Senior Desktop Engineer
Chicago, IL

Job Description

Department44456 IT Services Dsktop & Pers Cmtg

About the UnitIT Services is an integral part of the University of Chicago, committed to service delivery and support of the university mission through innovative uses of technology.

Job Information

Job Summary:

Under the general direction, this position serves as part of a team of IT Support professionals that provide technical support of end user hardware and software for staff within departments and other areas of the University.

Responsibilities:

40%

* Responsible for creation of standard desktop and laptop (both Windows & Mac) configurations and the build \ imaging process that is utilized by the ITS technical support teams, as well as, the University Leasing department.
* Continuously reviews the build \ imaging process making process improvement recommendations.
* Serves as the owner of all computer deployment and decommissioning procedures.
* Serves as the owner of end user computer compliance by ensuring all software agents \ clients, standard software packages and security updates are actively monitored and current.
* Will manage Microsoft Group Policy and some aspects of Active Directory.
* Builds and manages workstation management tools.
* Package, test, and the deployment of third party software (e.g. Firefox, Chrome, Microsoft Office, instant messengers, Java, Adobe products, Cisco telecommunications software, and other internal business applications).
* Develops scripts to automate processes, troubleshooting issues, and software installation and removal procedures.



20%

* Researches and analyzes end user products and systems available in the marketplace and makes recommendations to management.
* Tests and debugs applications before releasing them to end-users.
* Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems when needed.
* Performs analyses and assists in a variety of IT support activities including, but not limited to, providing support to end users in problem resolution; guiding end users and technicians through troubleshooting procedures; and providing technical assistance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.



20%

* Serves as a mentor to junior staff and leads the resolution of complex issues. Simulates or recreates a range of complex user problems to resolve operating difficulties.

10%

* Performs upgrades to hardware and software.
* Recommends system modifications to reduce user problems.
* Maintains currency and high level of technical skill in the IT support field.
* Primary for the creation, maintenance, and updating of VDI templates/images (e.g. troubleshooting profile issues, connectivity, permissions management, patch strategies, and pool deployment).



10%

* Responsible for producing clear material for the communications team to create communications to the end user community regarding software upgrades, security patch management, and upcoming changes.

Competencies:

* Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment required.
* Understanding of Microsoft Office Suite, email clients, and Internet browsers required.
* Excellent decision-making and problem-solving skills required.
* Effective time management skills required.
* Excellent organizational skills with emphasis on detail and follow-through required.
* Excellent listening skills with the ability to empathize and focus on client services required.
* Familiarity with network connectivity and ability to troubleshoot connectivity problems required.
* Ability to troubleshoot complex issues in a methodical manner required.
* Ability to maintain strictest confidentiality when working with sensitive information required.
* Ability to work independently, with minimal supervision, including nights and or weekends as required by project deadlines or other work that is essential to the job required.
* Ability to assess the IT needs on a proactive (vs. reactive) basis and provide recommendations for future technology for the University preferred.
* Ability to communicate technical information to a non-technical audience in a clear and coherent manner preferred.
* Ability to demonstrate initiative in the resolution of problems preferred.
* Familiarity with Linux-based server systems preferred.

Additional Requirements

Education, Experience or Certification:

Education:

* Bachelor's degree required.

Experience:

* Minimum seven years of computer user support experience in resolving issues and providing high level of service required.
* Minimum of four years of experience managing Microsoft Configuration Manager (SCCM) required. This experience should include, but not limited to:
* Creating static collections, creating dynamic collections, composing queries, creating applications, creating application packages, creating diver packages, maintaining and updating Task Sequences, adding new models to a Task Sequence for bare metal OS and applications deployment, Creating and configuring configuration Items, creating and configuring Client Settings and creating and updating boot images. Required.


* Minimum four years of experience participating in an IT team greater than 10 members and involved with groups who experience transformational changes required.
* Minimum two years of experience using Group Policy to create new policies and maintain existing ones, required.
* Minimum two years of experience creating and managing the following objects in Active Directory: Computer, User, Group, and Organizational Unit, required.
* Minimum one year of experience creating scripts with PowerShell required.
* Experience creating batch files required.
* Experience deploying and administering operating systems images required.
* Experience with Microsoft Office 365 deployment required.
* Experience with network printing environments required.
* Minimum of two years of experience administering JAMF Casper Suite required. This experience should include, but not limited to:
* Creating application packages and creating policies, creating Smart Computer Groups, creating Static Computer Groups, creating Configuration Profiles, configuring and deploying Mobile Device Apps, and configuring Pre-Stage Enrollments. Configuring policy trigger mechanisms. Preferred.


* Minimum of one year experience managing network file space preferred.
* Minimum one year of experience administering virtual desktops using VMware Horizon preferred.
* Minimum one year of experience maintaining, creating, and configuring virtual desktop pools in VMware Horizon preferred.
* Minimum one year of experience with Microsoft BitLocker Administration and Monitoring (MBAM), preferred.
* Experience with Windows Server 2012 or newer preferred.
* Experience with Microsoft Exchange (client\server experience) with Outlook O365 experience preferred.
* Experience with Mobile device management experience preferred.
* Experience with Microsoft Azure preferred.
* Experience with Microsoft Intune preferred.
* Experience with Microsoft licensing and Key Management Server (KMS) preferred.
* Experience with desktop local data backup solutions (e.g. MozyPro and CrashPlan) preferred.
* Cloud Storage experience (e.g. MozyPro, OneDrive, Box) preferred.
* Experience with Desk Side support within an academic environment preferred.
* Experience using incident tracking software and use of ITIL incident management practices preferred.

Licenses and Certifications:

* Microsoft SCCM certification preferred.
* JAMF certification preferred.
* Microsoft certifications in general preferred.
* Apple certifications preferred.

Working Conditions and Physical Requirements:

* Ability to extensively use computer


* Ability to make repetitive wrist, hand, or finger movements
* Ability to carry/lifts loads of up to 25 lbs.

Required Documents:

* Resume
* Cover Letter

NOTE: When applying all required documents MUST be uploaded under the Resume/CV section of the application.

Benefit EligibilityYes

Pay FrequencyMonthly

Pay RangeDepends on Qualifications

Scheduled Weekly Hours37.5

UnionNon-Union

Job is Exempt?Yes

Drug Test Required?No

Does this position require incumbent to operate a vehicle on the job?No

Health Screen Required?No

Posting Date2019-03-04-08:00

Remove from Posting On or Before2019-09-04-07:00

Posting Statement:

The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.

Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form.

The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.