Desktop Administrator - Information Services

    • Job Tracking ID: 512954-617887
    • Job Location: Chicago, IL
    • Job Level: Management
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: June 18, 2019
    • Years of Experience: 5 - 7 Years
    • Starting Date: ASAP
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Job Description:

Summary

The Desktop Administrator performs all functions related to computer imaging, patch management/reporting, inventory/reporting, and application deployments. This role will also be required to deploy and implement enhancements that will improve the reliability, maintainability, and performance of end user computing hardware and software. This role supports a variety of technical inquiries, requests, and troubleshooting. Support includes, but not limited to, diagnosing hardware and software malfunctions, networks, internet, security and password issues, telephony, Microsoft Windows and Office, Email, communications, video conferencing, instant messaging, remote users and connections, and business applications.


Duties and Responsibilities

  • Engage in a professional, hospitable, and courteous manner in the ministry’s electronic, phone and in-person communication with constituents.
  • Exercise diplomacy and nurture relationships with constituents to facilitate and improve their engagement with the mission and mission area’s objectives.
  • Create standard, baseline images for multiple hardware configurations and oversee application packaging, deployments, and documentation.
  • Maintain advanced/detailed knowledge of Microsoft Windows Operating Systems (Windows 7, 10), MacOS, and iOS imaging and cloning software, Microsoft Office (2016) as well as peripherals.
  • Create and deploy automated zero touch build process.
  • Administer desktop and mobile patch distribution management, including security updates (Microsoft and non-Microsoft products), service packs, and manage BIOS & driver maintenance.
  • Provide technical assistance and customer service support for questions related to computer systems, software, hardware and telephones (Cisco Call Manager and iPhone mobile devices).
  • Troubleshoot, analyze and solve end-user technical problems via phone support, remote desktop connection and/or visits to user locations.
  • Interact directly with other IS personnel to determine the proper remediation for an issue.
  • Assist in moving equipment to different locations within office or event locations.
  • Assist in implementing mechanisms to identify chronic support problems and expedite resolution.
  • Assist in implementation of quality improvement programs for our ministry area.
  • Provide technical support and best practice advice for offsite event planning and execution.
  • Maintain competency and enhance professional growth and development through continuing education and conferences.
  • Maintain expert knowledge of supported applications, hardware and mobile devices.
  • Perform other duties and responsibilities as assigned by the Director of Information Services.

Experience and Skills:

Education and Experience
Required:

  • 5+ years of experience in technology support operations, including configuring, troubleshooting and supporting networked workstations, laptops, printers, and related equipment.
  • 5+ years of experience analyzing designing, building and deploying desktop images, OS migrations, software distribution and solutions with Microsoft Windows, MacOS and iOS.
  • Experience with centralized desktop management tools, security and patch management (Microsoft, Symantec, MDM, and ManageEngine), upgrades, deployment, and refresh methodologies.
  • In-depth experience with Active Directory and Group Policy and various Microsoft desktop related technologies such as Offline Files, Folder Redirection, and User Profiles.
  • Bachelor’s Degree in Management Information Systems, Computer Science, or related field required.
  • Professional certification in MSCE, A+ Hardware or Network+ certification is a plus.


Skills and Abilities

  • Mastery of Microsoft and Windows applications, databases development and management, and web technologies.
  • Detail oriented, strong organization, prioritization and time-management skills are eminent.
  • Excels in attention to detail with high level of accuracy in the preparation of documents, reports, and correspondence.
  • Exceptional customer service skills.
  • Strong analytical and problem-solving skills.
  • Keen organizational skills and attention to detail.
  • Superior written and verbal communication skills including the ability to effectively communicate technical information to non-technical users by phone, in person and in writing.
  • Ability to understand customer needs and expectations to provide excellent service.
  • Must be proactive and have the ability to work both independently and collaboratively with colleagues, end-users, and with external vendors.
  • Works well under pressure and is able to accomplish multiple tasks, with conflicting priorities and timelines. Ability to track and report progress on a wide range of tasks, simultaneously.
  • Ability to respond to and deal with a range of ad hoc queries/requests.
  • Accepts criticism and dealing calmly and effectively with high stress situations.
  • Ability to operate with discretion and confidentiality at all times.
  • Maintains flexibility in approach and adjusts actions when appropriate.
  • Ability to coordinate and manage logistics for small and large meetings.
  • Excellent management and people skills to embrace diversity of schedules, backgrounds, formats, contexts, etc.
  • Uses critical thinking skills, applying logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to address challenges.
  • Self-starter, with the ability to work independently.


Environment Conditions
Able to work well in professional office setting, but occasionally works in remote locales. Occasional travel. Must be versatile and able to work for prolong segments sitting or standing. Must engage frequently with office tools and equipment, such as: computer, copier, phone, web-conferencing equipment, cell communication, printers, etc. Must be able to occasionally lift or move items, less than 40 lbs.; and using machinery to move boxes and crates (Pallets, dolly etc.) Occasionally, pack and unpack, move and lift boxes that contain event materials.