Desktop Engineer, Scholars Operations Center

Florida Virtual School • Headquarters, KY

2d

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

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

Benefits

• competitive salaries
• a well-rounded benefits package
• generous paid time off (including 25 holidays, vacation, and sick leave)
• an array of professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level