Desktop Technician II

PRIMARY OBJECTIVE OF POSITION

Responsible for enterprise endpoint management services covering deployment and configuration management of Windows desktop OS, applications, and peripherals. Ensure compliance with security and hardening standards, while safeguarding end-user productivity. Utilize automated provisioning of new devices, seamless installation of software and security updates, design, and implementation of policies to ensure secure and efficient usage of the endpoints. Create and test the required processes and procedures to allow an efficient and consistent hardware and software deployment, including endpoints vulnerability remediation both at the OS and application level. Recommend, promote, and leverage IT standards to minimize complexity, adhere with compliance and maximize security.

Essential Job Functions

• Act as a mentor to Endpoint Management and End User Support Team members to ensure they have the support, skills, and knowledge needed to be successful in their roles.
• Be the subject matter expert on device management tools such as Intune and SCCM.
• Assist with design and implement overall Endpoint Management strategy (Hardware, software, licensing) including all operational reporting and lifecycle management practices following inventory management and compliance best practices.
• Manage endpoint security following industry best practices and the recommendations of the Information Security Team.
• Configure, manage, troubleshoot, and optimize device management driving the continuous improvement of endpoint systems following a fast-paced and efficient delivery of new functionality and features.
• Establish, and routinely update, policies, and procedures for device management, including provisioning, de-provisioning, remote support, diagnosis, and troubleshooting.
• Optimize Endpoint Management processes, such as provisioning of new endpoints (e.g., Autopilot or similar), OS updates, deployment of security patches, packaging, and delivery of third-party software, etc.
• Act as support escalation and lead endpoint administrator for new projects and implementations.
• Manage relations with key internal and external stakeholders and communicate changes across the organization.
• Use available tools, scripting language, and technology to automate operational activities, tasks, system builds and changes in the environment.
• Implement continuous improvements of endpoint operations using monitoring, system performance metrics, and proactive actions.
• Maintain business continuity by ensuring deployment packages and systems configurations backups are completing successfully.
• Work with 3 rd party support providers to address any issues or questions that may arise.
• Maintain knowledge of managed systems and environment thru self-study and other approved training opportunities.
• Participate in on-call scheduling, as well as weekly maintenance window schedules.
• All other duties as assigned.

RELATIONSHIPS AND CONTACTS

Supervise Approximately: None

Reports to: IT Operations Assistant Manager

Contacts: Frequent contact with other employees, departments, and outside vendors. Some contact with members.

Qualifications

EDUCATION

Associate degree from an accredited college or university in the information systems field. Equivalent IT experience, in lieu of degree will be accepted. CompTIA Security+ certification required or able to obtain within 180 days.

Experience

• Four (4) years of progressive experience in related information technology field.
• Must include (2) years administering Microsoft (SCCM), Intune, or comparable platforms.
• Working experience with Microsoft Autopilot desired.

PHYSICAL

Position involves wrist/hand manipulation; good visual acuity for detail work; ability to bend stoop on a regular basis; reach overhead and lift up to 50 pounds. Vision abilities required by this job includes close vision for frequent viewing of computer monitor and review of documents. Must possess a valid Texas driver’s license, means of transportation, and be able to travel independently.

MENTAL

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must have a strong ability to read and carry out various written instructions and follow oral instructions. Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization. Demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. Periodic after-hours work required.

EQUIPMENT

Knowledge of current Windows OS client environments, including both hardware and software, at an advanced or expert level. Advanced knowledge of Microsoft Office applications. Advanced knowledge of Microsoft systems networking.

The above statements reflect the general details considered necessary to decide the principle functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job.