IT SCCM Support Specialist (Technical Craft Specialist A)

Employer
Community College of Philadelphia
Location
Pennsylvania, United States
Salary
Salary Not specified
Posted date
Oct 16, 2021

View more

Position Type
Faculty Positions, Professional Fields, Other Professional Fields
Employment Level
Tenured/Tenured Track
Salary Band
Not specified
Employment Type
Full Time

Community College of Philadelphia


General Description

The Technical Craft Specialist A - The Technical Craft Specialist A - IT SCCM Support Specialist is responsible for supporting the daily functions of the Software Automations Support Services team. While providing exceptional customer service, this position resolves support requests, research, automate and resolve complex issues related to desktop deployment and imaging. This position supports creating and maintaining the College's SCCM packages, collections, advertisements, queries, and inventory of software packages included in the creation of base desktop configurations.


Specific Responsibilities

• Provide support for the operations, changes, enhancements, and upgrades to the College's desktop imaging and deployment environment.

• Assist with the daily functions of the Technical Support Services Desktop imaging and automation team.

• Demonstrate technical expertise in the creation and maintenance of SCCM packages, collections, advertisements, queries, and inventory software packages included in the creation of base desktop configurations.

• Assist with the monitoring, maintenance, and administration of the local SCCM site.

• Perform routine SCCM and Active Directory administration tasks; research, test, and assist other staff on the use of new systems management technologies and automation.

• Assist with implementing and enforcing desktop support and deployment policies, procedures, and standards.

• Troubleshoot, repair, and upgrade all computer systems.

. Provide assistance enforcing proper technical documentation and standardized troubleshooting procedures and maintain the updated database and mapping for SCCM configurations.

• Respond to telephone, email, and walk-in requests for Software Automation or assistance in a timely manner, ensuring appropriate customer service at all times.

• Log all requests for support using electronic ticketing systems and handles all requests to full closure.

• Diagnose and correct desktop computing problems which may result from system failure, system configuration, system errors, operator errors, or operator inexperience whenever possible via the phone, in person or remote desktop support.

• Ensure the integrity of support procedures, processes, and documentation pertaining to the college-wide technical support initiatives.

• Communicate effectively with faculty, staff, and administrators at all levels, technical and non-technical, to determine and ensure all support needs are met.

• Work with ITS management, faculty, and staff to install and upgrade classroom computer software.

• Deliver quality customer service to all internal constituents in a professional, helpful and courteous manner.

• Work independently, determining priorities in unusual or emergency situations and effectively escalating matters to appropriate resources.

• Work collaboratively with college-wide resources, and/or vendors to diagnose, isolate and resolve desktop computing problems as directed.

• Assist with the maintenance of the inventory and deployment of hardware and software college-wide, as directed.

• Maintain industry standards certifications in support of the installed base equipment at the College.

• Maintain sensitivity, understanding, and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds.

• Other duties as assigned.


Minimum Qualifications

• A High School diploma or its equivalent (GED) required.

• At least five (5) years direct experience supporting Dell systems, and mobile applications in a professional work environment using, MS Windows and the MS Office Suite of applications for Windows 10.

• Excellent verbal and written communication skills are required.

• Demonstrated excellence in customer service and professionalism is required.

• Demonstrated commitment to detail and follow-through.

• Experience with SCCM client installation, software distribution, remote management and driver database management required.

• Experience with SCCM Operating System and Application deployments, Application Packaging and Microsoft software updates deployment required.

• Strong problem solving, critical thinking and decision making skills required

• Experience with Active Directory discovery methods and creating user, device and query collections required.

• Flexibility to work evenings and weekends.

• Must possess and maintain a valid driver's license and reliable transportation.

• Ability to maintain sensitivity, understanding, and respect for a diverse academic environment inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds.


Preferred Qualifications

• Associates degree or equivalent course work is preferred. Any and all degrees must be from a recognized institutional accreditor.

• At least two (2) years experience working in a Microsoft AD environment is preferred.

• Microsoft MCTA, MSCA or SCCM certification is preferred.

• Dell DCSE certification is preferred.

• Experience installing and configuring hardware/software is preferred.



Work Location
Main Campus

Special Instructions to Applicants

Effective October 15, 2021, all College employees must (a) be fully vaccinated, or (b) have submitted proof of their first shot of a COVID-19 Vaccine and submit to regular testing until they are fully vaccinated, or © obtain an approved exemption from the College and submit to regular COVID testing as an accommodation.

Interested persons should complete an online application.



Cover letter of interest and resume REQUIRED.



Names and contact information of 3 professional references OPTIONAL.



Review of applications will commence on October 29, 2021 and will continue until the position is filled.



Applicants must be legally eligible to work in the U.S.



Community College of Philadelphia is an Affirmative Action, Equal Opportunity and Equal Access Employer. The College encourages applications from individuals from traditionally underrepresented groups.


Salary Grade or Rank
8

Salary Range
$19.43 - $24.99

Job Posting Open Date
09/21/2021

Type of Position
Classified

Employment Status
Full-Time

Supplemental Questions
Required fields are indicated with an asterisk (*).
  1. * How did you hear about Community College of Philadelphia?
    • CareerBuilder.com
    • Higheredjobs.com
    • LinkedIn
    • The Chronicle
    • Veterans Job Fair
    • Professional & Technology Diversity Career Fair
    • AL DIA - Diversity Career Fair
    • Community College of Philadelphia Website
    • Indeed.com
    • Other
  2. * If your answer to the above question is Other, please note the source below. If this question does not apply to you, enter N/A.
    (Open Ended Question)
  3. * What is the highest level of education you have completed?
    • No Response
    • High School/GED
    • Associates Degree
    • Bachelor's Degree
    • Master's Degree
    • Doctorate
    • Other
  4. * Do you have at least five (5) years of direct experience supporting Dell systems, and mobile applications in a professional work environment using, MS Windows and the MS Office Suite of applications for Windows 10?
    • Yes
    • No
  5. * Do you have Microsoft MCTA, MSCA or SCCM certification?
    • Yes
    • No
  6. * Do you have at least two (2) years working in a Microsoft AD environment?
    • Yes
    • No
  7. * Do you have a Dell DCSE certification?
    • Yes
    • No
  8. * Do you have experience installing and configuring hardware/software?
    • Yes
    • No
  9. * Do you have the flexibility to work evenings and weekends?
    • Yes
    • No
  10. * Do you possess and maintain a valid driver's license and access to reliable transportation?
    • Yes
    • No
Documents Needed to ApplyRequired Documents
  1. Resume
  2. Cover Letter/Letter of Application
Optional Documents
  1. References

PI150369415

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