SALARY: $75k - $115k
Under general direction, performs a variety of senior level advanced information technology client systems engineering and design functions; serves as technical lead for Service Desk Tier I & Tier II; develop and implement automated imaging, software deployment, and security patching processes for all Agency's Windows and Apple client systems. The IT Client Systems Engineer is responsible for ensuring all Apple and Windows operating systems are maintained and patched to address security vulnerabilities. Works closely with less experienced IT support specialist and operations staff. Provide on-site and phone consulting, coordination, and troubleshooting for end-users; coordinates assigned activities with appropriate department, division, and outside agencies. Oversees client systems and develops and maintains client hardware and software standards; and provides additional support to department/division as directed. This position requires expertise managing O365 Administration, System Center Configuration Manger (SCCM), in IT client and server management including Windows Server 2003/2008, Active Directory, and Group Policies.
The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.
Develop and maintain client standards; develop and promote standard operations documentation including procedures, checklists, and instructions.
Provide advanced expertise in Windows OS, Group Policy, Active Directory.
Develop and implement operating system enhancements to improve server reliability and performance.
Research, design, develop, and implement solutions for performance enhancements, capacity optimization, desktop virtualization, and configuration management for applications.
Ensure hardware and application security and controls meet or exceed guidelines.
Ensures consistent, timely, and effective response for technical incidents escalated to server team.
Manages, maintains, and troubleshoots systems, services, and associated hardware and operating systems, network devices CIFS shares, and Active Directory user accounts and group permissions.
Proactively reviews system logs identifying potential hardware/software issues and/or security violations.
Takes a proactive approach to problem resolution, identifies potential problems before they occur, provides recommendation for resolution, and drives implementation using IT change management procedures.
Interacts with users and evaluates vendor products.
Develop and maintain client security in accordance with agency policies, industry standards, etc.
Plan, download, and perform OS, firmware of all client systems.
Maintain full visibility into Mac deployment, including AppleCare integration to track warranty information.
Update documentation and procedures as needed for mobile device deployment and support.
Applying patches and upgrades to AirWatch, Macs, and iPads.
Office365 Administration; provision email accounts; room resources.
Performs software and hardware upgrades on Apple products; MacBooks, iMacs, iPads.
Administration of mobile device management platform (AirWatch & InTune, etc).
Administration of endpoint management platform (SCCM); imaging, software deployment, security patching, etc.
Responsible for creating, testing, and maintaining software packages for our enterprise environment.
Evaluates technology requests for assistance by studying specifications against current systems configurations and recommends purchase and/or installation of equipment and/or software.
Provides technical assistance throughout application/hardware implementation to ensure smooth transition and sustainability for the organization.
Create and maintain appropriate documentation including knowledge articles, system documentation, and process workflows.
Leads small to medium-sized projects; developing timeline, roles/responsibilities, task list, and managing project-related change requests.
Mentors and trains other Systems Administration staff members.
Learn new mobile technology solutions and perform Proof of Concept (POC) testing.
Thorough understanding of system performance and security tuning.
Document and share work with team ranging from tier one-help desk personnel to other senior IT support professionals.
Perform on-call duties as needed.
Participates in monthly and/or quarterly meetings with vendors on their product road maps in the development of hardware and software standards.
Provides support to the department on matters as directed; serves as staff on a variety of committees; prepares and presents staff reports and other necessary correspondence; attends and participates in professional group meetings; maintains awareness of new trends and developments in the fields related to area of assignment; incorporates new developments as appropriate; ensures processes, policies, and practices are interpreted and applied consistently and effectively; ensures accountability and compliance with all current and applicable state and federal laws, Agency policies and procedures, rules and regulations.
It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
It is the responsibility of all employees to integrate sustainability into everyday business practices.
Other duties as assigned.
Education and Experience:
Bachelors Degree in information technology, computer science, business management information systems, or closely related field and five years of information technology client systems engineer experience in a distributed enterprise production environment that includes experience implementing, configuring, and maintaining advanced/complex client technology including MS operating systems, anti-virus solutions, and desktop management tools; OR an equivalent combination of education and experience.
Required Licenses or Certifications:
Some positions may require specific IT related certifications based on assigned area of responsibility.
Required Knowledge of:
Active Directory, group policy, LDAP, WINS, DNS, DHCP, and Windows Server.
MS operating systems, management of PC technologies, client security, imaging, and application packaging.
Major hardware components, including memory configuration, RAID configuration, Vpro Chip technologies, backup systems, data encryption, and firewalls.
Methods and techniques of performing advanced troubleshooting activities on computer hardware, software, printers, networked and peripheral equipment, and network operating systems and problems.
Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases. Principles and practices of customer service.
Proficient in troubleshooting Windows and iOS operating systems.
Active Directory administration; Office365, Powershell.
SCCM Administration; managing and deploying software and security updates to windows and iOS devices; imaging creation and deployment.
Knowledge of network protocols, technologies, and VPN configurations associated with LAN/WAN networks; local and wide area networking theory and technologies.
Advanced operations, services, and activities of a computer help desk operation.
Methods and techniques of performing advanced troubleshooting activities on computer hardware, software, printers, networked and peripheral equipment, and configurations of Windows and iOS systems.
Workstation hardware, networking, and software components, and printer, and desktop peripheral operating systems.
Service Desk tracking systems, e.g. MS Service Center, Remedy, ServiceNow.
Project and operational management of an end-user support/help desk environment.
Principles of business letter writing and basic report preparation.
English usage, spelling, grammar, and punctuation.
Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases.
Required Skill in:
Implementing, configuring, and administering MS SCCM in a production environment to include OS deployments, security patching, asset intelligence, application packaging, security rights, and NAP.
Administering client hardware components, including memory configuration, processors, RAID, video, VPro chip technologies, virtual desktop applications, and printer server build and administration.
Leading process improvement efforts, implementing process changes, and improving productivity through process improvement.
Establishing and maintaining effective working relationships with other department staff, management, vendors, outside agencies, community groups, and the general public.
Interpreting and administering policies and procedures sufficient to administer, discuss, resolve, and explain them to staff and other constituencies.
Development and use of scripting languages include VB and Power Shell.
Use of process improvement frameworks, e.g. ITIL, COBIT, MOF.
Identifying, troubleshooting, and resolving the most difficult computer hardware, software, network, and peripheral problems; coordinating solutions with outside vendors, users, and information technology staff.
Providing support in developing, integrating, testing, and evaluating local and wide area networks and integrating new technologies with existing technologies.
Installing, configuring, upgrading, and maintaining desktop computer hardware, software, and peripherals.
Demonstrating use and operation of desktop and network systems for Agency computer users.
Responding to user requests and providing effective customer service using clear communication skills.
Managing projects and making decisions in fast-paced, difficult environments.
Responding to inquiries and in effective oral and written communication.
Researching, analyzing, and evaluating new service delivery methods and techniques.
Working cooperatively with other departments, Agency officials, and outside agencies.