Service Desk & Systems Engineer Department of Technology

• Provides technical response and reassignment / resolution to inquiries received by the Service Desk through ticketing system email and telephone in a timely and effective manner;
• Offers Tier 1 2 and 3 support to division staff and technical teams while providing exceptional customer service;
• Identifies potential problems and coordinates troubleshooting activities with appropriate internal organizations to ensure effective product support and customer satisfaction;
• Configures and maintains systems management and deployment appliances;
• Analyzes the health of division wide management systems and collaborates with field staff to optimize and maintain the general computing environment;
• Develops software automation and installations for division wide computer systems to optimize user experience and efficiency;
• Proactively automates resolutions before events occur to the detriment of the division;
• Develops configures and performs quality control checks on school wide operating systems and software distribution packages via synergistic methodology through a collaborative lens;
• Researches and coordinates application deployment while maintaining software license databases and ensuring compliance;
• Evaluate system requirements of hardware and software technologies to ensure compatibility with existing and planned infrastructure;
• Monitors updates security alerts and industry trends for evaluation and distribution to currently supported systems;
• Communicates complex technical information in a manner that is appropriate for the target audience and distributes information in a standardized way to technical staff;
• Configures and maintains school division user self-help portal and app stores;
• Creates and publishes knowledge base articles and self-help video tutorials;
• Acts as technology project resource and assists with multiple technology projects;
• Provides feedback to Senior IT Staff regarding potential staff desktop training requirements;
• All members of the Service Desk team share a common understanding of objectives goals and metrics;
• Requires a high level of understanding in the way applications are developed and function;
• Must be able to understand complex code to ensure successful operation;
• This position requires extensive hardware software and networking knowledge on Microsoft Apple mobile devices and peripherals;
• Participates in departments collaborative teamwork concept;
• Meets departmental and organizational deadlines;
• Performs various other activities as required.

Knowledge Skills and Abilities:

Strong oral and written communication skills with the ability to disseminate and communicate highly technical information to a non-technical audience; technical expertise with computers software management systems and complex networking equipment and protocols including but not limited to: Operating systems; workstation OS server OS mobile OS Hyper-V Management systems; KACE (SDA and SMA) Microsoft SCCM JAMF Active Directory and Group Policy Google G Suite Azure Absolute Adobe Creative Cloud Microsoft Office 365 Microsoft Store for Education eWalk eMediaVA Windows Defender Security Center Apple School Manager Remote support tools; KACE SCCM Console VNC ARD RDP Configuration tools; Apple Configurator Microsoft Office Configuration Tool Programming and query languages; SQL WQL Powershell Windows Shell Scripting Networking technologies; TCP/IP DNS DHCP SAMBA Wireless VLAN Should possess exceptional ability to work and perform under pressure and respond to immediate changes in work priorities; ability to work independently and self-motivated. Exhibit strong leadership attitude in support of projects Department and School Division goals and leading others in a team environment. Frequent need to explain educational and business functions to vendors/contractors and technology restraints to department managers. Requires excellent interpersonal and diagnostic skills.

Education and Experience:

Requires graduation from an accredited college or university with a bachelors degree in Computer Science or related field with three years of related work experience; additional experience may be substituted for education. Industry certifications are highly desirable examples include: A Network MCP HDI Apple Technical Support Certification. Valid VA Drivers License.

Physical Conditions and Nature of Work Contacts:

Work is typically performed in an office server room classroom or computer lab. Continuous ability to communicate by telephone is necessary. Regular use of computers printers and other peripherals is necessary. Work includes regular handling of small fragile computer components and large components weighing up to 50 pounds. Frequent operation of vehicles for traveling to locations throughout the School Division is required. Regular contact is made with internal departments and senior persons at all levels of the School Division. Contacts are usually cooperative however require tact and diplomacy. Necessary for external contacts with vendor companies and other IT agencies. Occasional need to perform urgent tasks to meet organizational deadlines. Frequent work activity after normal duty hours and occasional weekend duties are necessary. Must be able to work in small closed areas without heat or air conditioning. Must be able to work with electrical and electronics equipment.