| Purpose of the Position: |
The Desktop Engineer I is a mid-level technical role responsible for the engineering, implementation, and delivery of advanced, proactive end-user support services across the university. This position requires expertise in desktop operating systems, endpoint hardware, enterprise software, cybersecurity protocols, and emerging support technologies. The Desktop Engineer I delivers exceptional service to faculty, staff, and students while actively contributing to service improvement, security posture, and operational efficiency within a dynamic and high-expectation environment. The incumbent will develop tools that can be used by end-users on a larger scale, designed to meet organization, college, or campus-wide requirements.
Duties / Responsibilities:
Engineering & Configuration
• Assist with the engineering of endpoint management platforms (such as Jamf Pro and Microsoft Configuration Manager) for resource organization, security, maintenance, and automation.
• Serve as the university's macOS/Jamf Pro subject matter expert, guiding the team and developing best practices.
• Assist in the establishment of standardized hardware; develop and execute precise and scalable data/software migration strategies.
• Collaborate with users to define hardware/software requirements, recommending solutions that balance individual needs with institutional standardization goals and supporting technology procurement.
• Configure laptops, desktops, and peripheral devices in accordance with established standards, ensuring thorough fulfillment of user needs, including data migration and basic training as required.
• Leverage endpoint management platforms for efficient configuration and printer deployment.
• Assist with the development and implementation of processes for OS and software installation, updates, and patching.
• Manage the full technology lifecycle for clients, including procurement, standardized deployment, continuous maintenance, and secure retirement/replacement.
• Contribute to technical training design and support process optimization; apply systems analysis for scalable, high-quality solutions aligned with IT goals.
User & Device Support
• Provide engineering (Tier II/ Tier III) desktop/laptop support with proactive problem-solving, optimal performance, robust security, and high reliability.
• Provide exceptional, proactive support to users with specialized technical needs and executives.
• Maintain optimal desktop/system performance (file share management, drivers, data integrity, virus remediation, and troubleshooting).
• Offer expert IT consultation, adhering to OIT policies.
• Provide essential support for enterprise/desktop applications such as Microsoft 365 and Google Workspace.
• Diagnose/resolve technical issues promptly with clear, regular communication. Document all support in the ticketing system (creation, management, escalation, and resolution).
• Leverage endpoint management platforms for proactive security, maintenance, and efficient support.
• Diagnose/resolve complex system issues efficiently using systematic methods and advanced tools, ensuring clear communication and minimizing downtime.
• Conduct Tier 1 network troubleshooting and assist with device registration; collaborate with the network team when necessary to resolve problems.
• Manage user accounts, devices, and organizational units in Microsoft Entra.
• Offer informed guidance on acquiring/implementing new technology solutions, collaborating with colleagues when necessary.
Internal Escalation & Collaboration
• Serve as the team's point of escalation for macOS and Jamf Pro issues, providing expert assistance.
• Collaborate effectively with colleagues to ensure the timely resolution of technical incidents.
• Collaborate with vendors on the integration, troubleshooting, and resolution of issues related to hardware and software systems.
• Foster a proactive and communicative team environment by openly sharing help requests, outage information, and identified problem trends.
• Proactively escalate emerging technical trends, complex issues, and situations requiring management attention.
• Communicate effectively with the Director of Client Services regarding significant trends, complex or resource-intensive issues, and misalignment of expectations.
• Identify, document, and propose opportunities for service improvement and contribute actively to the team's knowledge base.
• Facilitate knowledge transfer within the team through cross-training and comprehensive documentation of technical procedures.
• Provide essential backup support to teammates to ensure consistent service delivery and seamless departmental operations during absences or peak workloads.
nternal Escalation & Collaboration
• Serve as the team's point of escalation for macOS and Jamf Pro issues, providing expert assistance.
• Collaborate effectively with colleagues to ensure the timely resolution of technical incidents.
• Collaborate with vendors on the integration, troubleshooting, and resolution of issues related to hardware and software systems.
• Foster a proactive and communicative team environment by openly sharing help requests, outage information, and identified problem trends.
• Proactively escalate emerging technical trends, complex issues, and situations requiring management attention.
• Communicate effectively with the Director of Client Services regarding significant trends, complex or resource-intensive issues, and misalignment of expectations.
• Identify, document, and propose opportunities for service improvement and contribute actively to the team's knowledge base.
• Facilitate knowledge transfer within the team through cross-training and comprehensive documentation of technical procedures.
• Provide essential backup support to teammates to ensure consistent service delivery and seamless departmental operations during absences or peak workloads.
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| Minimum Requirements: |
• Bachelor’s degree in a computer-related or other technical field, and/or an equivalent combination of education and years of experience.
• Minimum of five years of experience in an IT service and support environment.
• Must have excellent verbal and written communication skills.
• Proven success and competency supporting macOS, iOS, and Windows operating systems.
• Proven ability to diagnose and resolve hardware and software issues affecting macOS,
Windows, iOS, Microsoft 365, and Google Workspace, as well as basic network issues.
Working knowledge of Jamf Pro.
• Demonstrated experience in supporting users and devices with Microsoft Configuration
Manager and Microsoft Entra.
• Highly developed verbal and written communication skills, with the ability to present
technical information clearly and professionally to both technical and non-technical
audiences.
• Possesses the ability to instill confidence and trust in customers through professional
demeanor, ongoing communication, and effective issue resolution. Exhibits strong
interpersonal skills to build positive relationships with users and actively listens to their
needs.
• Demonstrates the ability and initiative to conduct independent research and testing to
effectively resolve technical challenges and continuously expand technical knowledge.
• Strong initiative and the ability to work independently, proactively identifying and
addressing tasks independently with minimal supervision.
• Exhibits a strong teamwork ethic, collaborates respectfully with colleagues, and consistently represents the organization positively in all interactions (including executive-level customers).
• Working knowledge of ITSM or ticketing management systems.
• Ability to manage a dynamic workload, embrace change, and perform tasks with both
urgency and precision.
• Must possess a valid driver's identification and submit a motor vehicle record verification
check with satisfactory results.
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