Job ID: MI-113941 (96090208)
Hybrid/Local Desktop Support Engineer with patching, imaging, networking, beyond trust, smart deployment, PDQ experience
Location: Lansing, MI (DTMB)
Duration: 6 Months
Skills/Experience:
• Expert in troubleshooting end points (Laptop/Desktop/Tablets) technical issues
• Expert in Windows operating systems and patching.
• Expert knowledge in creating/deploying windows images
• Expert in troubleshooting software/hardware and network issues.
• Experience with Virtual private networks
• Experience with troubleshooting tools like Beyond Trust, Smart Deploy, PDQ software etc.
• Experience with tools to manage hardware/software inventory
• Expert knowledge of Microsoft Suite of tools (Word, Excel, Powerpoint, One Drive, Teams etc.)
Description:
This position serves as a technical expert, provides problem diagnosis, implementation, administration, support and maintenance of computer hardware, software, and network products. Analyst provides on-site or remote access diagnosis and resolution of computer hardware and software problems using a highly integrated and specialized set of diagnostic tools with elevated privileges. The position also serves to lead, coordinate and oversee teams that work on processes, procedures, and technical specifications; plans, designs and oversees analytical and technical assignments and the implementation of computer hardware, software, and network components.
Detailed Job Description and Tasks:
• Research, analyze, develop, and document solutions, new processes, and procedures to implement new solutions for use by technicians to meet future problem resolution needs.
• Serve as technical expert providing support to users and other technicians in a timely manner.
• Administer, implement, and provide technical support of applications and associated hardware used in a client server environment utilizing a specialized set of diagnostic tools with elevated privileges.
• Administer and implement automated data processing systems and computer application programs.
• Convert and implement new systems and upgrade existing systems.
• Set up VPN connections for all field staff plus internal users through soft or hard tokens.
• Troubleshoot and resolve VPN issues and connection problems.
• Assist users with resetting VPN token upgrades.
• Troubleshoot Lottery network issues & regional network issues.
• Repair printers and work with printer technicians to replace parts if necessary.
• Travel to WDIV television station to assist and resolve AutoDraw laptop issues as needed.
• Delegate or assign technical issues related to server or network problems to the appropriate server team or network support technician.
• Research and recommend hardware, software, and network components that fits the needs of an individual user or department.
• Lead in the development of processes and procedures to be used by IT technicians.
• Develop operational and installation procedures to be used by other staff for communication systems, hardware, network, security, storage, and software.
• Analyze the need for, and develop, document, implement and monitor information technology quality assurance standards.
• Serve as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters.
• Maintains records and prepares reports and correspondence related to the work.
• Prepare/image AutoDraw laptops as needed.
• Perform AutoDraw laptop security maintenance quarterly according to Lottery security standards.
• Network scanner setup/maintenance.
• Work with DTMB Depot to properly salvage hardware designated as salvage and keep track of inventory for future auditing by Lottery
• Set up and configure deployment tools through windows server environment.
• Capture and deploy images for different departments.
• Set up Windows Deployment Server to work with computing clients for preboot execution environment (PXE) boot.
• Monitor and maintain software licenses according to agreements.
• Troubleshoot issues/problems with images.
• Provide fixes within a timely manner to correct or repair issues.
• Serve as senior technician to provide support for other technicians.
• Create and modify packages.
• Deploy software packages remotely through a variety of network connections
• Develop and implement alternative strategies for agency programs based on analysis and research of requests.
• Manage and update Lottery inventory management system.
• Provide for the updating and deployment of patches and virus repair.
• Seek out and attend relevant technical training.
• Attend and/or complete special training as required.
• Carry out the directives of Management in support of providing customer service.
MI-State-of-Michigan-Hybrid-Work-Environment-Attestation-5.docx
ID-Verification-Interview-Process-UPDATED-4.pdf
NEW-MI-Candidate-Cover-Sheet-3.docx