Senior Enterprise Desktop Engineer

Johnson County Community College

Overland Park, KS

Job posting number: #7067172

Posted: June 24, 2020

Application Deadline: Open Until Filled

Job Description

Job Description
The Senior Enterprise Desktop Engineer is a hands-on, senior member of the Technical support team responsible for JCCC end user computing and application support. In consultation with senior JCCC departmental personnel, the incumbent allocates end user hardware and software resources. They assist in maintaining business applications, and ensure the reliability and sustainability of information resources. Using effective communication, technical, and analytical skills the Senior Enterprise Engineer manages projects, provides technical support including maintenance and upgrading of resources. They supervise and assign staff to resolve operational issues. In keeping with JCCC values and competencies, this position develops and maintains positive working relationships with all contacts internal and external to JCCC. The position is responsible for supervision of support team personnel including technicians and Federal Work-study students. This supervision includes hiring, training and daily work assignments for their teams.


1. End User Equipment Life Cycle Management – Responsible for the initial deployment, maintenance, repair and disposal of computers, tablets, printers, and scanners for assigned JCCC organizational units.
Performance is acceptable when:
• Designs and directs creation of base operating system images for desktops, laptops, tablets and emerging technologies.
• Provides Tier II support to end users, Service Desk and Desktop Support teams providing both resolution and root cause analysis.
• Provides Tier III support for various hardware repair functions.
• Proactively tracks and analyzes the performance of the devices, identifies device problem areas, and delivers solutions to enhance the quality of service for the end users.
• Maintains an ever-increasing level of proficiencies in hardware, software, networking and other technologies.
• Participates in the Hardware Standards selection processes; helping to select and maintain the current hardware, software and peripherals.

2. Application Management and Support – Provides quality and consistent support for departmental application technologies.
Performance is acceptable when:
• Provides complex problem solving to identify and isolate root cause.
• Identifies potential solutions by utilizing appropriate resources to include external vendor relationships.
• Creates tasks and jobs within Microsoft System Center Configuration Manager to deploy or automate software package delivery to end user computers.
• Manages and maintains Active Directory groups and organizational units.
• Provides Tier II support to end users, Service Desk for software application errors or for compatibility issues.
• End User familiarization training with campus standard software packages and best effort support on departmental applications.
• Utilizes Active Directory, SCCM and Parallels to ensure end-user technologies have up-to-date antivirus protection; software/OS/third-party updates are tested and applied as needed; engage in continuous improvement activities.
• Configures and Monitors Enterprise endpoint security solution to monitor and mitigate virus and malware incidents .

3. Project Technical Lead – Provides technical leadership on assigned projects.
Performance is acceptable when:
• Serves as technical lead on projects for end user client technologies.
• Creates change management requests and present them to the Change Management Board when appropriate.
• Produces and communicates status of deliverables relative to milestones or open issues
• Updates project documentation as appropriate.
• Develops and executes test conditions to produce results based on expected application and user interface requirements.

4. Leadership – Provides assigned Technicians and department Federal Work-study aids with guidance for daily task assignments
Performance is acceptable when:
• Screens, interviews, hires, trains and evaluates Technicians and Federal Work-study aids.
• Mentors Service Desk and Desktop Support teams.
• Demonstrates the ability to manage time and resources in the best interests of the college.
• Creates and monitors personal/team development goals.
• Provides supervision, scheduling, and task assignment for assigned staff.

The responsibilities described represent the primary responsibilities of the job. Other responsibilities may be assigned by the supervisor as warranted by business needs. The incumbent is expected to do all assigned responsibilities.

Every employee of the college is expected to treat all members of the college community with dignity and respect demonstrating professional, courteous and respectful behavior and engage in constructive conflict resolution, when needed.

Required Skills
Extensive understanding of the operating systems and infrastructure that supports it including active directory policies, groups, and users
Excellent analytical, communication and problem-solving skills
Ability to work directly with end users, and technical staff and vendors when troubleshooting support issues
Well-developed written and oral communication skills
Basic understanding of Cloud technologies

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