Desktop Support - Contract to Hire or Direct Hire

The Desktop Support - Endpoint Technology Lifecycle Coordinator will play a vital role in orchestrating the customers computer refresh program by managing the configuration and deployment of computers, mobile devices, and thin clients across campus. Working closely with the Field Services manager, this role will coordinate deployment strategies and transform standard processes into streamlined experiences. The position requires strong technical skills in software packaging and system administration across Windows and macOS environments, combined with the ability to build effective working relationships and maintain clear priorities.

Responsibilities

• Support the Field Services manager in executing projects such as major operating system upgrades, mass software patches, and hardware lifecycle initiatives
• Establish and track clear timelines for major deployment initiatives, ensuring projects stay on schedule while maintaining flexibility for critical adjustments
• Oversee daily computer preparation workflow, coordinating with employees to ensure proper application of software, settings, security policies, and peripheral setup

Application Packaging and Imaging:

Partner with the Field Services manager to develop and maintain effective software deployment strategies, focusing on automation and zero-touch deployment

• Package software for automated deployment through Intune and Jamf, utilizing PowerShell, Batch, and Bash scripting to configure licensing and settings during installation
• Evaluate and thoroughly test new software and major OS upgrades in non-production environments, ensuring system compatibility and compliance with change management workflows
• Collaborate with Information Security and Field Services manager to package and deploy security patches and maintain software version compliance
• Maintain a central software repository with updated installation files, licenses, and comprehensive documentation
• Coordinate with the Server team to manage regular updates and software installations for virtual desktop images utilized by faculty, staff, and students
• Partner with ITS Purchasing and Server teams to track software license renewals and maintain network license server updates

Technical Skills

• Configure and maintain desktop and laptop hardware and software, including operating systems, applications, drivers, and common peripherals (keyboards, mice, docking stations, monitors, printers, etc.)
• Use a root cause analysis approach to troubleshoot technical problems promptly and efficiently, serving as backup Tier 2 technical support for desktop, laptop, and mobile device issues
• Perform data transfer and recovery operations during refresh deployments and other system transitions
• Coordinate with external support vendors and service providers for hardware repairs and specialized technical issue remediation

Documentation and Organization

• Maintain and enhance existing technical documentation for software installation procedures, packaging processes, and standard operating procedures
• Identify opportunities to improve documentation clarity and usability based on team feedback and common support scenarios
• Track and update assigned tickets in ServiceNow according to established SLAs, ensuring clear communication of progress and resolution

Qualifications

• Bachelor s degree or equivalent experience .
• Three years of related experience.
• Certifications, such as A+, MCP, Microsoft 365 Modern Desktop Administrator Associate (or equivalent), Apple Certified, HDI, or Jamf 200 or higher.
• Minimum 1 year of application packaging and deployment experience, demonstrating:
• Experience creating and optimizing software packages using scripting languages (e.g., PowerShell, Batch, Bash)
• Track record of supporting enterprise operating systems (Windows and/or macOS)
• Strong analytical skills in understanding system dependencies and troubleshooting through log analysis
• Strong commitment to:
• Continuous improvement and quality standards
• Professional customer service and communication
• Maintaining a team-oriented mindset

Preferred Qualifications

• Proficiency in packaging applications for deployment through Jamf