Systems Engineering Specialist I (Systems Imaging & Server Management)
Job Description
Position Information
Position Title
Systems Engineering Specialist I (Systems Imaging & Server Management)
Position Number
Department
Information Technology Service
Reports to (Title)
Director of User Services
Seated Employee
Employee First Name
Employee Last Name
Job Summary
In three to five sentences, please briefly describe the job’s primary purpose to the department.
Job Summary
The Systems Engineering Specialist is a member of the Systems Engineering Team and is primarily responsible for the development, deployment, and maintenance of Windows and macOS images for physical and virtual environments; and the management of tools used when deploying new systems. In addition, the specialist shares responsibility for the administration of department-specific non-enterprise services and endpoint systems provided by the Systems Engineering Team.
The Systems Engineering Specialist will coordinate with other members of the User Services team to ensure high quality response to incidents, service requests, and general inquiries. This position is an essential component of ITS operations, often working in partnership with Core Services, Network Services, Information Security, and Enterprise Systems Teams.
Position Summary Information
Select the level of education needed to successfully accomplish the essential duties of this job.
High school diploma or general education degree (GED)
If a specific degree, certification, license, or registration is necessary, please list.
Required experience:
3 years managing and deploying the Apple macOS operating system and Microsoft Windows operating system images using systems such as Quest KACESMA, SDA and Jamf
Preferred:
Microsoft Certified Solutions Expert (mobility)
Apple Certified Technical Coordinator
Jamf Certified Administrator/Expert
Select the level of experience needed to successfully start the position and accomplish the essential duties of this job.
Three years or more
Preferred Qualifications
Beneficial experience:
Installation, configuration, and system administration of workstations and servers.
Supporting Windows and macOS operating systems
Supporting Windows, macOS and Linux network print queues on HP and Ricoh devices
Administrating license management systems (e.g., Sassafras Keyserver, FlexLM, and iLok)
Working in an information technology environment in a higher education setting
Using VMWare Virtual Desktop Infrastructure
FLSA Category
Non-Exempt
Staff/Faculty
Staff
Employment Status
Full-Time
Employment Category
Regular
Essential Staff (emergency situations)?
No
On-Call?
Yes
Essential Responsibilities
List the job’s most important responsibilities. There are probably no more than six of these. Also indicate the approximate percent of time spent on each job function. (Note: Do not record how the job responsibilities are carried out.)
Essential Responsibility percentage of time needs to equal 100%
Responsibility
System Image Management
• Development, deployment and maintenance of Windows and macOS system images.
• Manage and support deployment tools used by User Services team members.
• Create and manage virtual desktops images
Percentage Of Time
50
Responsibility
Server Management
• Participate in the maintenance and administration of servers and systems including PaperCut, KACESMA and SDA, Jamf, WebCheckout, Sassafras Keyserver and license managers.
Percentage Of Time
20
Responsibility
Management of student-use shared endpoint computing devices
• Monitor the health of computer endpoints in student labs and classrooms to ensure system reliability.
• Lifecycle replacement of endpoints.
Percentage Of Time
10
Responsibility
Escalated technical support delivery
• Utilize ServiceNow Platform to track and update incidents and service requests.
• Serve as a Tier 3 escalation point for Windows and Mac endpoint issues, assisting Tier 1 and 2 technicians with a range of complex technical issues.
• Perform root cause analysis on reported problems and provide solutions.
Percentage Of Time
10
Responsibility
Research
• Research and implement new and thoughtful technologies and processes that will improve the user experience and respond to changing needs of the user.
Percentage Of Time
5
Responsibility
Documentation
• Document processes and procedures
Percentage Of Time
5
General Responsibilities
General Responsibilities
(1) Maintain regular attendance in accordance with department policy.
(2) Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
(3) Understand and comply with the policies of the College Staff Handbook.
(4) Demonstrate commitment to customer service. Establish effective relationships with internal and external customers and respond to their needs.
(5) Perform duties as a team member in a manner supportive of department and College procedures, policies and goals.
(6) Protect confidentiality of College information.
(7) Provide leadership to others through example and sharing of knowledge/skill.
(8) Communicate with others in a courteous and helpful manner.
(9) May be asked to fill positions considered essential during weather emergencies or other events requiring special staffing.
(10) Perform other duties as assigned.
Supervisory Responsibilities
Does this job have supervisory responsibilities?
No
If yes, then check all that are supervised by this position.
Supervise Student Staff
No
If you supervise student staff, enter approximately how many and the total hours? (e.g., 2 students/XX hours)
Supervise Non-Exempt Staff
No
If you supervise non-exempt staff please enter the number.
Supervise Exempt Staff
No
If you supervise exempt staff please enter the number.
Select the level of supervision that this position provides.
Supervision Received
Select the level of supervision that this position receives from their supervisor.
Direction: receive guidance with respect to general objectives; in the majority of tasks and projects assigned, determine methods, work sequence, scheduling, and how to achieve objectives of assignments; operate within specific policy guidelines.
Computer Operations
Please check one of the following
Utilize complex computer operations (intermediate programming, relational databases, and operating systems) and advanced features of software packages (word-processing, spreadsheet, graphics, etc.)
Travel
Please check one of the following
Minimal overnight travel (up to 10%) by land and/or air.
Essential Function Analysis
Accurate identification of essential and marginal functions and the time required is important for making a variety of personnel decisions, including recruitment, hiring, performance evaluation, discipline, training and accommodation. The analysis explains the components of the job by identifying who, what, why, how much, and when.
Essential functions are those functions that individual must be able to perform either unaided or with the assistance of a reasonable accommodation. A job function may be considered essential if it meets one of the following criteria:
the position exists for performance of the function;
a limited number of employees can perform the function, and it, therefore cannot be reassigned;
the function is specialized and requires certain expertise to perform it.
Many jobs will also have marginal functions. Marginal functions are those that may be performed by the position but are not tasks critical to job success, can be completed in a number of ways by a variety of people, and are not the primary functions for which the position exists.
Mental/Cognitive Requirements
How much on-the-job time is spent in the following mental/cognitive activities? Show the amount of time by checking the appropriate boxes below.
The Systems Engineering Specialist is a member of the Systems Engineering Team and is primarily responsible for the development, deployment, and maintenance of Windows and macOS images for physical and virtual environments; and the management of tools used when deploying new systems. In addition, the specialist shares responsibility for the administration of department-specific non-enterprise services and endpoint systems provided by the Systems Engineering Team.
The Systems Engineering Specialist will coordinate with other members of the User Services team to ensure high quality response to incidents, service requests, and general inquiries. This position is an essential component of ITS operations, often working in partnership with Core Services, Network Services, Information Security, and Enterprise Systems Teams.
Required experience:
3 years managing and deploying the Apple macOS operating system and Microsoft Windows operating system images using systems such as Quest KACE SMA, SDA and Jamf
Preferred:
Microsoft Certified Solutions Expert (mobility)
Apple Certified Technical Coordinator
Jamf Certified Administrator/Expert
Beneficial experience:
Installation, configuration, and system administration of workstations and servers.
Supporting Windows and macOS operating systems
Supporting Windows, macOS and Linux network print queues on HP and Ricoh devices
Administrating license management systems (e.g., Sassafras Keyserver, FlexLM, and iLok)
Working in an information technology environment in a higher education setting
Using VMWare Virtual Desktop Infrastructure
Essential Responsibility percentage of time needs to equal 100%
System Image Management
• Development, deployment and maintenance of Windows and macOS system images.
• Manage and support deployment tools used by User Services team members.
• Create and manage virtual desktops images
Server Management
• Participate in the maintenance and administration of servers and systems including PaperCut, KACE SMA and SDA, Jamf, WebCheckout, Sassafras Keyserver and license managers.
Management of student-use shared endpoint computing devices
• Monitor the health of computer endpoints in student labs and classrooms to ensure system reliability.
• Lifecycle replacement of endpoints.
Escalated technical support delivery
• Utilize ServiceNow Platform to track and update incidents and service requests.
• Serve as a Tier 3 escalation point for Windows and Mac endpoint issues, assisting Tier 1 and 2 technicians with a range of complex technical issues.
• Perform root cause analysis on reported problems and provide solutions.
Research
• Research and implement new and thoughtful technologies and processes that will improve the user experience and respond to changing needs of the user.
Documentation
• Document processes and procedures
(1) Maintain regular attendance in accordance with department policy.
(2) Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
(3) Understand and comply with the policies of the College Staff Handbook.
(4) Demonstrate commitment to customer service. Establish effective relationships with internal and external customers and respond to their needs.
(5) Perform duties as a team member in a manner supportive of department and College procedures, policies and goals.
(6) Protect confidentiality of College information.
(7) Provide leadership to others through example and sharing of knowledge/skill.
(8) Communicate with others in a courteous and helpful manner.
(9) May be asked to fill positions considered essential during weather emergencies or other events requiring special staffing.
(10) Perform other duties as assigned.
Essential functions are those functions that individual must be able to perform either unaided or with the assistance of a reasonable accommodation. A job function may be considered essential if it meets one of the following criteria:
-
the position exists for performance of the function;
-
a limited number of employees can perform the function, and it, therefore cannot be reassigned;
-
the function is specialized and requires certain expertise to perform it.
Many jobs will also have marginal functions. Marginal functions are those that may be performed by the position but are not tasks critical to job success, can be completed in a number of ways by a variety of people, and are not the primary functions for which the position exists.No documents have been attached.