Desktop Administration

Management of End-User Hardware, Software, and Services. Desk-side support services include, but are not limited to, the full lifecycle of services for end user hardware, software, accounts, and access. This also includes the installation (both standard and non-standard configurations), relocation, reconfiguration, and maintenance of desktop and office equipment and network-attached peripherals (telephony, printers, scanners, copiers, etc.). Conducting in-depth troubleshooting of escalated issues is a high priority at this level (for issues that fall beyond the initial triage and resolution of common problems to be handled by the L1/L2 Help Desk). Finally, it is critical that technicians have strong customer service skills as there will be significant direct customer interaction.

• Certifications: MS Cert Assoc/Expert, Cisco CCNA/CCNP, VMWare VCTA (or equivalent).
• General: Certified in Microsoft servers/Windows desktops/apps beyond basic level.
• Experience: 3+ years advanced troubleshooting in campus environments.

Required Skills by Responsibility

• Active Directory/Entra ID:
  • Join computers to AD; manage OU structure.
  • Modify/delete computers; Local Admin Password Solution.
  • User password changes/account unlocks.
  • Group membership changes (Distribution/Security/365 Groups).
• SCCM/Intune:
  • Desktop imaging; notify System Ops for drivers/issues.
  • Troubleshoot auto software deployments with System Ops.
• Microsoft O365 Services:
  • Identity mgmt (MFA reset/troubleshooting).
  • SharePoint/Exchange/Teams troubleshooting.
• Computer Repairs:
  • Simple part replacements.
  • Coordinate Dell service calls.
• Desktop Peripherals/Accessories:
  • Monitors, docking stations, desk phones.
  • Printers, headsets, external drives, keyboards/mice.
• Asset Management:
  • Asset tagging/tracking.
  • Lifecycle replacement scheduling.
• End-User Data:
  • File recovery (Shadow Copy).
  • File transfers.
• Print Management:
  • Print queues; secure printing.
  • Printer hardware maintenance.
• Windows Upgrades:End-user device Windows upgrades.
• Ethernet Cabling:
  • Terminate RJ45 jacks/CAT5/6 patch panels.
  • Create straight-thru/crossover cables.
  • Use Fluke ethernet testing tools.

One or more of the following intermediate technical certifications or equivalent: MS Cert Assoc/Expert, Cisco CCNA/CCNP, VMWare Cert Tech Associate (VCTA)". 3+ years advanced troubleshooting: MS servers/desktops (AD/Entra, SCCM/Intune imaging), O365/Teams/Exchange, hardware repairs, Ethernet cabling, asset mgmt.