Desktop Engineer

University of North Dakota

Grand Forks, ND

Job posting number: #7081416

Posted: July 21, 2021

Application Deadline: Open Until Filled

Job Description

This position will work as part of a creative and talented team to support students, faculty, and staff in the pursuit of technical innovation and academic excellence. This position will help maintain UIT’s ongoing commitment to Safeguarding UND and support IT Service excellence for the campus. This will be accomplished by deploying and maintaining over six thousand end-points, monitoring end-point security and assisting with supported software, systems, and associated device peripherals

Duties & Responsibilities
Deploy, maintain, and monitor end-points, supported software/systems, and associated peripherals
Assist with the administration and maintenance of Jamf, SCCM, and other server applications.
Assist with the creation, maintenance, and deployment of computer operating system images.
Assist with the creation and deploy software packages, patches, printers, and other objects.
Install, configure and troubleshoot desktop operating systems, network drivers, protocols, and other clients.
Ensure constant uptime and maintenance of classroom computer endpoints.
Collaborate with other user support team members to provide and maintain state-of-art computing facilities.
Develop a working knowledge of networking fundamentals (of the university’s network) to better resolve network communication problems.
Research compatibility of new and existing equipment.

Assist Faculty, Staff, and Students (users) in regard to the use of technology.
Provide wide range of technical support for students, faculty, and staff, possibly including evenings and some weekends, via phone, email, chat, in-person and remotely.
Research issues and see problems through to resolution, while keeping customers, others team members, and leads informed.
Document all issues, track status and time of tickets, and ensure timely resolution.
Consult with users on questions regarding hardware, software, and peripherals; provide choices, solutions, and recommendations as needed.
Provide training on new hardware and software.
Recommend system or software changes as appropriate to assist users in their work.
Represent UND in a professional manner at all times by providing excellent communication and customer service.
Maintain current knowledge with Windows operating systems, Active Directory, Azure, and Intune to support users.

End Point Security
Identify and report compromised end-points to supervisor/security team.
Identify and implement solutions for compromised end points.
Assist with providing security to all end points.
Ensure all endpoints have up to date anti-virus software.
Assist with alternate security solutions as needed.
Ensure all endpoints meet UND encryption standards.

Serve as Global Administrator for Office 365 specific services
Create and manage Office 365 department shared accounts, room resources and Teams sites.
Investigate account specific issues using message traces and other administrator tools.
Investigate app desktop specific issues where the account configuration, application or client may be causing issues.
Monitor and report upcoming changes, updates and trainings for Office 365 services to Tech support staff.

Communication, Documentation, and Other Duties As Assigned
Develop documentation of system changes and problems.
Track time for all projects, complete tickets, and administration.
Participate in support meetings and assist with development of policies and standard procedures.
Provide regular updates to supervisor and team members on status of various projects/issues.
Other duties as assigned.

Provide mentoring to student employees
Assist student staff with any issues or questions they may have.
Provide mentoring/training to student staff.
Provide general oversight of the student staff
Required Competencies
Excellent interpersonal skills
Demonstrated excellence in customer service.
Ability to communicate with non-technical and technical users.
Ability to prioritize, multi-task, and meet deadlines.
Demonstrated ability in problem solving, sound decision-making, and critical thinking skills.
Demonstrated ability to work independently and be a team player.
Experience working in a structured, process-driven environment

Minimum Requirements
Bachelor’s degree OR two years of college plus two years of related experience including student employment or internship/s. Major field of study or degree emphasis: Information Systems, Computer Science, or a related field OR four years related experience.
2+ years experience providing general information technology support including student employment and internship/s
1+ year/s working with Active Directory in the form of group policies, permissions and security including student employment and internship/s
Valid Driver’s License
Successful completion of criminal history records check.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire.

Preferred Qualifications
Two years experience using software deployment solutions such as SCCM, MDT, KACE, Altiris, etc.
One year experience with an IT ticketing system such as: ZenDesk, Service Now, Team Dynamics, Remedy, etc
A+ Certification
OS X and iOS experience
Linux experience
Experience supporting Microsoft Office 365
Apple Certified Mac Technician
Minimum Hiring Salary/Position Classification
$45,000 Annual, Exempt, Full-time, Benefited

Includes single or family health care coverage (premiums paid for by the university), basic life insurance, EAP, retirement plan, tuition waiver, annual and sick leave. Optional benefits available: supplemental life, dental, vision, flexible spending account, supplemental retirement plans.

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