Desktop Support Engineer

NORTHLAND PIONEER COLLEGE
Position Description

JOB TITLE:Desktop Support Engineer CLASSIFICATION:Exempt C1 LOCATION:
MANAGER/REPORTS TO:Director of IT Infrastructure and Operations OVERTIME ELIGIBLE: NO # OF DIRECT REPORTS:

GENERAL STATEMENT OF RESPONSIBILITIES:
The Desktop Support Engineer provides day-to-day administration of the college's client systems infrastructure and implementation of additions to the infrastructure. The position will manage and monitor all installed client systems and infrastructure. Install, configure, test, and maintain operating systems, application software, and system management tools, ensuring the highest levels of client systems and infrastructure availability.

ESSENTIAL FUNCTIONS:
Standard Expectations:
1. Designing, implementing, and managing Microsoft Deployment Services.
2. Designing, implementing, and managing desktop deployment systems (PDQ).
3. Supporting Technicians with the Deployment of Windows Images (MDS).
4. Managing Windows Server Update Services for Windows.
5. Manage JAMF for Apple devices, Laptops, Desktops, and Mobile.
6. Troubleshooting software and hardware issues with technicians.
7. Develop and implement a software update schedule for technicians.
8. Write SOP documents for Technician and DSE tasks for uniformity.
9. Install, configure, test, and maintain operating systems (including updates), application software, and system management tools.
10. Proactively ensure the highest levels of systems and infrastructure availability.
11. Write and maintain custom scripts to increase system efficiency and lower the human intervention time on tasks.
12. Participate in the design of information and operational support systems.
13. Provide 2nd and 3rd level support to Technicians.
14. Liaise with vendors and other IT personnel for problem resolution.
15. Other duties as assigned.

Standard Competencies:
COMPETENCIES DESCRIPTION PROFICIENCY
Technology Ability to proficiently use Microsoft Office Products (i.e. Word, Excel, Outlook, PowerPoint) Adobe Products (Docu- Sign/E-Sign), Google Applications (Drive), Slack, Zoom, WebEx, and various other Microsoft 365 programs. Proficiency in computer operations at an administrative level. Basic knowledge of network troubleshooting Intermediate Ethernet and IP configuration of switches and computers. Proficiency in Microsoft support tools, such as DNS, DHCP, WDS, SCCM, ADK, and other IT infrastructure systems. Advanced knowledge of patch management and software distribution. Intermediate
Communication Ability to communicate effectively with faculty, staff, and the general public. Excellent intrapersonal skills. Excellent oral, written, and listening skills. Advanced
Diversity & Multi-Culturalism Ability to work in a diverse, multi-cultural environment. Advanced
Flexibility & Adaptability Ability to adapt to the demands of any given day/time. Intermediate
Self-Awareness Ability to reflect on self-performance and growthopportunities. Basic
Continual Improvement Ability to seek opportunities for professional growth. Basic
Action Oriented Ability to make decisions and take action. Excellent analytical and problem-solving abilities. Strong grasp of effective collaboration and teamwork. Intermediate
Confidentiality Ability to maintain confidentiality. Advanced
Physical Ability to perform the following physical requirements of the position with or without reasonable accommodation: critical sensory requirements include general vision (corrected to 20/20), hearing or listening in the normal range (corrected), and speaking and giving directions. Ability to sit for an extended period. Basic

MINIMUM QUALIFICATIONS:
Associate Degree or equivalent work experience in IT.
5 years of systems experience in Microsoft server and desktop environments.
A working knowledge of Windows Server, various OS administration, Cisco, LINUX Administration, and SQL.
Experience with Virtualization development and administration.
Experience with Apple setup and administration.

PREFERRED QUALIFICATIONS:
Experience with VMware software and Informix environments
Experience with WSUS, PDQ, SCCM, and Intune.
Experience with JAMF.
Bachelor's Degree or equivalent work experience in IT.
CompTIA, Microsoft, or Cisco certifications are a plus.
Experience in higher education.

REQUIRED LICENSE/CERTIFICATIONS: Valid driver's license.

BENEFITS:
Based on College Procedure employees may be eligible for up to:
Single Coverage Medical Insurance
Optional Employee Pay Dental/Vision Insurance
4 Personal Days
12 Holiday Days
5 Days of Spring Break Leave
10-20 Days of Annual Leave (depending on service length)
18 Sick Days that can accrue up to 130 Days
Professional Development Opportunities
Arizona State Retirement System membership
Life Insurance
Long-Term Disability Insurance