Client Support Professional

Posting Details

Position Information

Business Title Lead Desktop Tech
Job Title Client Support Professional
Posting Number S2012672
Position Type Staff

Position Summary Information

Position Summary

The Lead Desktop Technician reports to the Associate Director of Campus Support in Client Services within Information Technology Services. The LDT is primarily responsible for the daily supervision and operations of the desktop support team, tier II support for desktop issues across the campus community, and management of end user computing assets owned and/or operated by the university. The LDT is the functional administrator for desktop management tools and works with key ITS positions to make sure our Active Directory and Group Policy Objects meet or exceed our deployment and provisioning needs with regard to end user computing. The LDT provides documentation, access where appropriate, and training for desktop support resources in order to support ITS mission and vision objectives.

The applicant offered this position may be subject to a pre-employment drug test.

Minimum Education Requirements
Responsibilities Summary

• Functional administration of Desktop Management resources, which include Ivanti (LANDesk).
• Functional administration of the desktop support request and incident queue inside our service management tool, currently ServiceNow.
• Ownership of University desktop imaging composition and provisioning.
• Functional ownership of the ITS computer assets database, currently hosted within ServiceNow.
• Functional management of the distribution, redistribution, and surplus of IT assets.
• Seek out and implement strategies to improve efficiency and effectiveness for ITS and Client Services processes and procedures.
• Coordinate support and/or computing resources for special events.
• Represent ITS interest in campus committees and task force.
• Evaluate potential resources for addition to Client Service’s teams.
• Participate in live divisional chat in order to provide current and accurate response data to queries and comments.
• Other tasks and/or duties as assigned by leadership.

Knowledge Skills and Abilities

Required knowledge and experience:
• Advanced knowledge and experience with Windows imaging and provisioning.
• Hands on experience with hardware and software troubleshooting.
• Intermediate operational and/or functional knowledge of Macintosh OS X imaging and/or provisioning.
• Working knowledge of Group Policy Objects and Active Directory practices and principle including inheritance.
• Significant experience operating a Desktop Management resource such as Ivanti LANDesk (preferred) or SCCM.
• Experience and/or advanced understanding of non-destructive remediation practices for virus and malware detection/infection.
• Experience delivering service from a distance with tools such as Windows Remote Desktop, LogMeIn, Bomgar (preferred), and/or Apple Remote Desktop.
• Experience delivering in person support for technical issues.
• Experience leading in a technical environment on projects and or tasks collections.
• Functional understanding of ITIL practices and terminology.
• Demonstrable ability to communicate effectively both verbally and in writing.

Preferred knowledge, experience, and abilities:
• Advanced functional and administrative experience with Ivanti LANDesk, including patch management, provisioning, and asset lifecycle.
• Advanced understanding and/or training in ITIL practices and methods.
• Experience deploying and managing a disk encryption program for enterprise operations.
• The ability to remain calm in tense and/or stressful situations.
• The ability to organize and/or distribute tasks in order to achieve optimal efficiency and effectiveness.

Posting Detail Information

Open Date
Close Date
Open Until Filled Yes
Special Instructions to Applicants

Please check to see which documents (i.e., resume, CV, cover letter, list of references, recommendation letters, etc.) are associated with this posting. Prior to applying for the position, prepare the electronic versions of these documents to upload or to “copy and paste” when prompted. You will not have the opportunity to attach them after you apply. An official copy of your transcript may be required upon hire for this position. All positions will be open until an adequate applicant pool has been reached. Applicants must meet the posted minimum qualifications for the position at the time of completing and submitting an application.

Clayton State University is committed to providing equal employment opportunity to all qualified applicants, without discrimination on the basis of race, color, national or ethnical origin, age, disability, gender, religion, sexual orientation or veteran status, as a matter of University policy and as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, AREA, ADA, E.O. 11246, and Rev. Proc. 75-50). For questions or more detailed information regarding this policy please contact the Clayton State University Office of Human Resources at (678) 466-4230.

Supplemental Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents