Job Details

Job Title: Technical Engineer (IT-User Support Services) - IL USA

Department: Client Services

Work Location: ALL SITES

Duties: Technical Engineer (IT-User Support Services & PC Assets) Under the direction of the Manager of User Support Services, the Technical Engineer is a member of the User Support Services Technical team. This position maintains and installs advanced high-level client service systems, such as VDI, SCCM, AD, JAMF, Unfollow settings, Life-Cycle Management, Print management systems, classroom technologies, and much more. Responsibilities include troubleshooting, installation, diagnosing, and repairing of computing devices As part of the USS Technical Team, they provide both 1st and 2nd level end-user support for technology hardware and applications.

Summary – Essential duties may include the following. Other duties may be assigned.

1. Provides superior customer service.
2. Identifies new approaches to solving issues and improving processes with technology.
3. Provides for the installation and testing of technological equipment for curriculum and administrative use, the loading, configuring of operating systems, patching, and upgrades and updates on equipment.
4. Recommends the selection, installation, and use of appropriate software and operating systems.
5. Responsible for the execution of college computing governance and client security.
6. Assists personnel and other departments in the training of faculty and staff on hardware and software.
7. Completes repairs, upgrades, and Life Cycle Management of all computing devices.
8. Is an expert in using the IT service management (ticketing) tool.
9. Maintains asset tracking and documentation.
10. Follows procedures for disposal and donations of hardware.
11. Significant amount of lifting and installing of devices (ie. Computers, printers, copiers, etc…)
12. Maybe be required to assist users anywhere on campus, including remote sites.
13. Troubleshoots all customer service calls, walk-ins, trouble tickets/email.
14. Uses remote access tools for troubleshooting.
15. Uses and understands all USS troubleshooting tools and methods fluently.
16. Responsible for completing day-to-day tasks and field tickets.
17. Maintain academic classroom lab software and images.
18. Responsible for multiple support servers, including maintenance and upgrades (including but not limited to – SCCM, Print, Microsoft, Apple, JAMF, etc.)
19. Knowledge of USS systems at an administrator level. Able to install, configure and provide training to others.
20. Maintain and configure group policies and desktop control software.
21. Responsible for testing of installs, patches, and upgrades are completed before deployment.
22. Coordinates warranty hardware problems with third-party vendors or manufacturers.
23. Assists with the duties of other IT departments as needed or directed.
24. Keeps the USS Assistant Manager informed of all issues, plans, and project updates.
25. Responsible for the deployment and testing of all approved Microsoft Office 365 applications.
26. Completes necessary testing, planning, and integration of new IT solutions for various platforms.
27. Provides advanced training needed for the engineering/Analyst/ support team for multiple systems.
28. Keeps up with necessary updates and upgrades as they become imminent in the environment.
29. Manages Apple-based and Microsoft-based systems using Jamf Pro and SCCM with updates and application deployments.
30. Completes and oversees scheduled maintenance for different systems used to manage resources with the environment.

Performs other duties as assigned.