Primary Responsibilities (Role):
• Configure, administer and provide engineering support for all PC assets(desktops, laptops, tablets)
• Preparation and specification of PC images, including OS, enterprise-wide apps, Information Security apps, business apps, and performance tuning and optimization of the Image
• Participate in design and improvement projects for existing applications and products
• Develop technical partnerships with key support, architecture, and engineering teams
• Develop technical partnerships with key vendors and stay updated on trends, support, and products that impact our enterprise
• Administer Windows user profile management infrastructure
• Produce basic project plans, root cause analysis documents and report on progress to management
• Diagnose escalated 3rd Level Windows desktop issues and perform root cause analyses
• Participate in after-hours on-call rotation to provide support and Change Management coverage
• Create new, and improve existing support procedures and training documentation for operational support teams
• Translate business requirements into desktop hardware/software solutions, using an eye to deliver optimal user experience and keeping the environment efficient
• Focus on process optimization at engineering work intake-execution-delivery level
Work experience (Required):
• 2+ years hands on experience with desktop brokering technologies (e.g., Citrix XenDesktop)
• 5+ years hands on experience supporting desktops in a multi segmented, routed and firewalled enterprise network using TCP/IP v4
• Familiarity with Citrix XenApp
• Familiarity with advanced third party Windows user profile management tools (e.g., Appsense)
• Familiarity and understanding of Windows GPO
• 5+ years hands on experience with Windows XP, Windows 7 and related Windows registry editing
• Scripting skills (Powershell, WSH, Batch, etc.)
• Hands-on experience with enterprise system management tools (e.g., IBM Tivoli Enterprise Management, Microsoft SCCM)
Working knowledge (Nice to Have):
• Zero / thin client device engineering and administration
• Local VM engineering and administration
• Application virtualization and streaming technologies (Thinapp, App-V, Citrix XenApp, etc)
• Private cloud technologies (e.g., VMware vCD, vCAC)
• Shared storage infrastructure and protocol concepts (NAS, SAN, NFS, iSCSI)
• Microsoft Server 2008 / 2012 administration
• Microsoft Active Directory administration
• Familiarity with security technologies such as antivirus, firewalls, VPN, SSL, etc.
• Follow emerging trends in the mobile space
• Follow emerging trends in the virtualization space
General skills (Required):
• Excellent customer service skills
• Excellent verbal and written communication skills
• Excellent conceptual and analytical skills
• Excellent troubleshooting skills
• Able to follow and enhance detailed technical documentation and client/server architecture diagrams
• Ability to thrive in a fast paced environment
• Self-motivated with a friendly and collaborative attitude
• Provide leadership to the EUC support org via training and supporting their efforts through excellent engineering
• Adherence to corporate standards/problem and change management policies
• A bachelor’s degree or equivalent work experience is required
• Professional certifications are a plus (ex. MCSE, VCP, VCP-DT, CCA for XenDesktop, CCEE for Virtualization, CISSP)
