Position Summary

The Desktop Support team is a group of an individuals who are excited about technology and people. They challenge themselves to stay current on technology trends and are enthusiastic about advocating for changes that benefit the organization and the user community.

They are responsible for supporting a diverse desktop and audio visual environment by configuring, deploying, maintaining, troubleshooting and supporting all desktop, mobile and audio visual hardware and software to ensure optimal security, availability and performance. They are required to troubleshoot problem areas in person, by telephone, or using remote tools in a timely and accurate fashion, and provide end-user assistance to all levels of the organization.

The project lead is using their in-depth knowledge of desktop, mobile and security trends to drive the creation of a 3-year desktop roadmap and tactical execution plans. They will work collaboratively with the desktop and security teams to ensure standards are being met and deadlines satisfy all corporate obligations.

·         Develop, maintain and communicate a desktop roadmap and supporting tactical execution plans

·         Actively manage desktop and audio visual related projects while contributing to the execution of tasks

·         Perform gap analysis for desktop toolsets and make recommendations for upgrade or replacement

·         Provide desktop, mobile and audio visual hardware support within predetermined service levels

·         Interface with internal IT teams to manage the testing and deployment of new applications or software upgrades the affect the desktop/mobile environment

·         Perform application packaging for deployment to the end user community

·         Maintain inventory of installed software, manage software licensing and create policies and procedures for upgrades

·         Work with hardware and software vendors to verify timely product delivery and ensure that new equipment is catalogued in asset management, installed and ready to operate on schedule

·         Analyze and make recommendations for hardware and software standardization

·         Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs

·         Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations

·         Document procedures, standards, configurations, settings, installation sequences and back-out instructions within the corporate knowledge base

Profile

·         Willing to take a customer-focused approach to delivering projects

·         Ability to create enthusiasm within a team to meet deliverables

·         A self-starter with the creativity to solve problems both independently and collaboratively

·         Ability to provide technical explanations in a customer friendly manner

·         Ability to work with customers to provide exceptional service while following IT processes 

·         Strong ability to communicate and document clearly and effectively

·         Ability to work with all levels of staff

·         Ability to take personal initiative and observe confidentiality

·         Ability to work with internal and external vendors in a professional manner

·         Ability to multi task in a fast-paced environment

Professional Experience and Education

•                     Project management experience

•                     Experience with ITIL process framework or other closely related IT Service Management framework

•                     Strong knowledge of ITSM tools

•                     Knowledge of KCS (Knowledge Centered Support)

•                     Bachelor’s Degree in Computer Science, Information Systems, or equivalent training and experience

•                     Experience working with Agile Project Teams

Technical Skills and Experience

• Experience creating desktop roadmaps and project plans
• Experience evaluating software and hardware with scorecard creation to display criteria and results
• Minimum of 5 years’ working experience with Microsoft and Apple desktop operating systems (Windows 10, Mac OS X High Sierra)
• Minimum of 5 years’ working experience with desktop hardware technologies (Apple, Windows, Android)
• Minimum of 5 years’ working experience with mobile devices (iOS, Android)
• Strong knowledge of mobile device management tools (Airwatch, Mobileiron)
• Experience working with and supporting virtual machines and virtual apps
• Experience working with and supporting Single Sign On (SSO)
• Knowledge of desktop hardening practices
• Experience with desktop encryption protocols and key management (Bitlocker, File Vault)
• Experience with supporting audio visual equipment
• Experience with remote support tools
• Familiarity with endpoint management software (Desktop Central, SCCM)
• Exposure to Centrify or similar access management products