Job Details

Title: Desktop Systems Administrator
Location: Akron, OH, 4-5 days onsite/week
Term: contract to hire

Position Overview
The Desktop Systems Administrator will be responsible for the coordination, installation, and support of Agency desktop computers, firmware, and software. Recommends specifications for Agency computers and evaluates specific brands and models for procurement. Responsible for testing operating system updates, firmware updates, applications, software updates, browser updates, and software library updates prior to release and resolving any compatibility issues. Communicates technical issues involving Agency computers to the IT team and reviews and recommends technology solutions. Maintains all related documentation and records.

Qualifications:

• High School diploma or equivalent required.
• Bachelor's degree in related field preferred and/or commensurate level of enterprise experience preferred.
• Must possess excellent verbal and written communication skills.
• Minimum five (5) years of experience with desktop operating systems implementation, configuration and deployment at an enterprise level in a Microsoft 365 environment. Experience with LAN, WAN, Wi-Fi, and VOIP architectures and related diagnostic tools. In-depth knowledge of Desktop Operating Systems Group and Local policies in an enterprise class environment required.
• Reliable transportation, valid driver's license, and a driving record that does not preclude the employee from being covered by Agency liability insurance.
• Must have the cognitive skills needed to complete tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for decision making, problem solving, and comprehending. Has the ability to perform under stress and/or in emergencies.
• Must be able to coordinate Help Desk work and Field Work for self and help desk team (emails, tickets, phone calls, project work, moves, etc.) in order to maximize throughput and results in an accurate and timely manner.
• Must have the ability to effectively work with Agency employees and outside contacts.
• Proficient with Microsoft Intune.
• Must have experience developing and deploying Windows operating systems using automation with Intune. Microsoft SCCM is a plus
• Must have experience working with Microsoft Group Policies.
• Must have experience packaging applications with regularly used toolsets.
• Must have experience with scripting.
• Experience in other Microsoft cloud related technologies preferred.
• Familiarity with healthcare related applications and security requirements.
• Understanding of Azure AD and Services.
• Excellent troubleshooting and problem-solving skills related to Intune implementations.
• Strong communication and collaboration skills to work effectively across teams.

• Learns new tasks, remembers processes, maintains focus, completes tasks independently, makes timely decisions in the contexts of workflows, and is able to complete tasks that have a speed and/or productivity quota.
• Creates and executes project plans for the planning, scheduling, testing, and implementation of changes to Agency computers, software, and related systems.
• Reviews and tests desktop computer firmware and software updates for compatibility and releases for updates.
• Maintains up to date firmware image files and system image files for all desktop computers.
• Maintains up to date documentation of desktop computers and software inventories, firmware versions, logins, and passwords for service accounts.
• Monitors Agency desktop computers for proper usage and performance. Reports any problems and issues to the IT Director and peers as necessary.
• Maintains an accurate account of licenses and support renewals for desktop computer operating systems and application software.
• Ensures all desktop computers comply with standards outlined in the technology plan.
• Configures and manages endpoints (devices) using Microsoft Intune with emphasis on Personal Computers.
• Enforces security policies on devices including compliance checks, conditional access, and encryption settings.
• Deploys applications to devices and ensures proper software distribution.
• Onboard new devices into the Intune environment.
• Sets up automatic enrollment for Agency owned devices. Supports user-driven enrollment for personal devices.
• Deploys and manages applications (both store apps and line of business apps) on devices.
• Monitors app installations and troubleshoots any issues.
• Creates and configures device profiles (such as compliance policies, Wi-Fi settings, VPN profiles, etc.). Applies profiles to specific groups of devices.
• Monitors device compliance and takes corrective actions if devices violate policies.
• Implements security baselines and ensures devices adhere to security standards.
• Manages BitLocker encryption settings for Windows devices.
• Resolves device-related issues reported by end users.
• Investigates and troubleshoots enrollment failures, app installation problems, and other device related issues.
• Generates reports on device compliance, app usage, and security incidents.
• Monitors Intune logs for any anomalies or errors.
• Works closely with IT team to align Intune policies with overall IT security and management strategies.
• Collaborates with other administrators to ensure seamless integration.
• Creates and follows detailed project plans prior to implementation of significant changes to the Agency desktop computers such as OS upgrades, software applications, and updates, etc.
• Tests Windows updates in advance of deployment to ensure applications are not adversely affected by the updates. Develops and tests changes necessary to restore operation of affected applications. Maintains accurate testing plans, results, and mitigation documentation for each testing cycle.
• Effectively responds to emergency pages in a timely manner. Communicates issues outside area of expertise to IT Director or designee. Completes and communicates status of assigned call tickets in a timely and effective manner.
• Collaborates with other IT employees in an effective and efficient manner.
• Coordinates and communicates with IT Department and other Agency employees on issues that affect desktop systems in an effective manner.
• Communicates issues/problems to the IT Director or designee in an effective and timely manner.
• Functions as an effective and productive team member with other IT employees and/or interns.
• Fills in for other IT employees in their absence to maintain the Agency's systems.
• Provides assistance in drafting policies, procedures, and plans related to job duties.
• Assists the Desktop Specialist and IT Technicians (Help Desk Team) for cases/incidents requiring escalation to achieve resolution.
• Advises the Help Desk Team on end user technical issues.
• Participates in reviewing proposed Agency-wide software purchases to ensure they are compliant, secure, and will meet the Agency's needs. Works with the IT Team to effectuate implementation.
• Configures, deploys, and maintains Agency endpoint and virus protection (such as Sophos) and ensures software is running and working on all active Agency computers. Provides reports to the IT Director on a regular basis of the effectiveness of the endpoint protection and other relevant reporting for the assets protected, threats, and risks identified and any anomalies.
• Monitors work stations for viruses. Removes viruses in accordance with procedures established by the Network Administrator/DBA/Security Specialist.
• Documents issues in the help desk system in an accurate and timely manner. Escalates issues to IT team, IT Director, and/or others as appropriate for the situation.
• Monitors workstations for unauthorized software. Documents findings and resolution in the help desk system. Communicates findings to supervisor and/or others as is deemed appropriate.
• Creates and maintains system images for current and future operating systems. Ensures desktop and laptop image process is fully documented for use by the help desk team. Provides an accurate roadmap of planned changes for the image and/or imaging process. Reports image usage, issues, and remediation to supervisor on a regular basis. Assists with changes to the process as the Agency moves to newer technologies.
• Effectively installs and configures software or drivers on user or Agency workstations in a timely manner.

• Complies with all Agency security standards, including procedures and electronic equipment/devices.
• Performs job duties in a safe and conscientious manner. Complies with safety policies and procedures; utilizes safety precautions for hazardous conditions (e.g., wet floor signs, rock salt, and safety signage); uses required PPE; communicates any unsafe practices and conditions to supervisor and remedies what is within scope of job; participates in safety drills, and attends safety training.

• Ensures clients' rights are upheld. Maintains client and staff confidentiality according to Agency policies and procedures; state law; and federal regulations to include Confidentiality on Alcohol and Drug Abuse Patients Records, 42 C.F.R. Part 2 and the Health Insurance Portability and Accountability Act of 1996 ("HIPAA"), 45 C.F.R. Parts 160 and 164.
• Obtains required training hours on an annual basis.
• Attends staff meetings and required training sessions.
• This job description in no way states or implies that these are the only duties to be performed by this employee. They will be required to follow any other instructions and to perform any other duties requested by their supervisor.