Desktop and Mobile Computing Analyst
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About The Position
Information Technology Services (ITS), the central IT provider at the University at Albany, seeks applicants for a Desktop and Mobile Computing (D&MC) Analyst. ITS manages and supports nearly 7,000 university-owned faculty/staff, classroom, conference room, and research lab desktops and mobile devices. The D&MC Analyst is a senior position that is key to continuous improvement and delivery of services in this large-scale operation. The D&MC Analyst is a subject matter expert in desktop and mobile computing and provides technical leadership within service teams. They address and resolve complex and non-standard requests and issues. They develop and maintain strong expertise in enterprise management applications and tools (i.e., Active Directory, MECM, AllSight, Jamf, etc.), and steer the selection and usage of each in achieving ITS' goals and adhering to ITS' principles and standards. The D&MC Analyst understands the importance of well-defined processes and promoting their adoption across large service teams to successfully manage the pace and volume of work required to support thousands of devices. The successful Analyst independently identifies process challenges and recommends and assists in implementing actionable improvements and solutions to the D&MC Manager. They monitor the flow of real-time work and act to address operational problems. Under the leadership and direction of the D&MC Manager, the Analyst is responsible for ensuring internal and customer-facing documentation is created, accurate, and updated regularly. They understand the value of documentation in promoting clarity and cohesion for large service teams.
