Windows Systems Support Engineer

Job Description
Position Information
Position Title Windows Systems Support Engineer
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
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.
Analyzing information or data 1/3 to 2/3
- Essential or Marginal? Essential
Effective communication skills Over 2/3
- Essential or Marginal? Essential
Composing & comprehending communication materials Over 2/3
- Essential or Marginal? Essential
Establishing effective interpersonal relationships Over 2/3
- Essential or Marginal? Essential
Adjusting to changes (work load, environment, department structure, etc.) Over 2/3
- Essential or Marginal? Essential
Using logic to define problems, collect information, establish facts, draw valid conclusions, etc 1/3 to 2/3
- Essential or Marginal? Essential
Making decisions of moderate to substantial consequence 1/3 to 2/3
- Essential or Marginal? Essential
Performing mathematical calculations Under 1/3
- Essential or Marginal? Marginal
Editing reports or technical materials Under 1/3
- Essential or Marginal? Marginal
Planning and organizing (work load, schedules, events, etc.) 1/3 to 2/3
- Essential or Marginal? Essential
Handle stressful, emotional and/or frustrating situations Over 2/3
- Essential or Marginal? Essential
Working with numerous distractions Over 2/3
- Essential or Marginal? Essential
Working under a time pressure and within timelines/deadlines 1/3 to 2/3
- Essential or Marginal? Essential
Coordinating work with others 1/3 to 2/3
- Essential or Marginal? Essential
Handling multiple assignments and priorities Over 2/3
- Essential or Marginal? Essential
Completing work in an accurate manner Over 2/3
- Essential or Marginal? Essential
Concentrating - maintaining attention to details and task Over 2/3
- Essential or Marginal? Essential
Memory functions (remembering names, details and procedures) Over 2/3
- Essential or Marginal? Essential
Physical Requirements
How much on-the-job time is spent in the following physical activities? Show the amount of time by checking the appropriate boxes below.
Remaining in a stationary position Under 1/3
Traverse/move locations 1/3 to 2/3
Ascend or descend between floors Under 1/3
Reach with hands and arms Under 1/3
Ascend or descend ladder None
Position self to access small or restricted spaces Under 1/3
Communicate or exchange information Over 2/3
Detect specific flavors or odors Under 1/3
_
Does this job require that weight be moved or force be exerted? If so, how much and how often? Check the appropriate boxes below.
Weight lifted or force exerted: up to 10 pounds (with or without assisted device) 1/3 to 2/3
Weight lifted or force exerted: up to 25 pounds (with or without assisted device) 1/3 to 2/3
Weight lifted or force exerted: up to 50 pounds (with or without assisted device) None
Weight lifted or force exerted: up to 100 pounds (with or without assisted device) None
Weight lifted or force exerted: more than 100 pounds (with or without assisted device) None
Please check one of the following Light physical activity performing non-strenuous daily activities.
Does this job have any essential vision requirements? Check all that apply. Close vision (clear vision at 20 inches or less)
Work Environment
How much exposure to the following environmental conditions does this job require? Show the amount of time by checking the appropriate boxes below.
Wet or humid conditions (non-weather) None
Extreme cold (non-weather) None
Extreme heat (non-weather) None
Outdoor weather conditions Under 1/3
Work near moving mechanical parts None
Work in high, precarious places None
Air Contamination (i.e., dust, fume, smoke, toxic conditions, disagreeable odors) None
Toxic or caustic chemicals None
Work with explosives None
Risk of electrical shock Under 1/3
Vibration (i.e. operating jackhammer, impact wrench) None
Risk of radiation None
Confined Spaces Under 1/3
Please check one or more of the following locations where this job would work Well-lighted, heated and/or air-conditioned indoor setting with adequate ventilation.
How much noise is typical for the work environment of this job? Check the appropriate level below. Moderate noise (examples: business office with computers and printers, light traffic)
Additional Information
Include any other physical, mental or environmental information that will aid in the preparation of an accurate description of this job.
Position Documents

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