

• Prepare and update various documents and templates Provide regular status reports to client Stakeholders on all aspects of the Project Assist client SPOC in the day-to-day management of team activities, updating and tracking schedules.
• Attend project meetings and ensure that minutes are prepared and distributed 
• Ensure that all relevant project communication and documents are distributed to appropriate team members. 
• Work closely with client SPOC to assist in the timely release of Project deliverables. 
• Create and follow through with task lists, action item lists, and punch lists.
• Tracking of machines shipped to colleagues Coordinate the compilation, checking, copying, and distribution of final documentation 
• Perform other activities and assume further responsibilities as directed by the immediate Manager.
• Deliver Face-to-Face or remote customer support across all end user services provided by IT.
• Applies technical knowledge to support end users for corporate issued desktop, laptop, and mobile devices as well as network services, email services, etc.
• Provides ideas and solutions to prevent problems and incidents from reoccurring that impact client computing support and overall employee productivity.
• Performs analysis and support of functional or corporate deployed service(s) using problem solving techniques and root cause analysis concepts.

Skills: Document Management, Status Reporting, Team Coordination, Meeting Management, Project Tracking, Customer Support, Technical Troubleshooting, Root Cause Analysis

• Supports the daily operations of all areas of client's system management (i.e. authentication, desktop deployment strategy, remote access solutions, system performance, antivirus technology, patching management, etc.). 
• Provides technology support to staff members. 
• Works closely with superior to refine Software Development Lifecycle (SDLC), ensures deliverables are met on a timely basis. 
• Analyzes complex problems in applications services and takes corrective actions. 
• Works under general direction. 
• Supports management team to meet deadlines and job requirements. 
• Provides subject matter expertise to others on team regarding high priority or special projects undertaken by the area. 
• Takes initiative and ensures effective design and integration of client's systems to meet all business requirements. 
• Provides status reports for the department manager and keeps management aware of issues. 
• Provides documents for application testing results, documents for software certification and support. 
• Creates documents for disaster recovery, business continuity and appropriate service level agreements. 

Skills: System Management, Technology Support, SDLC Refinement, Problem Analysis, Project Collaboration, Subject Matter Expertise, Status Reporting, Documentation Creation

• Provides training to support staff 
• Coordinates and aligns resources with strategic and operational activities. 
• Streamlines as many tasks as possible, such as, standardizing image build process, streamlining software packaging process, and automating device deployment processes. 
• Provides deployment plan for all desktop and client related operating system and applications upgrades. 
• Manages security patching management for all operating systems and applications supported in the agency. 
• Works with management to maintain systems management infrastructure (SCCM Intune and related Technologies), that enables IT to monitor performance of patch level, and inventory hardware and software of every individual system on network. 
• Works internally to maintain enterprise antivirus technology across agency and assists with security policy development and enforcement, ensures technology runs effectively. 
• Troubleshoots and resolves issues as they arise. 
• Assists in Implementing enterprise policies to manage and maintain endpoint systems more effectively and efficiently. 

Skills: Training Delivery, Resource Coordination, Process Automation, Deployment Planning, Patch Management, Systems Management, Antivirus Administration, Issue Resolution

• Supports client's active directory which provides authentication and authorization process for end users and supporting systems. 
• Helps support all VPN solutions and remote access for all client's Enterprise devices. 
• Supports Microsoft system inventory and monitoring of all critical systems to ensure smooth operations and no disruptions. 
• Supports end-user protection and encryption technology architecture on laptops and mobile device (i.e. mobile iron) to ensure clients can wipe clean clients equipment remotely or determine location of equipment if stolen or lost. 
• Configures a test lab for any new system architecture to ensure new technology is appropriately functioning before implementation 
• Develops scripts and evaluates tools needed for the support team to support variety of use cases in troubleshooting and maintaining endpoint systems 
• Works with management to develop a new architecture (state of art) and policies to support zero touch white-glove autopilot deployment to user community. 
• Maintains documentation of all software hardware configurations and procedures associated with. 
• Coordinates and participates in planning, scheduling and rollout of changes includes CM submissions, IT Comms and change implementations. 
• Works closely with team members, vendors and support team to analyze complex problems in applications or systems and initiates corrective actions to restore service in timely manner. 

Skills: Active Directory Support, VPN Management, System Monitoring, Endpoint Security, Test Lab Configuration, Scripting and Tool Development, Zero-Touch Deployment, Change Management

• Excellent troubleshooting and problem solving skills
• Ability to prioritize issues on a case-by-case basis
• Project Management Skills
• Excellent customer service skills
• Experience working in an ITIL based Service Desk
• Extensive knowledge and experience with Windows based technologies
• Hardware platforms including Lenovo & HP laptops & Cisco phones.
• Microsoft technologies such as Active Directory, SCCM and Intune
• Outstanding troubleshooting skills in WAN/LAN/Desktop situations
• Excellent written and verbal communication skills that help represent diverse communities
• Experience working with diverse teams

Qualifications: BS in Information Technology with 3 years of Experience

• Experience delivering IT services to customers in a corporate environment
• Knowledge of Windows XP, Vista, or Windows 7
• Knowledge of PC hardware
• Prior experience with ESS/VIP and Ministerial support 
• Understanding of software deployment technologies
• Understanding of infrastructure (DHCP, DNS, and Exchange) and networking (IP Addressing, routing, network topologies, etc.)
• Experience in deployment toolkit (ADK) and SCCM OSD task sequence to create and modify OS images.
• Experience in managing enterprise image of big company.
• Practical experience in supporting Windows desktops, following Microsoft Technologies, Operating System Deployment and associated tools.
• Working knowledge of one or more technologies Microsoft WMI, PowerShell, VBScript, SCCM and Intune.
• Technical knowledge and in-depth understanding of Microsoft Windows client operating systems.
• Strong communication and interpersonal skills.

Qualifications: BS in Computer Science with 8 years of Experience

• Experience in Desktop Engineer role
• Experience with Co-Management and workloads in Microsoft Endpoint Manager/Intune
• Experience with services hosted in Azure.
• Experience with Powershell 
• Experience with Lenovo and Dell devices.
• Knowledge of Cisco Telephony
• Experience with MFA and MDM Technologies
• Demonstrated ability to perform under pressure in a fast paced environment.
• Excellent interpersonal, oral and written skills.
• Willingness to work a flexible schedule according to business requirements.
• Ability to organize and prioritize workflow to meet established timeframes.
• Ability to work independently or within a team environment.

Qualifications: BS in Information Systems with 5 years of Experience

• Exceptional customer Service Skills
• Excellent spoken and written communication in English
• MS certifications such as MCSE, MCSA, and MCITP
• Advanced knowledge of Windows 10 operating systems
• Excellent knowledge of software and applications, including Microsoft Office, Office 365, enterprise-level Anti-Virus & Web filtering
• Experience providing technical support directly to users
• Ability to troubleshoot and solve complex hardware and software problems
• Experience working in an SLA driven environment
• Experience in technical support for end-users
• Advanced troubleshooting skills on desktop
• Experience in project and team management
• Proficient in Office 365, Windows OS and PC hardware 

Qualifications: BS in Network Engineering with 3 years of Experience

• Strong interpersonal skills and customer service orientation with excellent oral and written communication skills.
• Ability to coordinate, manage, and consult with persons from all levels to facilitate the use of computer technology in the classroom, office, computer labs, and other special purpose computing areas.
• Demonstrated technical troubleshooting skills and knowledge of computer technology.
• Ability to work both independently and collaboratively in a team environment.
• Experience with IT ticketing systems.
• Ability to work occasional evening hours and weekends as required by the College
• Experience with E-card systems.
• Experience working in higher education.
• Experience supervising a student support staff.
• Strong customer service skills, including strong emotional intelligence
• A strong desire to learn and understand existing technology and processes.
• Knowledge of Audio/Visual Technologies, Skype For Business and/or Logitech preferred, O365 in the cloud and locally installed would be great, and Security best practices and technologies.
• Experience in a customer service-related role

Qualifications: BS in Cybersecurity with 4 years of Experience

• Strong oral and written communication skills.
• Ability to switch tasks frequently.
• Knowledge of all supported Microsoft Operating Systems (Windows 7,8, 8.1 and 10, Server 2008-2016) and Office products.
• Experience with Office 365 administration
• Experience with Windows Active Directory (User and Group Creation & Administration, GPOs.)
• Functional knowledge of Microsoft Exchange on premise and cloud
• Experience troubleshooting issues related to DHCP & DNS
• Ability to troubleshoot and resolve issues related to local and network printing.
• Strong Mobile device experience in relation to setup and email configuration.
• Experience with AV and AntiMalware products including ESET, Malwarebytes, Symantec, AVG and others
• Experience with Sonicwall firewalls 
• Experience with Cisco ASA Firewalls and switches 
• Experience with Connectwise, Kaseya or Datto RMM 

Qualifications: BS in Software Engineering with 2 years of Experience

• Experience with software update deployment and maintenance in SCCM
• Familiarity with patching MAC devices
• Experience troubleshooting end-user desktop issues for various applications including Office 365
• Working knowledge of Active Directory to create user and groups
• Prominent in System Center Configuration Manager (SCCM) Administration
• Exceptional customer Service Skills
• MS certifications such as MCSE, MCSA, and MCITP
• Advanced knowledge of Windows 10 operating systems
• Advanced knowledge of Mac OS and Apple Remote Desktop
• Excellent knowledge of software and applications, including Microsoft Office, Office 365, enterprise-level Anti-Virus & Web filtering
• Experience providing technical support directly to users
• Ability to troubleshoot and solve complex hardware and software problems
• Experience working in an SLA driven environment
• Experience supporting PC’s in a Windows Active Directory environment
• Network certifications such as Network +, CCNA or similar

Qualifications: BS in Electrical Engineering with 6 years of Experience

• Experience with Office 365, including client installation\configuration, support, etc..
• Experience troubleshooting O365 configuration, connectivity, profiles, etc.
• Knowledge of enterprise-level mobile device management application
• Familiarity with Active Directory design and deployment experience in various migration scenarios of Active
• Proficient in Microsoft Office including Outlook, Word, Excel and SharePoint
• Good understanding of Networking concepts, including VIP, IP routing, DNS, etc.
• Good understanding and experience with Active Directory.
• Must be able to work well independently
• Excellent communication skills verbal and written
• Ability to work with multiple teams
• Fluent in English and strong interpersonal skills
• Strong analytical and problem-solving skills

Qualifications: BS in Computer Engineering with 3 years of Experience

• Hands on experience in desktop engineering in Windows based environments
• Working experience in various scripting and programming language and tools
• Experience in SCCM and DISM
• Experience with VMWARE, Citrix, and mobile/remote desktop environments
• Working knowledge of Microsoft Active Directory
• Detail-oriented and able to collaborate effectively with various teams
• Perform special projects and initiatives 
• Excellent written and verbal communication skills
• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as copy machine and computer printer
• Often positions self to maintain computers in the lab, including under the desks and in the server closet
• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations or technical documentation. 
• Must be able to exchange accurate information in these situations.

Qualifications: BS in Systems Administration with 3 years of Experience

• Experience supporting IT services, including configuration, patching, and diagnosis of macOS, iOS, and Android
• Experience supporting users in a high-velocity, agile environment
• Ability to work with and tailor support for all members of the organization (junior to executive, technical and non-technical, local and remote)
• Administrative experience in a heavy SaaS environment - G Suite, AWS, Salesforce, Atlassian, Hubspot, Okta, BambooHR
• Experience managing employee lifecycle using automation tools
• Ability and strong desire to work with minimal supervision in an environment with changing priorities and multiple projects
• Precision and strong attention to detail are critical
• Analytical, organizational, communication and problem solving skills
• Focused on solutions, good at overcoming problems
• Possess, or have the ability to obtain, Casper Certified Technician and/or JAMF Certified Technician certification within three months of starting the role

Qualifications: BA in Information Systems with 5 years of Experience