Senior Endpoint Operations Technician

ROLE TITLE

Senior Endpoint Operations Technician

ROLE LOCATION(S)

Alpharetta GA; Charlotte NC; Chicago IL; Conshohocken PA; Denver CO; Fargo ND; Garden City NY; Houston TX; Lubbock TX; Morristown NJ; Mt Juliet TN; New York NY; Purchase NY; Topeka KS

ROLE SUMMARY

The Senior Endpoint Operations Technician is responsible for managing and optimizing endpoint environments ensuring secure and efficient delivery of End User Computing services. This role requires expertise in Microsoft Intune SCCM Azure Virtual Desktop and automation scripting.

ROLE RESPONSIBILITIES

• Deliver technical support across multiple Windows platforms and endpoint technologies.
• Oversee desktop images and modify SCCM task sequences as needed.
• Develop and maintain comprehensive support materials to uphold quality standards for End User Computing services.
• Provide advice guidance and direction to carry out plans and procedures ensuring schedule attainment product development process adherence and performance.
• Provide second-tier support for support teams including root cause analysis and preventative analysis.
• Drive to deliver technology and products in the roadmap on schedule with the highest quality.
• Provide technical support with expert knowledge and act as an escalation point for the Deskside Support Services Team and anything related to End User Computing environment focusing on our Endpoint Security Protection and application management.
• Partner with Engineering teams to develop solutions.
• Manage Azure Virtual Desktop (AVD) environment including creating Images deploy VMs monitor VM performance.
• Develop automated solutions for deploying software packages application patches/updates and workstation images.
• Operate and support multiple Windows desktop images.
• Manage the entire lifecycle of our global standard desktop and laptop models.
• Maintain desktop images and modify SCCM task sequences as needed.
• Monitor and address alerts from desktops using CyberArk.
• Manage and support PXE environment 1E products.
• Provide level 3 support for escalated end user issues.
• Manage Microsoft and 3rd party patch deployments.
• Package test and deploy new applications as needed.
• Contribute positively to the team and the End User Computing environment.
• Maintain and expand existing Knowledge Base.
• Create new and maintain existing support documents to maintain high standards in quality in the delivery of End User Computing services.
• Administrate and troubleshoot Microsoft Auto Pilot deployments.
• Work with Microsoft Intune for Windows Device Management (device configuration policies etc.).

TECHNICAL QUALIFICATIONS

• Minimum of 5 years of hands-on experience working with Azure Virtual Desktops.
• Minimum of 5 years of experience as an Endpoint Operations Technician or similar.
• Working knowledge on Microsoft Azure FsLogix GPO Active Directory and PowerShell.
• Experience with Day-to-day Endpoint Operations and escalations support.
• Experience developing and testing software packages using Install shield or equivalent.
• Skills managing a VDI environment (Azure Virtual Desktop preferred).
• Experience in software development life cycle methods and current technologies.
• Expert with SCCM administration patch management Imaging Scripting MSI Packaging & Automation.
• Expert with administering and deploying software using SCCM in a global environment developing and maintaining workstation images using SCCM.
• Expert in patch management including bios and firmware updates service pack upgrades and application-based updates.
• Scripting experience is considered a plus (batch SQL PowerShell vbscript).
• Working knowledge of the ITIL framework.
• Expert End Point Protection Engineering.
• Experience with Windows 10/11 Active Directory Structure and Managing Group Policies.