"Deployment and Field Analyst - Information Technology Services - University at Albany"

Job Description

This position is responsible for management and oversight of operational and project activities related to all University-owned workstation deployments including those for faculty, staff, departmental offices, classrooms, conference rooms, and research spaces at all University campuses, leased properties, and other locations. The Deployment and Field Analyst will lead the Deployment Team to ensure effective and efficient workstation deployment operations, including deployment of requisite software, connection of peripherals, and all end user support activities related to new and/or replacement workstation deployments. The Analyst will integrate new technologies and pursue continuous improvement of workflows and workstation deployment activities. Work will be managed through service management, operations, and project tools.

The Deployment and Field Analyst supervises the Deployment Team, comprised of Field Support Specialists and students. The Deployment Team will expand to include additional staff and/or students as needed to meet deadlines or surges in work volume.

As a member of the Field Support Group (FSG), this position will also provide Tier 2 tech support, end user support, event support, troubleshooting, and consultation for endpoints and endpoint applications for all ITS services. This includes providing support for workstations, workstation operating systems and applications, printers and other peripherals, AV technology, network connectivity, and network jack activations, etc.

Primary Responsibilities:

• Manage and Oversee Workstation Deployment Operations
  • Serve as project manager for any workstation cyclic replacement projects
  • Oversee all workstation deployments defined within the scope of any projects, service request tickets, or cyclic replacement operations tickets
  • Schedule and oversee the work of the members of the Deployment Team
  • Ensure deployment activities move effectively and efficiently following all workflows, and
    • Ensure timely execution of pre-deployment activities
    • Confirm storeroom inventory will meet projected deployment needs
    • Deploy workstations as a team member, as needed
  • Manage tickets and projects to ensure all work is completed in alignment with scheduled dates, service level agreements, and operating level agreements
  • Ensure the asset inventory is updated, accurate, and complete for every workstation deployment
  • Minimize deployment impact on teaching, learning, research, and fac/staff work
  • Work closely with and under the guidance of the Desktop and Mobile Computing Manager
  • Work closely with the Desktop and Mobile Computing Specialists throughout the workflow to ensure effective customer service and communications
  • Keep service managers informed of projections and progress
• Lead and manage direct reports/team providing guidance, support, and performance feedback to assure goals, programs, activities, and personnel practices are consistent with and contribute to the University's mission. Lead employees for maximum performance and dedication, fostering a positive and productive work environment. Complete performance management feedback and goals timely and per requirements, offering constructive feedback and developing improvement plans.
• Field Support Specialist Role Activities
  • Participate in operational activities, service delivery, and project work as a member of the Field Support Group
• Other reasonable duties as assigned

Functional and Supervisory Relationships:

• Reports to Manager, Field Support Group
• Supervises the following positions:
  • 2 Field Support Specialist positions (SL-3s) and 5-10 students

Job Requirements:

Minimum Qualifications:

• Bachelor's degree from a college or University accredited by the US Department of Education or internationally recognized accrediting organization.
• Minimum three years of experience overseeing workstation deployments
• Demonstrated experience with Windows OS and software installation, configuration, and remediation.
• Minimum three years of experience identifying, troubleshooting, and resolving incidents and problems related to workstations, software, peripherals, network, and/or AV technology.
• Applicants must demonstrate an ability to develop inclusive and equitable relationships within our diverse campus community
• Applicants must demonstrate an ability to support diversity, equity, access, inclusion, and belonging relative to their role

Preferred Qualifications:

• Experience working directly with users to troubleshoot and resolve incidents related to workstations, software, peripherals, and the network.
• Minimum 2 years of experience supervising staff.
• Working knowledge of remote tools related to endpoint management systems like MECM (Microsoft Endpoint Configuration Manager) and/or JAMF
• Experience working effectively and efficiently under pressure and meeting deadlines, as needed.
• Experience using tools for ticket, work, and project management
• Experience working in a college or university IT unit or other large, enterprise IT environment

Working Environment:

• Must be able to transport equipment weighing up to 80 pounds.
• Position requires considerable movement across campus locations and long periods of standing and/or walking,
• Required to move to connect and disconnect equipment not always readily accessible.
• Must have the ability to reliably travel to and from assigned site visit locations.

Additional Information:

This is a promotional opportunity for current UAlbany employees.

Eligibility for Consideration:

• You must be employed at the University at Albany campus.
• You must be in a State-funded UUP professional position (MC employees are not eligible).
• You must have a permanent, term, or probationary appointment. Only temporary employees employed by UAlbany for three or more consecutive years can be considered eligible.

For details concerning the University's Promotion Policy for Professional Employees, please see HR Memorandum 88-4.

Professional Rank and Salary Grade: Senior Programmer/Analyst, SL4, $88,000.

Special Note: Visa sponsorship is not available for this position. If you currently need sponsorship or will need it in the future to maintain employment authorization, you do not meet eligibility requirements. Additionally, please note that UAlbany is not an E-Verify employer.

Please apply online via http://albany.interviewexchange.com/candapply.jsp?JOBID=196792