Job DescriptionPosition Summary
Responsible for developing, designing, implementing and evangelizing End User Computing standards and participating in the advancement of Service Transition activities and concepts. The role includes responsibility over a full range of technologies including user workstations, tablets, mobile device management, ThinClient and VDI technologies, software deployment, enterprise monitoring platforms (Splunk, ServiceNow, etc.), OS deployment, workstation patching, OS support, systems management, and workflow automation. This position will be accountable to implement & execute tasks in the enterprise infrastructure, provide architecture and engineering solutions, develop standards and documentation for operational usage and participate with service transition activities while ensuring a positive end user experience.
Participates in service transition activities such as creation & execution of test plans, knowledgebase, how-to articles & instructions (user facing & technical) ensuring positive end user experience on new services & major system upgrades or migrations.
Responsible for management, maintenance and advancement of user endpoint standards for hardware (desktop, laptop, thinclient & mobile), OS and enterprise applications (e.g. Web Browsers, MS Office, etc.), working with other teams as necessary
Participates in development and execution of reporting and metrics for capacity, operational, economics and overall health of the user environment. Proposes improvements and long-term fixes for system availability and performance.
Responsible for maintaining and advancing user endpoint provisioning, software packaging/deployment, patch management, OS update management and related processes through the asset lifecycle working in conjunction with other teams as necessary.
Responsible for resolution of tier 2 and 3 incidents and requests including VIP and management escalations. Serves as the 3rd line escalation point for Mac issues.
Develops & maintains documentation of existing & newly created environments. Maintains standards/procedures for Knowledgebase pages. Provides technical advice and guidance to customers, enabling them to use core technologies more effectively.
Guides and cross-trains team members to adopt defined and documented processes and standards.
Participates in development and execution of the technology lifecycle & roadmap for the technologies in scope, including technology refresh and retirement strategies.
Establishes and maintains strong collaborative relationships with strategic partners from within Infrastructure & Operations, across Information Technologies and Services (ITS), Project Management, internal Business Partners, vendors and customers.
Identifies business needs and assists with development & delivery of initiatives to increase technology awareness, understanding and adoption with business partners and customers.
Responsible for the creation, maintenance and development of MacOS/builds. Works within a change management environment, to assist in the deployment of MacOS. Develops and documents OUP global MAC build policy standards.
Creates, maintains and updates JAMF Pro policies, configuration policies and deployment process. Completes required documentation in line with departmental and ISO and PCI- DSS standards to enable systems to be supported, maintained and used effectively.
Performs other related duties as assigned.
Bachelor's Degree in related field
Bachelor's Degree in the field of Computer Science/Engineering, Information Technology or similar related experience preferred. Significant relevant experience may be substituted for a degree.
Proven track record of success in the End User Computing space with 5 + years of related work experience.
3 years plus experience in OS X.
Relevant IT and/or Professional Qualifications.
JAMF CCA or JAMF 300 Apple certified Macintosh technician (ACMT).
Good understanding of encryption software – Bitlocker, FileVault.
Proven scripting capabilities.
Good knowledge of Microsoft, Windows 7, Windows 10 MAC client operating systems.
Strong working knowledge of MacOS , and Casper.
Very good understanding of end user security, and encryption.
Familiarity with ITIL framework specifically with Service Design, Transition and Operation concepts, Active Directory, LDAP, authentication and related technologies.
Proficient with: Desktop, Mobile and Server Operating Systems including associated applications and hardware peripherals; Endpoint management, provisioning, OS image engineering and deployment; Software repackaging, scripting (e.g. Power Shell Scripting, Batch Scripting, Bash, etc.) and deployment; ThinClient, Virtual Desktop Infrastructure (VDI), and virtualization technologies; Hardware and Software encryption (Bitlocker, DDPE, FileVault, etc.).
Expert level knowledge of Microsoft SCCM, MDT, WDS, JAMF, and MobileIron or related device management tools highly desired.
Understanding of Microsoft App-V, Citrix XenApp, Microsoft UEV, repackaging tools (e.g. Flexera AdminStudio), Office 365 Applications and Services highly desired.
MDM, Microsoft, Apple or related certifications (MCSE, MCITP, MCTS, ACSP, etc.) a plus.
Citrix Training (XenApp, XenDesktop) a plus.
Experience in multiple industries including Healthcare/Higher Education preferred.
Knowledge, Skills and Abilities
Ability to define, develop and maintain client management toolsets.
Ability to define build and Mac images using best practice.
Ability to capture knowledge from across the IT function and feed in to the support teams to improve support to end user.
Ability to bring to the table new innovative ideas\technologies.
Excellent communication skills with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
Demonstrated critical thinking and analytical skills.
Ability to interact with the senior leadership team, engineers, architects and all IT personnel to maintain an effective and agile operation.
Ability to develop documentation, implementation plans & operational performance metrics.
Detailed oriented and has the ability to work on multiple projects, prioritize and meet deadlines.
Ability to plan and prioritize work while responding to rapidly changing priorities.
Proven ability to work independently and under minimal direction but as an effective team player.
Ability to communicate ideas and challenge decisions in a professional and courteous manner
Strong interest in learning, problem solving, sharing information and advancing technologies with a highly collaborative approach.