Workstation Operations Lead - iCIT - 13483

This posting is no longer available.

ATTENTION:

The Instructional, Communication, and Information Technology (ICIT) Department seeks a Workstation Operations Lead.

JOB DETAILS:

Reporting to the Assistant Vice Chancellor, the position is responsible for leading overall lifecycle management of end user hardware and software. This includes leading the Workstation Management Team to execute the desktop imaging process, software application packaging, and print management. This position is also responsible for the procurement of IT hardware and software, vendor management, and building collaborative relationships with customers.

40%   A. Workstation Management Lead

1. Lead Workstation Management team, to perform computer imaging and setup as well as troubleshooting of end user technologies
2. Develop a quality assurance program for computer images and software prior to being released to production.
3. Create and maintain macOS images and operating systems using endpoint management suites such as Jamf Pro.
4. Configure and support the virtual (Citrix) environment.
5. Consult and coordinate with faculty, Department Chairs, and Tech Liaisons from Colleges and other departments on campus to designate standard lab images for use in academic areas and facilitate the semi-annual update process.
6. Ensure campus owned computer equipment is secured per University of Wisconsin and University of Wisconsin – Whitewater standards including physical and technical requirements.
7. Work closely with other ICIT and university groups for ongoing lifecycle management, 3rd party application support and upgrades as well as emerging technology.
8. Drive knowledge management initiatives to increase information sharing among the University.
9. Develop qualitative and quantitative reports and metrics to drive continuous improvement related to hardware and software adoption and utilization.
10. Provide detailed reports and metrics to various campus departments to aid in the planning and support of academic spaces.

40%   B. Vendor Management / Purchasing

1. Lead the Technology Purchasing team to support all end user technology purchasing needs
2. Responsible for all end user IT hardware and software purchasing contracts, relationships and the ongoing management of those.
3. Responsible for developing/directing technology purchasing team on day to day tasks and operational policies.
4. Develop and maintain an online catalog of campus supported hardware and software options for faculty and staff.
5. Develop and maintain HPSM processes for purchasing to ensure all items purchased have a defined process for necessary information to be collected and updated.
6. Develop and improve the internal chargeback process for items purchased to streamline the overall process.
7. Develop a software tracking system utilizing HPSM for workflow management.

10%   C. Incident Support

1. Investigate and resolve problems related to workstation updates.
2. Investigate and resolve problems related to the distribution of software and virus/malware protection.
3. Serve as Tier-2 support for all desktop related issues in keeping with the organizations incident and problem management escalation procedures.
4. Evaluate trends in problem and incident reporting related to the desktop environment in order to spot systemic problems or areas needing improvement.
5. Assist in development of support procedures for TSC helpdesk and other support staff to empower front-line support.
6. Develop and maintain documentation on common problems and their resolution for inclusion in internal and external knowledge bases.

10%   D. Professional Skills & Teamwork

1. Will be an active participant in following applicable safety rules and regulations including necessary training and drills.
2. Stay abreast of changing technologies through professional journals, workshops and seminars.
3. Assist management in the preparation of an annual personal and professional development plan.
4. Participate in staff meetings and assist in ICIT planning processes.
5. Participate in ICIT tasks and projects as assigned.

QUALIFICATIONS:

Minimum Qualifications:

• 5 or more years’ experience working as a desktop engineer within a large or medium sized company developing testing, implementing and maintaining imaging, packaging and deployment solution(s).
• 5 or more years’ experience working as a desktop engineer within a large or medium sized company managing macOS in a distributed, multi-site corporate environment is required, experience with Microsoft Windows is also preferred.
• 5 years of Software Distribution Experience with an enterprise management tool is required.
• Experience with the distribution of Windows and Mac workstations policies and updates.
• Experience in enterprise-scale maintenance and support of multiple macOS and Windows desktop OS versions, including software integration, Windows services and utilities such as Group Policy Administration.
• Experience in the installation, maintenance and support of the MS Office suite.
• Advanced knowledge and understanding of Image Management and Deployment.

Highly Desired Qualifications:

• Experience in Higher Education
• Experience with HP Service Manager
• Two-year degree in a technology related field
• 5 or more years’ experience working as a desktop engineer within a large or medium sized company and having experience with macOS Security in an Active Directory joined environment.
• Knowledge and understanding of ITIL model and best practices
• Knowledge of formal Change Management, Configuration Management and Release Management
• Knowledge and understanding of software development environments and tools
• Desktop Operating System Virtualization and/or Application Virtualization
• Experience with supporting the Outlook email client in an Exchange environment.
• Experience with the use of software for packaging software applications for remote installation.
• Experience with the installation and management of enterprise virus protection software.
• Experience with domain and directory services design and operation.
• Experience with workstation hardware components and drivers.
• Advanced knowledge and understanding of macOS DMG, PKG and Microsoft Installer (MSI).
• Advanced knowledge and understanding of JAMF Pro and Microsoft Deployment Toolkit (MDT).
• Advanced knowledge and understanding of Scripting (Bash, PowerShell, Visual Basic Script (VBS).
• Advanced knowledge and understanding of Directory Based Management (Active Directory, Group Policy, etc.).
• Strong customer service focus and customer service skills.

SPECIAL NOTES:

The University of Wisconsin-Whitewater is a regional comprehensive university with an enrollment of more than 12,000 students. UW-Whitewater has reached record enrollment four of the last five years and offers 50 majors in four colleges. UW-Whitewater also offers 15 master's degree programs and recently added a Doctorate of Business Administration. UW-Whitewater students achieve excellence in the classroom and on the playing field. In the 2014-15 Academic Year, UW-Whitewater was the first university in NCAA history at any level to win national championships in football, basketball and baseball in a single year. The campus offers more than 200 student organizations and is a vital economic engine for southeastern Wisconsin. UW- Whitewater is situated on 400 acres of land and has an annual budget of more than $219 million. - See more at: http://www.uww.edu/news

UW-Whitewater is part of the 26-campus University of Wisconsin System. Located in a community of 14,622 residents near the scenic Kettle Moraine State Forest in southeastern Wisconsin, Whitewater is within convenient driving distance to the metropolitan areas of Milwaukee, Madison, and Chicago.

Qualified veterans with a 30% or more service-connected disability are eligible for non-competitive appointment to permanent positions in classified civil service under s. 230.275, WI Stats. Ask the Human Resources contact listed on any job announcement for information on how to apply under this provision. Current State of Wisconsin employees are not eligible for non-competitive appointment.

The University of Wisconsin-Whitewater is an Equal Opportunity and Affirmative Action Employer, and actively seeks and encourages applications from women, people of color, persons with disabilities, and all veterans.

Wisconsin Statute 19.36(7)(b) provides that applicants for positions may indicate in writing that his or her identity should be kept confidential. In response to a public records request, the University will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wisconsin Statutes 19.36 (7)(a).

UW-Whitewater conducts criminal background checks as a contingency to employment. A criminal background check will be conducted prior to an offer of employment.

The University of Wisconsin - Whitewater requires that all employees be active participants in following applicable safety rules and regulations including necessary training and drills.

For UW-W Campus safety information and crime statistics/annual Security Report, see http://www.uww.edu/asfr. If you would like a paper copy of the report please contact the UW-Whitewater Police at 262-472-4660.

TO ENSURE CONSIDERATION:

Applications received by OCTOBER 23, 2017 are ensured full consideration. Applications received after that date may be given consideration at the discretion of the search committee. Application materials will be evaluated and the most qualified applicants will be invited to participate in the next step of the selection process.

If you have questions regarding this recruitment, or if you are not able to complete the application online due to a disability or system problem, please contact us at 262-472-1024 or hrstudent@uww.edu.

For questions regarding the position please contact:

Kathy Rettmann
Office Associate
262-472-7790
icithr@uww.edu

TO APPLY:

Only complete application packages will be considered. A complete application includes online submission of the following documents:

• Resume
• Cover Letter
• Contact information for three Professional References

The Job ID is: 13483.

Who are you?

A potential applicant who is NOT currently employed by the University of Wisconsin System, click here: UW-Whitewater External Applicants

A current employee of the University of Wisconsin System, click here: UW-Whitewater Internal Applicants

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