Manage desktop support team consisting of two support specialists, an endpoints systems engineer, and student assistants; provide hands-on technical/client support for associated service areas (PC/Windows, Mac OS, mobile devices, client management software, etc.) in an environment that consists of approximately 800 PCs and 600 Macs.
Essential Job Functions:
Manage a team of desktop support specialists (2) and a systems administrator, prioritizing team efforts as necessary. Develop team talent and provide opportunities for growth.
Streamline processes and ensure the adoption of technology solutions that align with organizational objectives in support of an evolving digital workplace.
Review performance metrics and establish/maintain a culture of continuous improvement and customer service excellence.
Oversee budgeting for service area.
In coordination with the IT service desk, provide desktop support for other common workplace technologies, such as desk phones, softphones, headsets, printers, and multifunction devices.
Lead the PC/Mac model selection process and work with logistics staff to manage replacement cycles.
In coordination with the systems administrator for endpoints, manage/maintain systems involved in the client support ecosystem, including software update servers, client management servers, imaging/PXE/WIM environment, application streaming, and endpoint security.
Manage projects for service area.
Lead/coordinate the development of a stable and secure image/OS deployment process for Windows and Mac OS.
Provide expert level support to faculty and staff for both office and lab/e-classroom workspaces.
Perform other duties as assigned.
The individual in this position may occasionally need to be available outside of normal work hours to assist in emergency events and to perform maintenance and upgrades. As a result, it is expected that they are reachable, within reason, via mobile device.
Bachelor's degree from an accredited college or university in a field related to this role. (an associate's degree and significant relevant experience may be accepted in lieu of bachelor's degree)
Three years as a desktop support specialist or equivalent.
One year of project lead roles or supervisory experience.
Exhibit excellent interpersonal, verbal, and written communication skills.
Expert knowledge of Windows 10 and/or Mac OS.
In-depth experience using at least one client management tool (SCCM, Kace, ZENworks, JAMF, etc.).
Experience with ticketing and asset management platforms.
Extensive knowledge of computer hardware (desktops, notebooks, tablets).
Excellent problem solving and troubleshooting skills.
Ability to communicate ideas and challenge decisions in a professional and courteous manner
Demonstrated adaptability ensuring effectiveness in an environment with concurrent tasks and changing priorities and resources.
Two years of experience managing staff.
Experience supporting mobile devices.
Experience with Google G Suite and/or Microsoft Office 365 in enterprise environment.
Experience administering/deploying most technologies related to this role (GPO, Office 2016, Adobe Creative Cloud, endpoint security)
Evidence of personal focus on refreshing knowledge and learning new skills relevant to the field.
Understanding of IT best practices (ITIL) and how to apply within higher education environment.
Familiarity with scripting/coding concepts and best practices.
Pay/Salary: Competitive based on education and experience
To achieve our mission as a liberal arts college, we continually strive to foster a diverse campus community, which recognizes the value of all persons regardless of religion, race, ethnicity, gender, sexual orientation, disability, or socio-economic background. For additional information and resources about diversity at Denison, please see our Diversity Guide. Denison University is an Equal Opportunity Employer.
Background Check Statement:
The final candidate will undergo a background check as a conditional offer of employment.
Internal Number: 2448
About Denison University
Denison University is an academically rigorous liberal arts college with a diverse campus community. It offers a competitive salary and a comprehensive benefits package. Denison is located in the village of Granville, 25 minutes from Columbus Ohio, the state capital, which hosts a wide range of cultural and artistic opportunities. Granville also offers an excellent public school system and easy access to outdoor activities.