User Computing Administrator II (IT Service Desk)

JOB DESCRIPTION AND / OR DUTIES 

1. User Support:  Resolves end user support requests related to the user computing environment in accordance with establish best practices and procedures.  Diagnoses and solves operating system, network and application problems with user computing environments. Assists with development and maintenance of user computing training materials and systems documentation for educating end users and new IT staff. Documents resolution of requests in the service desk tracking software.
2. User Equipment Management:  Deploys desktops, laptops, thin clients, printers, scanners and other end user equipment, including configuration of hardware and operating systems as well as installation of standard and custom applications in accordance with established best practices and procedures. Ensures proper licensing is in place for all software installed. Assists with the creation and maintenance of images for desktop and laptop systems. Assists with monitoring and testing of system performance; provides statistics and reports. Maintains current knowledge of user computing technology.
3. Computer Security: Assists in maintaining the security of the user computing environment. Reviews and deploys new Windows service packs, hot fixes, system updates, and other vendor-supplied patches according to best practices. Implements and executes corporate-wide anti-malware plan, updating security software through automated and manual means on a regular basis or as needed.
4. Systems Management Administration: Assists with systems administration tasks for corporate user computing management systems including desktop, software and patch management systems, imaging systems, desktop backup systems and development of Active Directory Group Policy. Uses corporate software distribution system to ensure timely software updates, including security updates and patches. Assists with management of corporate image server to ensure accuracy of standard corporate desktop/laptop images. Defines and performs desktop system backups and recovery procedures to ensure full data retrieval.  Assist with implementation of Active Directory Group Policy used to configure and manage corporate user systems.
5. Corporate Database and Special Purpose Systems Administration: Assists with maintenance of databases to house corporate computing information. Coordinates with other staff to support corporate special purpose systems including library reference systems, payroll, etc.
6. Projects: Participates as a team member with management, other team members, and end-users on projects; executes project tasks according to plan and schedule.
7. Performs other duties as assigned.

JOB REQUIREMENTS 

1. Education: Bachelor’s degree in Computer Science, Engineering, or related field or equivalent experience required. Security+ or other approved DoD 8570 IAT II security certification within 3 months of hiring.
2. Experience: Minimum of 4 years of user computing administration or equivalent experience required.
3. Skills:
   • Technical skills including good understanding of standard desktop operating systems (Windows, Mac, etc.), standard desktop applications (Microsoft Office, Outlook, Adobe Acrobat, etc.) and desktop management systems (SCCM).
   • Basic knowledge of server (NetWare, Windows server, email system, Active Directory) and network technology (TCP/IP, DHCP, DNS, etc.).
   • Basic understanding and practical application of desktop imaging software.
   • Strong interpersonal and customer service skills are required for interfacing with department members, internal customers, and vendor representatives; good information organization skills; ability to write clear, concise, and accurate documentation and provide training.
   • Demonstrated initiative and ability to work well with others; excellent customer service skills
   • Willingness to work and stay current with new technologies and work overtime on the occasion when required;
   • Good oral and written communications skills.
4. Other: Able to lift 30 lbs. (e.g. computer and AV equipment), able to walk (to end user stations) and bend (to install and connect equipment). 
5. Clearance & Certifications: Ability to obtain and maintain a Secret Security Clearance. Ability to obtain and maintain Security+ or other approved DoD 8570 IAT II security certification within 3 months of hiring.