In three to five sentences, please briefly describe the job’s primary purpose to the department.
Job Summary
System Support Engineers are assigned a primary role and share responsibility for the administration of department-specific non-enterprise services.
The Windows Systems Support Engineer is responsible for the management of technical systems that support the Windows endpoint computing environment. This position coordinates with other members of User Services and all ITS teams to ensure high quality response to incidents and service requests. This position is an important component of ITS operations, often working in partnership with the Technology Services Desk, Classroom Technology, 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 Qualifications
Bachelor’s Degree [Candidates who have not attained a four-year degree may substitute four years of professional experience.]
At least 5 years of Windows technical support experience
At least 5 years of experience using and supporting KACE Systems Management Appliance and Systems Deployment Appliance (or similar)
Select the level of experience needed to successfully start the position and accomplish the essential duties of this job.
Five years or more
Preferred Qualifications
Preferred Qualifications
At least 5 years of Windows technical support experience.
At least 2 years of experience managing virtual desktops using VMware (or similar).
Relevant Microsoft certifications (within the last 3 years).
Experience managing computer and group policy objects in Active Directory.
Experience working in an information technology environment within a higher education setting.
Experience using one or more of the following scripting languages: batch, shell, Python or other programming languages such as C, C#, Java, or Ruby.
FLSA Category
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
Windows operating system management
Develops, deploys, and maintains scripted Windows system installations and images for both physical and virtual computers.
Develops processes or tools to automate the migration of user data during computer replacements.
Percentage Of Time
25
Responsibility
Endpoint systems administration
Tests and deploys operating system and application (third party) updates and patches to all non-server Windows endpoints.
Uses scripted commands to perform application installations and configuration changes/removals related to endpoint administration.
Responsible for managing computer and group policy objects in Active Directory.
Percentage Of Time
25
Responsibility
Support
An escalation point for endpoint issues, assists the Technology Services Desk team with a range of complex technical issues.
Performs root cause analysis on reported problems and provides permanent solutions.
Percentage Of Time
20
Responsibility
Server management
Alongside the other Systems Support Engineers, maintains and performs administration of servers and systems including PaperCut, Sassafras Keyserver, remote support, privileged access management, WebCheckout, and other license managers.
Percentage Of Time
15
Responsibility
Student use computers
Alongside the other Systems Support Engineers, maintains physical computer endpoints in student labs and classrooms to ensure system reliability. This includes the lifecycle replacement of those endpoints.
Percentage Of Time
10
Responsibility
Project-specific expertise
Serves as a technical resource and subject matter expert on projects that impact systems and services supported by the Systems Support Engineers. Includes contributing to the development of project plans, and completing assigned tasks in accordance with the project plan deliverables and expectations.
Research
Researches and implements new and thoughtful technologies and processes that will improve the user experience and respond to changing needs of users.
Documentation
Ensures processes and procedures are documented and regularly updated. Uses the ServiceNow Platform to track and update incidents, changes, and service requests.
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?
Yes
If yes, then check all that are supervised by this position.
Supervise Student Staff
Yes
If you supervise student staff, enter approximately how many and the total hours? (e.g., 2 students/XX hours)
2
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.
Supervise/manage/direct the selection, training, development, appraisal and work assignments of personnel.
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.
Experience using one or more of the following scripting languages: batch, shell, Python or other programming languages such as C, C#, Java, or Ruby.
Essential Responsibility percentage of time needs to equal 100%
Uses the ServiceNow Platform to track and update incidents, changes, and service requests.
(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:
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