Cornell University Library's Desktop Services (DS) is a team providing effective and responsive technical support services throughout the Cornell University Library (Ithaca campus) for both staff and public computing services.
Working with the CUL Desktop Services Team, this position will provide direct, high level support to Desktop Services and act as a liaison to the Library Systems Team. The Desktop 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 CUL. These solution tools include: CM, JAMF, Crowdstrike, Print and File Servers, AD / Group Policy Management, Code-42, Spirion, AWS, Alertus, etc. These solutions will be applied to about a thousand client endpoints, including physical devices, mobile devices, public computers, applications, printers and various application servers. This position will also be the lead in organizing large scale application deployments, migrations, and application upgrades.
Additional responsibilities include: participating in service strategy, design, and continual service improvements as they relate to CUL workstations, mobile device management, and end points. Working with the Desktop Services coordinator and team to develop processes, documentation and procedures. Writing scripts to automate management tasks. Leading customer-oriented sessions, presentations, 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 Services team, but also will need to build and maintain relationships across CUL, engaging stakeholder individuals and teams, gathering and understanding requirements, advising, and providing 3rd level technical support. This position will interface with customers regularly and will be a strong resource for building a resilient CUL IT community.
Bachelor's degree or equivalent combination of education and experience; minimum of 2 to 4 years' experience working in a mixed Microsoft/Apple production environment. Excellent understanding of endpoint support and associated technology. Basic understanding of concepts of programming. Experience providing 2nd or 3rd level technical support to end-users. 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.
No relocation assistance is provided for this position.
No visa sponsorship is available for this position.
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 or Python and in the Windows environment, PowerShell or Python. Understanding of the concepts utilized by ITIL and basic Project Management processes and procedures. Experience providing technical support in a distributed Higher-ed environment. Prior experience guiding others helpful. MCSA, MSCE, and/or MCP desired.
Essential Physical Requirements: Typically lifts 10 to 20 lbs
Visual: Close concentration
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