Job Summary:

• Maintain and upgrade computers in supported campus computer labs.
• Hire, train, and supervise desktop support personnel. 
• Oversee the hiring, training, and supervision of work study personnel.
• Ensure that the team performs problem determination/resolution and root cause analysis in accordance with Service Level Agreements.
• Participates in change management as appropriate and continual service improvement.
• Reinforce staff growth through proper training, mentoring, and coaching opportunities.
• Assist in lifecycle management of WPI owned desktops, identifying replacement candidates and facilitating the replacement process.
• Responsible for defining, tracking, and maintaining data resources in the IT Asset management system/CMDB.
• Maintain purchasing authority and associated responsibilities for IT equipment, authorize and document purchases as required by defined WPI policies and procedures.
• Verify all policies and procedures are being properly followed.
• Make recommendations related to strategy and new ideas and guide staff to the same.

Skills on Resume:

• Computer Maintenance (Hard Skills)
• Staff Management (Soft Skills)
• Problem Resolution (Hard Skills)
• Change Management (Hard Skills)
• Mentoring and Coaching (Soft Skills)
• Lifecycle Management (Hard Skills)
• Data Management (Hard Skills)
• Purchasing Authority (Hard Skills)

Job Summary:

• Prepare specifications and plans for implementation of new or enhanced networks end-user devices 
• Provide technical guidance and consultation in the design, installation, configuration
• Monitoring of end-user hardware, operating systems, software, ancillary services, and network communications/gateways to other computing environments 
• Resolve user and system problems 
• Oversee modifications to enhance end-user operating efficiency and ensure operating problems are resolved 
• Provide hands-on assistance to the Desktop Team in the creation, testing, deployment and support of computers, printers, servers, etc. 
• Trouble tickets are handled in a timely manner 
• Request for additional desktop services are handled in a timely manner and by the project due to date 
• Meet with users on a regular basis to document needs and provide follow-up on user/desktop software issues/concerns/request 
• Upgrade/enhancement are fully tested and applied on a scheduled basis 
• Maintain a working knowledge of the current "state-of-the-art" computer and networking technology 
• Lead in the development of policies and standards for the connectivity, accessibility, and security of computer-based systems 
• Advise and recommend budget items for system hardware and software 
• Create and maintain on a regular basis 
• Notify in a timely manner of network/software related issues 

Skills on Resume:

• Network Management (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• User Support (Soft Skills)
• System Monitoring (Hard Skills)
• Project Management (Hard Skills)
• Policy Development (Hard Skills)
• Technical Documentation (Hard Skills)
• Budgeting Advice (Hard Skills)

Job Summary:

• Accountable for the day-to-day operations, support, and management of the Desktop Support Team.
• Responsible for the strategic planning of endpoint procurement, image building, and improving the security posture, provisioning and de-provisioning of desktop computers
• Organize and leverage tools such as SCCM, Intune, and JAMF necessary for automation of patch management and the delivery of desktop support services.
• Design and maintain an annual refresh process for all endpoint systems
• Works as the liaison with staff in academic departments who support desktop functions for Math, Computer Science and Mechanical Engineering
• Directs the efforts of others in the achievement of the strategic and operational objectives of the team.
• Oversees the hiring, staffing, and maintaining of a diverse, inclusive, and effective workforce.
• Supporting desktop computing including Mac, Windows, Linux, Android and iOS operating systems and common applications. 
• Configure PCs and Macs to work in a networked environment, including testing, installation, and configuration of supported software.
• Ensure the availability, reliability, scalability, and manageability of the PC/MAC endpoints, including hardening of the operating systems.
• Manage the delivery of hardware/software deployment, lifecycle, and repair services for WPI owned computers and printers. 
• Provide on-site technical support 

Skills on Resume:

• Operations Management (Hard Skills)
• Strategic Planning (Hard Skills)
• Tool Proficiency (Hard Skills)
• Endpoint Design (Hard Skills)
• Team Leadership (Soft Skills)
• Diversity Management (Soft Skills)
• System Configuration (Hard Skills)
• Technical Support (Hard Skills)