Job Opportunities in United States

TECHNICIAN
ENTERPRISE SYSTEMS SUPPORT
JOB DESCRIPTION

JOB TITLE: Technician - Enterprise System Support FLSA STATUS: Non Exempt
REPORTS TO: Director of Technology PAY GRADE: SAT-08
LOCATION: Education Support Services DAYS: 228
JOB ID & DATE: SAT-53 | September 2024

JOB PURPOSE SUMMARY
Responsible for planning, design, deployment, and administration of the end-user device environment, including but not limited to maintaining device images, updates, application deployment, and process improvement in a multi-OS environment. Will play a substantial support role involving various technologies and projects, handling trouble tickets on a priority basis, and participating in tasks related to Service Desk and Desktop support services required to meet District needs..

REQUIREMENTS
Education Level Details
Associates in a Computer Science related field, equivalent industry experience or industry standard certifications.
Bachelor's degree in Computer Science, Information Security, or a related field (preferred).

License / Certification / Language Prefered
Microsoft Certified: Windows Server (Administrator or Hybrid Administrator Associate)
Comp TIA A+ or Comp TIA Network+
Certified Scrum Master (CSM)

Work Experience Required
This position requires a minimum of 5 years of experience supporting computers. College or Technical Degree may be substituted for partial years of experience.

Other Skills and Abilities Required
Operation of local area networks
Computer operating systems and standard application programs on various computers
Computer and peripheral equipment operational characteristics
Basic troubleshooting procedures.
SCCM/SCEM/Intune, WSUS, Microsoft Desktop and Server Operating Systems, mac OS/i OS, Google Chrome OS, Google Workspace, OSD.
Strong knowledge of scripting languages (e.g. Python, Powershell).
Excellent problem-solving and communication skills.
Ability to work independently and collaboratively with cross-functional teams.

KEY FUNCTIONS, ESSENTIAL DUTIES AND RESPONSIBILITIES
Desktop Support

• Maintain inventory of computer equipment using established departmental standards. This includes unboxing, imaging, setting up, and asset tagging new equipment in preparation for deployment as well as supporting equipment throughout the device lifecycle
• Configure and deploy new computer hardware, recommend and implement upgrades, as well as support other classroom technology such as printers, audio systems, and Interactive Display.
• Troubleshoot and resolve hardware issues as well as network connectivity
• Repair and/or replace computer and server hardware components, printers, scanners, FAX, and other technology
• Collaborate with vendor(s), Lead Tech, and other Computer Technicians for repair processing.
• Troubleshoot and assist end-users with various software including but not limited to Microsoft Office, Google Workspace, and other District programs.
• Answer and respond to Help Desk calls and assigned support tickets.
• Document new processes and procedures to share with other team members.
• Participate in the research and testing of proposed new technologies for district implementation.
• Perform other duties as assigned.

Enterprise Management

• Lifecycle management of Microsoft Windows endpoints using SCCM/MCEM/Intune/Auto Pilot to build and maintain images, patching/firmware, and application deployments.
• Management of Apple endpoints using ASM/Jamf to deploy, patch, and maintain the Apple fleet throughout the hardware lifecycle.
• Management of Google Chrome OS using Google Work Space to deploy end-user and device configuration throughout the hardware lifecycle.
• Test, validate, and deploy updates across all platforms on an as-needed or scheduled basis.
• Responsible for building Windows master images, patch/update testing (OEM and 3rd Party), and ongoing performance testing/optimization. Build, test, and validate Apple mac OS/i OS master deployments, patches (OEM and 3rd party), application updates, and ongoing performance testing/optimization of Apple mac OS/i OS endpoint systems.
• Test and Validate Google Chrome OS updates, and maintain configuration and policy.
• Author internal documentation, such as Knowledge Base articles, environment diagrams, installation/configuration documents, and procedures.
• Coordinate large-scale purchasing, configuration, installation, and removal of endpoints, printers, copiers, and related peripheral equipment based upon District needs.
• Act as an escalation point for complex deskside and support issues.
• Ensure users have secure, reliable desktop and mobile computing services by supporting client firewall and antivirus, email and web-filtering, and student safety monitoring tools (Go Guardian / Gaggle).
• Participate in endpoint planning, design, and implementation.
• Research, test, support new technologies and plan/implement technology refreshes.
• Participate in large-scale projects as the owner of endpoint configurations and provide technical assistance/guidance to District teams where necessary.

Additional Support

• Backup / Support Database Administrator with application integration.
• Backup / Support Systems Administrator

SUPERVISORY RESPONSIBILITIES
None

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

The physical demands, work environment factors and mental functions described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Physical Demands: While performing the duties of this job, the employee is occasionally required to stand, climb or balance, stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 40 pounds.

Work Environment: While performing the duties of this job, the employee will work primarily in a usual office or school environment. The position may require the employee to work some evenings and weekends. May occasionally be required to work irregular hours, especially during security incidents or system upgrades. The individual must be able to work remotely in the event of a district shut-down or other situation.

Mental Functions: May work prolonged or irregular hours and must be able to maintain control under stress While performing the duties of this job, the employee is regularly required to communicate, compare, analyze, coordinate, instruct, evaluate, and use interpersonal skills. Occasionally required to compile, copy, compute and negotiate.