What are the responsibilities and job description for the Desktop Support Technician I position at San Jacinto College?
Desktop Support Technician I - Central Campus
FUNCTION: Determines endpoint hardware, software and functional configuration for related operating systems, virtual desktops, cloud-based device management, endpoint security solutions, and software deployment tools. Creates, tests and provisions endpoint images and ensures proper function and security. Consults with customers, evaluates and recommends enterprise device standards and confirms interoperability between fixed and mobile devices. Creates and distributes software applications. Performs complex troubleshooting related to the provisioning of endpoint images, BIOS, and operating systems.
Essential Job Functions:
- Designs, creates, prototypes, modifies, troubleshoots endpoint images, software deployment packages, group policy objects and PowerShell scripts.
- Determines endpoint hardware, software, and functional configuration for related operating systems, virtual desktops, endpoint security solutions, and software deployment tools.
- Analyzes, tests, and deploys security patches, software updates, and drivers.
- Analyzes, tests, and implements endpoint security solutions and configuration for both the streaming virtual and non-virtual desktop environments. Reviews and actions endpoint security alerts.
- Consults with customers to determine endpoint hardware and software requirements. Develops and recommends appropriate specifications and solutions.
- Assist with minimal to moderate hardware and software problem diagnosis. Develops and test fixes to ensure problem resolution.
- Provides documentation to knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Escalate issues which cannot be resolved within the Service Level Agreement to ITS Leadership
- Acknowledges, tracks and documents incoming trouble tickets through to problem resolution. Escalate to Desktop Support Technician II if necessary.
Marginal Job Functions:
- Research, evaluate, prototype, and recommend new technologies
Knowledge, Skills and Abilities:
- Demonstrated ability to troubleshoot problems related to enpoint computing environments.
- Familiar with Windows 10,11 SCCM/MECM/MEM, Group Policies, and scripting tools.
- Familiar with Intune, ASM device management tools
- Familiar with MAC OS Ventura or newer
- Familiar in the configuration and support of virtual desktop infrastructure solutions (VMware Horizon View and AWS AppStream)
- Familiar with the configuration of wireless mobile devices.
- Ability to consult with users to determine endpoint hardware and software solutions.
- Must be highly organized and possess excellent communication, documentation, and problem-solving skills.
- Strong listening skills required.
- Work independently with little supervision
- Strong problem-solving skills required.
- Must be proficient in Microsoft Office 365
Required Education:
- Associate's Degree from an accredited institution.
Preferred Education:
- Bachelor's degree in computer science or related field
Required Experience:
- Minimum two (2) years of related IT field experience.
Preferred Experience:
- Experience in Higher Education.
- Experience with Active Directory
- Experience with Cloud based endpoint management tools
- Experience with PowerShell
- Experience with Group Policies
- Experience with SCCM/MECM/MEM/InTune
Preferred Licenses/Certifications:
- CompTIA A or equivalent technical certification
- MTA Desktop or mobility devices, ITIL Foundations, HDI-DST/ACMT, Microsoft 365 Endpoint administrator associate, or equivalent technical certification
Note: This position has limited opportunity for remote work arrangements with appropriate approvals and in accordance with the policies, procedures, and needs of the College.
Salary Grade: 109
Salary is based on the Board-approved salary schedule for the current fiscal year.
Requisition Number: req5114
Posting Close Date: 4/11/2024
The San Jacinto College District is committed to equal opportunity for all students, employees, and applicants without regard to race, creed, color, national origin, citizenship status, age, disability, pregnancy, religion, gender, sexual orientation, gender expression or identity, genetic information, marital status, or veteran status in accordance with applicable federal and state laws. The following College official has been designated to handle inquiries regarding the College's non-discrimination policies: Sandra Ramirez, VCHR Org/Talent Effectiveness, 4620 Fairmont Pkwy. Pasadena, TX 77504; 281-991-2648; Sandra.Ramirez@sjcd.edu
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