Technology Support Coordinator
Job Description Summary:
Job ID: 5435 - Unclassified - FT (Salaried)
The Technology Support Coordinator functions as a senior resource for managing the systems and relevant infrastructure components that provide desktop and mobile management services, imaging and software deployment, and software virtualization in a complex networked environment.
- Provide support to distributed technology support staff in areas related to desktop, tablet and mobile computing, including assistance with group policy, and use of system management platforms (e.g. SCCM and JAMF Pro); work cooperatively to understand technical needs, develop management solutions, and provide in-depth troubleshooting in a complex networked environment. Plan and implement changes and upgrades. Plan for system management capacity.
- Provide in-depth troubleshooting at a Tier II or Tier III level on desktop, tablet and mobile operating systems, printing, file storage, common departmental applications in a remote support environment; provide root cause analysis and develop solutions to prevent future problems.
- Working with procurement, assist with site licensed software renewals, maintain vendor licensing knowledge, and maintain licenses on a central licensing server. Maintain knowledge of and document vendor licensing portals, maintain awareness of for software upgrades; plan for any major changes to software versions or licensing.
- Document solutions and work to provide excellent service and initiatives in the Knowledge Center Support Repository. Create and maintain support documentation that is publicly available to assist students, faculty and staff. Create and maintain standard operating procedures for use by other support staff.
- Installation, configuration and user management of software delivered through virtualization (e.g. View Desktop, RemoteApp). Maintain infrastructure supporting desktop virtualized environment, including capacity planning, some server management, and knowledge of networking. Consult with departments to determine application virtualization needs.
- Identify opportunities, researches and recommends new technologies, processes or models that elevates desktop/tablet/mobile management services at the university.
- Understand security principles as it relates to desktops, tablets, mobile devices. Maintain security awareness related to systems providing services consumed by end users. Assist with remediation of security concerns.
- Use prescribed Incident, Change and Problem management systems.
- Actively participant on projects as needed involving departmental or cross-functional teams. May serve as Client Engagement lead for designated department.
- May teach 1 credit bearing course, per semester, and with departmental approval.
- Perform other related duties and responsibilities as required or assigned
• Demonstrated experience supporting current versions of Windows, Mac and mobile operating systems. Experience troubleshooting complex issues, including identifying problems within the infrastructure (firewall, network, servers).
• Demonstrated experience using and maintaining SCCM and JAMF Pro or equivalent system management utilities. Serve as lead engineer for system management utilities.
• Demonstrated familiarity with Active Directory Group Policy Management, included AGPM. Assist other support staff in the creation of, and troubleshooting of Group Policy.
• Demonstrated experience with imaging technologies and software packaging, supporting more than 100 applications.
• Ability to analyze causes of client problems, generate solutions and communicate findings to users and managers. Participate on Major Incidents as needed.
• Experience managing software licenses, vendor management. Server certificate management.
Require Bachelor’s Degree earned by date of hire and 6+ years of relevant experience.
Any equivalent combination of education and/or experience providing the knowledge/skills/abilities listed above may be substituted. Experience in these knowledge/skills/abilities may be earned concurrently.
The University is committed to equal opportunity, affirmative action, and eliminating discrimination and harassment. Miami University does not discriminate on the basis of age, color, disability, gender identity or expression, genetic information, military status, national origin, pregnancy, race, religion, sex, sexual orientation or protected veteran status in its application and admission processes, educational programs and activities, facilities, programs or employment practices. Requests for reasonable accommodations/or disabilities related to employment should be directed to ADAFacultyStaff@MiamiOH.edu or 513-529-3560. Miami University's Annual Security and Fire Safety Report with information on campus crime, fires, and safety may be found at: http://miamioh.edu/campus-safety/annual-report/. Hard copy available upon request. A criminal background check is required. All campuses are smoke and tobacco free campuses