Sr. Desktop Solutions Specialist
About The Position
The selected Desktop Solutions Specialist will support HAEA's customers, stakeholders, partners, staff and overall business strategy through the servicing and management of its technological resources. You will develop and lead in image creation, deployment, and scripting, good knowledge in GPO, develop, recommend, and implement system upgrades and improvements for use by operations teams. You will also work with other team members to design and build environments to proper standards with associated documentation and processes, while also serving as a level of escalation by assisting Operations team(s) who support the environments.
Requirements
- Bachelor’s degree in Information Technology, Business, or related field (or equivalent experience)
- 7+ years of experience working in a corporate environment supporting 1000+ users.
- Must have fluent technical knowledge of end user device management through MS SCCM and via Group Policy (GPO) including patching and report generation
- Excellent communication skill and customer service
- ITIL service management practices
- CompTIA A+ required
- Microsoft Certified Professional required
Nice To Haves
- ITIL Foundation Certification preferred
Responsibilities
- Responsible for Engineering of MS SCCM for package deployment, patch management, and generate device reports for statistical research
- Plan out the technical roadmaps for the end user services by researching End-Of-Life (EOL) schedules, identifying compatibility of existing solutions/applications against the evolving future technologies, and aligning security enhance requirements.
- Develop GPO for user device lock down and enterprise management
- Maintain and expand VDI environment, and create deployment strategies when necessary
- Lead OS image creation for all CBU and ensure compatibility with all hardware models through testing and verification
- Research and create OS and browser roadmap addressing the dependency with applications
- Participate in user device standard selection Service Coordination
- Collaborate with the multiple business clients to understand their business needs, assist with determining and validate the completion of an agreed solution
- Identify area of improvements related to Desktop Support operations and provide recommendations to management
- Create the new service model based on the ITIL framework (Service strategy, Service design, Service transition, Service operation, and Continual Service Improvement), and focus on continual service improvement in technical area communicating regularly with the multiple customer units and analyzing the ITSM ticket trends and SLA reports.
- Monitor the service ticket SLAs with vendor for timely resolution of all CBU service tickets
- Manage available stock levels for the timely deployment and replacement (H/W and S/W) and create and update standard procedures for break fix, system update, and system upgrade as necessary
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
51-100 employees
