Senior Desktop Support Specialist

Additional Information:

• This position will require the proposed candidate to work on site and must reside within the Phoenix area by the start date. ***LOCAL candidates are preferred***
• The first 4 weeks will require to be in the office 5 days a week and beginning Week 5, schedule will switch to a hybrid 4+1 schedule: 4 days in the office, 1 telework day.

Project Scope:

The Senior Desktop Support Specialist provides technical hardware and software support of a complex nature across multiple business systems across PHX Sky Harbor. Currently there is one (1) vacancy. This position is responsible for mobile and end-user device support of the Aviation Department's core business systems.

Roles/Responsibilities:

• Provide 2nd level support for Aviation Technology Desktop group primary support for the and Mobility group.
• Manage the MDM environment and ensure all mobile devices are being managed. This would include developing deployment packages for business and office productivity applications and managing O/S updates, so all devices are secure.
• Maintain and reconcile monthly mobility records for all cellular lines in use and non-usage.
• Maintain normal life cycle replacement of mobile devices.
• Maintain mobility inventory records with 95% accuracy. Including assigned cellular lines, devices and accessories.
• Respond to help desk calls and trouble tickets as needed to assist team.
• Work with team to update/create updated documented processes/how-to articles for common issues, procedures, configurations, polices, etc.
• Update and maintain workstation and laptop images up and manage the images on the imaging server.
• Provide subject matter expertise on the installation and management of security patches and cumulative updates. This would include keeping the Tanium environment up to date with current patches and managing third party application patching.
• Assist Team Lead to troubleshoot and manage Mac devices in the environment.
• Work with Team Lead on Widows 11 feature updates schedules and ensure that all devices in the environment are on a supported build.
• Work with Team Lead to maintain up to date Windows images that adhere to the City of Phoenix standards.
• Manage the Tanium environment with Team Lead to include pushing application collections and patching as well as asset inventory reporting.

Mandatory Skills:

• A minimum of five (5) years of professional level experience providing technical support for system infrastructure and/or software.
• 15 credit hours in computer science or a related field.
• An equivalent combination of related experience and education may be considered.
• Working irregular hours, second and/or third shifts, weekends, holidays, and evenings is required to support 24x7 operations.
• The successful candidate must pass a Federal background check.
• Only the highest qualified candidates will be considered.
• Candidate must have excellent communication skills, as they will be providing first and second level support to internal and external personnel, including City and airline staff.
• Candidate should be able to safely lift 50 pounds.
• Must possess and maintain a valid Arizona driver's license with a clean record.
• Accurate color perception is required to safely work with electrical wiring.

Desirable Skills:

• A bachelor's degree in computer science, or a relevant field.
• A minimum of four (4) years of experience supporting more than 200 users, 2000 computers and 800+ mobile devices in a networked environment.
• Proficient in Service Now helpdesk ticketing system.
• Experience in Intune and Workspace One MDM environments.
• Experience writing technical procedures, documentation, training documents, scope of work, project plans, and status reports.