Senior Desktop Support Engineer
Senior Desktop Support Engineer
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$ 85400 - 104400
1 Vacancy
Job Description
Summary:
The Desktop Support Engineers role is architecting designing and implementing solutions for desktop technologies (including but not limited to PC terminals printers and scanners). Manages deployment of approved desktop builds and pushes new software packages and upgrades. Responsible for the day-to-day packaging and distribution of software fixes and patches. Involved in selection acquisition installation configuration and support of new desktop hardware software and associated peripherals. Provides advanced technical support (in person by telephone or via remote access) for escalated issues and works with vendors to resolve more complex issues. Works with high degree of latitude.
Duties and Responsibilities:
Address internal and external customer requests by providing technical support and training to end users utilizing Co-Pilot for proactive troubleshooting and knowledge sharing.
Identify research and resolve technical issues escalating complex inquiries while leveraging AI for predictive issue resolution.
Install and configure peripheral equipment such as monitors keyboards printers and disk drives.
Install and configure operating systems and applications including word processing database and spreadsheet programs.
Provide end-user troubleshooting and support for desktops laptops applications and operational needs.
Configure support and troubleshoot Apple macOS Apple iOS and Microsoft Windows operating systems addressing related how-to questions.
Configure support and troubleshoot Apple iOS mobile devices addressing related how-to questions.
Support Microsoft Office 365 including Outlook Word Excel PowerPoint OneNote Skype OneDrive Teams Zoom and Co-Pilot.
Use ServiceNow for incident logging and ticket tracking integrating AI-based automation to enhance ticket handling and response times.
Design analyze and maintain Federally mandated security and configuration settings for Windows Desktop Windows Server and macOS.
Provide end-user troubleshooting and support for network and desktop printers.
Configure workstations and laptops with a standard desktop image install applications and optimize for performance.
Support desktop management software deployment systems administration data integrity and recovery.
Use Co-Pilot to automate routine tasks such as software patching configuration management and system optimization increasing efficiency and reducing manual intervention.
Perform one-on-one desk-side assistance to end users on core applications using Co-Pilots built-in training modules to enhance user adoption.
Provide status updates to customers when there are changes to the projected problem resolution time.
Participate in projects to evaluate test and introduce new technologies leveraging AI insights for predictive project outcomes.
Maintain and enforce approved procedures and quality standards.
Skills:
Ability to conduct research into computer issues and products as required.
Effective interpersonal skills and relationship-building skills.
Strong written and oral communication skills.
Ability to present ideas in user-friendly language.
Understanding of the organizations goals and objectives.
Analytical and problem-solving abilities with keen attention to detail.
Self-motivated and directed with the ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented collaborative environment.
Strong customer-service orientation.
Education & Experience Requirements:
Experience:
3 years in an Engineering role
5 years of experience in a senior Desktop Support role
3 years of hands-on experience with Jamf pro administration
Strong knowledge of Mac OS lifecycle management and Apple Business Manager (ABM/ASM)
Proficiency in scription (Bash Python or AppleScript)
Familiarity with Security Framework and device compliance (CIS benchmark NIST)
Exposure/ experience with IAM tools (OKTA Azure AD etc)
1 Powershell bash and desktop support
Extensive equipment support experience with PC and Mac laptops printers peripheral devices
Experience with Windows OS MAC OS
Familiar basic networking (WINS/DNS/DHCP) preferred
Familiar with security system management and deployment technologies such as AD/GPO Encryption systems Orchestrator Intune JAMF Software Server (JSS) and JAMF Distribution Server (JDS).
Experience with configuring and managing MDM solutions.
Experience with drive encryption software on MacOS and Windows.
Experience with scripting to automate actions on MacOS.
Preferred Experience Requirements:
Education:
Bachelors Degree
Certifications:
HDI Desktop Support Tech Certification ITIL Foundation Apple ACSP strongly preferred
Intune JAMF Certification preferred
All submissions should include a cover letter and resume.
The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race color national origin age marital status sex sexual orientation gender identity gender expression disability religion ancestry political affiliation or veteran status in employment educational programs and activities and admissions.
Workplace Accommodations:
The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall based on disability be excluded from participation in or be denied the benefits of the services programs or activities of the University or be subjected to discrimination. For information about UMGCs Reasonable Workplace Accommodation Policy or to request an accommodation applicants/candidates can contact Employee Accommodations via email at.
Benefits Package Highlights:
- Generous Time Off:Enjoy 22 days of paid vacation 15 days of sick leave 3 personal days and 15 paid holidays (16 during general election years). For part-time employees time off rates will be prorated based on the number of hours worked.
- Comprehensive Health Coverage:Access to health care medical with vision dental and prescription plans for both individuals and families effective from the 1st of the month following your hire date.
- Insurance Options:Term Life Insurance Accidental Death and Dismemberment Insurance and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
- Flexible Spending Accounts:Available for medical and dependent care expenses.
- Retirement Plans:Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
- Supplemental Retirement Plans: include 401(k) 403(b) 457(b) and various Roth options. The university does not provide matching funds.
- Tuition Remission:Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time) tuition remission benefits are prorated.
Hiring Range:
$85400.00 - $104400.00Required Experience:
Senior IC
Employment Type
Full-Time
