IS Technical Services Senior - PROJECT  #4248

Workstation Management

Cert #: 4248


IS Technical Services Senior - Project
Posting Date: July 15, 2013

There is a IS Technical Services Senior- Project vacancy in the Office of Instructional, Communication & Information Technology.  The work schedule for this
full-time, year-round position is Monday through Friday, 7:45 a.m. – 4:30 p.m.

The salary for this position is between $22.247 and $36.708/hr plus excellent benefits.  The starting salary will be dependent upon a number of variables which may include: qualifications and skills, equity within the department and available budget.

Interested candidates should submit a resume and three (3) supervisory references to Stephanie Hartmann, HR&D, 800 W. Main St., Hyer 330, Whitewater, WI 53190; email hartmans@uww.edu; or fax 262-472-5668.


Position Summary: The position is responsible for managing workstation software distribution and services at UW-Whitewater for both, Windows and Mac platforms. This includes designing standard images based on the campus-wide and departmental needs, packaging, testing and distributing applications, troubleshooting issues associated with workstation software, and leading university-wide software rollouts such operating systems releases, browser releases and office productivity software.
The position works under the general supervision of the User Support Manager in ICIT. 

60% A. Workstation Management
A1. Develop and maintain the s software images used for office and lab workstations.
A2. Create standard desktop configurations and automated software packages to ensure the enterprise desktop systems can be supported and patched, using Zenworks and Casper tools
A3. Prepare and test software packages for distribution.
A4. Configure and apply workstation polices, group policies, Windows and software updates.
A5. Configure and apply the distribution of virus and malware protection.
A6. Monitor the virus protection statistics and status on a regular basis.
A7. Monitor the distribution of software applications, anti-virus/malware tools, policies, and updates for completeness and effectiveness.
A8. Implement and maintain the comprehensive testing environment that will become the standard for evaluating desktop hardware, operating systems and hosted applications, service packs and patches, security configurations and image deployment.  Schedule and report on the execution of the testing and validation effort as part of a formal release management process.
A9. Configure and maintain the database and tools for software and hardware inventory.
A10.Maintain environment for ICIT staff to generate asset inventory reports.
A11.Collaborate with the Desktop Support Team and the Server Administrators responsible for managing the tools for software distribution, on the documentation and implementation of the process and procedures for the enterprise desktop environment that provides management with an accurate inventory of hardware, applications, operating systems and respective licensing,
A12.Perform Quality Assurance testing of packages, application configurations, images and configuration performance using manual and automated testing tools.
A13,stay abreast of new software releases and formulate plans and strategies for keeping workstation software current. Propose upgrade schedules for major releases in conjunction with management and customers.
A14.Assist in research, development, testing and support of software delivery models that support delivery to mobile devices or personally owned hardware. Assist in testing to ensure that UW-W services are usable on a wide range of consumer devices.
A15.Assist service owners in testing upgrades and service changes to ensure that new releases of UW-W services are fully interoperable with desktop software and client configurations deployed in the UW-W environment.
A16.Assist Information Security Officer in performing desktop security environment assessments including vulnerable software assessments, sensitive data scans, compliance evaluations and other desktop security audit and review functions.
A17.Work closely with iCIT training and customer consulting staff to understand how enterprise software packages are used by our customers. Understand capabilities of new software releases to suggest areas of functionality that may be beneficial to campus.
A18.Assist in development of documentation and communications relating to the desktop software environment including service agreements, service descriptions, usage instructions and frequently asked questions.
A19.Research new technologies and methodologies for workstation management, and make recommendations regarding best practices and process improvements.
A20.Prepare reports regularly for management.

30% B. Support for Escalated Incidents
B1. Investigate and resolve problems related to workstation policies and updates.
B2. Investigate and resolve problems related to the distribution of software and virus/malware protection.
B3. Serve as 3rd level support for all desktop related issues in keeping with the organizations incident and problem management escalation procedures.B4. Evaluate trends in problem and incident reporting related to the desktop environment in order to spot systemic problems or areas needing improvement.
B5. Assist in development of support procedures for TSC helpdesk and other T1 / T2 support staff to empower front-line support to resolve as many problems as possible.
B6. Develop and maintain documentation on common problems and their resolution for inclusion in internal and external knowledge bases and the campus website.

10% D. Professional Skills and Teamwork
D1. Stay abreast of changing technologies and trends through professional journals, workshops and seminars, and consultations with colleagues and vendors.
D2. Assist management in the preparation of an annual personal and professional development plan.
D3. Participate in staff meetings and assist in ICIT planning processes.
D4. Participate in ICIT tasks and projects as assigned.
D5. Influence the workplace in a positive manner and participate in effective team-building.

Knowledge, Skills and Abilities:
•Bachelor’s degree in IT field OR four years of relevant experience
•Experience in a higher education environment is preferred.
•4 or more years experience working as a desktop/systems engineer of a large or medium sized company to include all of the following:
•developing, testing, implementing and maintaining imaging, packaging and deployment solution(s) preferably with Novell Zenworks.
•managing Microsoft Windows XP (and higher) operating systems in a distributed, multi-site corporate environment is required, experience with Mac OS is preferred.
•experience with Windows Security, including New Technology File System (NTFS), User Rights, Services, and Active Directory objects.
•3-5 years of Software Distribution Experience with Zenworks or SCCM is required, Casper experience is preferred    
•Experience with the distribution of Windows and Mac workstations policies and updates.
•Experience in enterprise-scale maintenance and support of multiple MS Windows desktop OS versions, including software integration and Windows services and utilities such as Group Policy Administration.
•Experience in the installation, maintenance and support of the MS Office suite.
•Experience with supporting the Outlook email client in an Exchange environment.
•Experience with the use of software for packaging software applications for remote installation, preferably Novell Zenworks.
•Experience with the installation and management of enterprise virus protection software,
•Familiarity with asset inventory software and reporting processes.
•Familiarity with domain and directory services design and operation.
•Familiarity with workstation hardware components and drivers.
•Expert knowledge of Microsoft Windows Operating Systems
•Advanced knowledge and understanding of the following technologies:
-Microsoft Installer (MSI), etc
-Scripting (PowerShell, Visual Basic Script (VBS),   etc.
-Image Management and Deployment
-Systems Management 
-Directory Based Management (Active Directory, Group Policy, etc.)
•Engineer Level troubleshooting skills
•Effective oral, listening, and written communication skills.
•Excellent interpersonal skills.
•Be dedicated to a goal of continuous quality improvement.
•Ability to handle multiple assignments simultaneously.
•Ability to work independently and be self-motivated.
•Ability to work effectively as part of a team with other technology specialists.

•Knowledge and understanding of ITIL, COBIT, and/or MOF.
•Knowledge of formal Change Management, Configuration Management and Release Management
•Knowledge and understanding of software development environments and tools
•Certification as; or working towards certification as:
•Advanced knowledge and understanding of  the following technologies:
•Networking (TCP/IP, DHCP, DNS)
•Desktop Operating System Virtualization and/or Application Virtualization