Desktop Engineer, Scholars Operations Center

Florida Virtual School•Headquarters, KY

About The Position

Our Mission is to equip students for success by developing and delivering highly effective digital learning through an intuitive online platform. FLVS does not discriminate in admission or access to, or treatment or employment in its programs and activities on the basis of race, color, religion, age, sex, national origin, marital status, disability, genetic information or any other reason prohibited by law. The Position: Position General Summary: The Desktop Engineer, Scholars Operations Center is a member of the Scholars Operations Center team providing Tier 2 and Tier 3 support to the Florida Scholars Academy program. The team supports students, teachers, and staff in physical locations throughout Florida. The Florida Scholars Academy program provides in-person instruction to incarcerated students at housing facilities managed by the Florida Department of Juvenile Justice. The Desktop Engineer, Scholars Operations Center will manage the lifecycle of laptops used by the program, including imaging, warranty repair, and decommissioning. The position also works with end users to resolve hardware and software issues.

Requirements

Bachelor’s degree in computer science or information systems or equivalent combination of education and relevant experience
7 years of supporting the Windows operating system
5 years of implementing cybersecurity best practices based on policy documentation
5 years of supporting an Active Directory domain synced to Entra ID
5 years of implementing automation using PowerShell
5 years of utilizing remote support tools to provide troubleshooting
3 years of using Intune Autopilot provisioning
Ability to troubleshoot software and hardware issues on the Windows operating system
Experience with installing and configuring Microsoft Office M365 C2R
Can prioritize multiple incidents and tasks efficiently while providing regular updates
Knowledge of the current technology landscape involving Windows 11
Understand how to optimize imaging workflows in Windows Autopilot to enhance the OOBE
Strong verbal and written communication skills
JOB KNOWLEDGE AND SKILLS Team member carries out essential job functions with accuracy, engages in ongoing and relevant professional learning, applies new knowledge effectively, and demonstrates mastery of job-specific skills
PRODUCTIVITY Team member produces high quality work, meets organizational and departmental deadlines, balances multiple responsibilities, manages time effectively, and seeks ways to improve processes and productivity
COMMUNICATION Team member communicates clearly in written and verbal formats, collaborates effectively, demonstrates professionalism in all interactions, exhibits strong interpersonal skills, and contributes to a positive team and professional community
CUSTOMER FOCUS Team member addresses the needs of internal and external customers, analyzes problems effectively, contributes to innovative solutions, seeks opportunities for improvement, and successfully adapts to change

Nice To Haves

IT or Cybersecurity certification preferred

Responsibilities

Attend daily standup meetings
Troubleshoot and resolve incidents submitted by students, teachers, and staff in ServiceNow
Investigate reports of new issues for root cause and resolution
Ensure the efficacy of existing security controls through lab testing
Validate the efficacy of new security controls through lab testing
Update imaging workflows and configurations over time
Coordinate support and repair efforts with vendors and on-site personnel
Develop recommendations for enhancing approaches to support services
Document new processes and update existing documentation
Meet professional obligations through efficient work habits such as, meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrating respect for others
All work responsibilities are subject to having performance goals and/or targets established
Work during normally scheduled FLVS holidays with a compensating time-off schedule
Employees will be required to perform other job related duties as required.