Working with the CIT Desktop Engineering and the CIT Desktop Support Teams, this position will provide direct, high level support to Desktop Support and act as a liaison to the Desktop Engineering Team. The Desktop Support Back Office Engineer will take the lead role in implementing and operating highly complex technical solutions that focus on building and maintaining an innovative, efficient, and secure endpoint management service for the CITSG (Central IT Support Group) and the business units they provide support for. These solutions will be applied to thousands of client endpoints, including physical devices, mobile devices, applications, printers and various application servers. This position will also be the lead in organizing onboarding work as new campus business units show interest in employing CIT Desktop Support Services, as well as other large scale application deployments, storage migrations and application server upgrades.
This position coordinates and oversees the efforts of the other technical positions of the team, such that goals are met and work occurs in a consistent and logical manner. This position will also provide feedback to team members, provide input on progress and provide input on performance to the team manager.
Additional responsibilities include: participating in service strategy, design, and continual service improvements as they relate to enterprise workstation, mobile device management, and end points. Working with the Desktop Engineering manager and team to develop processes, documentation and procedures. Writing scripts to automate management tasks. Facilitating smooth transitions for onboarding customers. Leading customer-oriented sessions, presentations, trainings, and working groups aimed at understanding requirements and exchanging information with the technical support community.
The position is anticipated to work closely with the Desktop Engineering team, but also will need to build and maintain relationships across the campus, engaging stakeholder individuals and teams, gathering and understanding requirements, training and advising, and providing 3rd level technical support. This position will interface with customers regularly and will be a strong resource for building an IT@Cornell community around the services.
Bachelor's degree with 2 to 4 years' experience working in a mixed Microsoft/Apple production environment, or an equivalent combination of education and experience.
Excellent understanding of enterprise endpoint support and associated technology. Basic understanding of concepts of programming.
Experience providing 2nd or 3rd level technical support to end-user IT support teams (TSPs).
Excellent organizational skills with the ability to prioritize multiple projects. Strong positive attitude with excellent written and oral communication skills.
Comfortable with public speaking in the context of explaining technical concepts to both technical and non-technical staff. Ability to work well with highly technical staff in both a team and a client/service provider capacity, in a professional, respectful work environment.
Desire to continually learn about new technology and analyze how it might best be applied.
Proven innovative thinker. Experience with virtual desktop environments, including the backend servers and infrastructure.
Experience with endpoint management tools similar to System Center Configuration Manager and Jamf Pro.
Experience with contemporary Apple and Windows devices in the CU Active Directory environment. Understanding of server administration and endpoint management.
Experience configuring and using endpoint management tools in a large enterprise environment. Intermediate to advanced understanding of a programming language common to the MacOS such as Applescript orPython and in the Windows environment, PowerShell or Python. Prior experience guiding others helpful. MCSA, MSCE, and/or MCP desired.
Understanding of the concepts utilized by ITIL and basic Project Management processes and procedures.
Experience providing technical support in a distributed Higher-ed environment.
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No Visa sponsorship is available for this position.
No relocation assistance is available for this position.
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