Overview
***This is a remote position and can be located anywhere in the U.S.A.)***
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Lead engineer on the Modern Workforce Technology team accountable for overseeing the architecture, deployment, maintenance, and troubleshooting of endpoint device hardware and software. This includes desktop, laptop, virtual environments, mobile device management, video conferencing, print/scan, and other technologies. Coordinates investigations and changes with various IT teams (e.g., Network, System Administration, Cybersecurity) and/or Business leads/Executives to deliver holistic services to end-users, ensuring a successful technology experience that exceeds expectations. Lead project initiatives, critical incidents, and other operational activities.
Responsibilities
Essential Functions
Plans, installs, configures, and maintains Microsoft Configuration Manager (formerly SCCM) and Intune infrastructure and services.
Creates and manages collections, applications, packages, deployments, and reports using MCM, Intune, Active Directory, and/or PowerShell scripts.
Oversees the successful operation, deployment, and security of end-point devices including Windows computers, Teams-based conference rooms, print services, Scala digital signage, Horizon virtual computers, iOS and Android BYOD devices, and limited Mac computers.
Leads the design, support, maintenance, and updates within the VDI space, primarily leveraging VMware Horizon. Works directly with internal and external partners to continually assess the evolving requirements of both persistent and clone images. Creates updates, oversees testing, and performs micro and macro rollouts as required.
Ensures the compute environment is secure, leveraging Microsoft Defender and corresponding technologies.
Ensures compliance with the organization's policies and standards.
Collaborates with network administrators, IT support staff, and end users to provide an efficient and reliable endpoint environment.
Troubleshoots and resolves issues related to infrastructure and services, including MCM, Intune, Office 365, Beyond Trust, Microsoft Defender, and VMware Horizon.
Identifies new use cases for package and other out-of-band deployments. Creates and deploys new packages and/or scripts following Change Control procedures.
Oversees deployment of monthly and urgent (unplanned) patches that pertain to all components within the endpoint device environment.
Works closely with IT leadership, Audit, and Risk Management to develop metrics around environmental health, risks, license compliance, and performance. Provides applicable reports on a planned and as-requested basis.
Develops strategies and reinvents processes and controls to increase the reliability, security, and convenience of the end-user platforms. Designs controls to ensure services remain consistent and repeatable.
Develops and/or oversees the development of documentation and train technical support teams to maintain newly created approaches and processes.
Oversees the creation, modification, and deployment of software packages and group policies designed to improve consistencies, reduce service requests, leverage automation, and improve security. Provides architectural guidance or hands-on delivery as required.
Leads team and project initiatives to deliver operational services and/or execute approved projects.
Provides first-third level support for end-user and/or site issues as required to meet the needs of the business. Responds to assigned tickets/projects, resolve issues, document actions, and close tickets with ServiceNow or other applicable tools. Serves as a team escalation point to interact with customers dealing with persistent or challenging issues.
Occasionally serves as a liaison between Modern Workforce Technology and other IT/Business teams when issues/requests/projects are cross-functional. Collaborates and takes direction from line management and/or executive management. Partners with IT management to ensure strategic plans are supportable and implemented.
Acts in the best interests of the organization to introduce, update, and maintain security and other controls to minimize risks and ensure compliance with all federal agency and banking rules and regulations governing the industry and its products.
Performs other duties as assigned.
Qualifications
Education/Experience Requirements
- An undergraduate degree in a related field and/or an equivalent combination of education and experience.
- 7 years of experience in the setup, configuration, and troubleshooting of end-user technologies.
- 2 years as a Server Administrator, VMware Administrator, or Microsoft CM/Intune Administrator.
- Experience leading and participating in en