Administers the System Center Configuration Manager (SCCM). Serves as a key member of MSD's Systems Center Support Team. Performs patch management, application packaging and distribution, operating system deployment (OSD), IT system security, threat mitigation and reporting. Analyzes data to spot trends. Administers patches for software certifications, data collection and reporting. Provides highly technical and/or specialized guidance concerning automation solutions to complex information processing problems related to the distributed computing environment. Troubleshoots and performs root cause analysis of identified troubled systems or software. Creates and maintains an application profile for all software used in the organization. Performs monitoring to ensure assets are being tracked and inventoried by the Helpdesk software and addresses gaps as needed. Researches and proposes solutions for defects, enhancements and new products. Leads or supports IT initiatives and gathers technical requirements as needed. Serves as desktop support liaison for projects and efforts involving other IT groups.
Essential Job Functions
Responsible for in-depth knowledge of system configuration of operating systems and applications to ensure the operational capability and security of IT desktops, PCs and tablets. Designs and implements concepts per industry standard with consideration for disaster recovery. Responsible for the development, patching, integration and production of SCCM suites as it relates to desktops, project documentation, certification & accreditation support, and production Tier III support for the PC Support/Helpdesk team. Administers System Center Service Manager (SCSM). Performs deployments/collections/ applications/packages/task sequences within an SCCM 2012 or current branch environment. Downloads and deploys MS patches using WSUS within SCCM 2012. Builds custom tables and reports using SQL queries. Administers operating system deployment process. Responsible for proper escalation, communications, and management of production system problems. Provides 3rd level support for desktop support technicians. Works directly with software vendors. Documents, maintains, upgrades or replaces hardware and software systems. Analyzes and documents business processes and problems. Develops solutions to enhance efficiencies. Troubleshoots technical problems and interacts with other employees and/or clients to resolve issues and properly maintain hardware and software. Reviews all PC software regularly and recommends any patches or updates. Works as Desktop Support liaison with the network/infrastructure team as needed. Monitors and maintains software/hardware life cycles. Reviews all PC software regularly and recommends any patches or updates. Serves as IT Liaison to business leaders and gathers technical requirements for business projects. Serves as project lead of assigned IT Projects. Provides reporting through System Center Configuration Manager. Serves as a member of the on-call team responsible for 24/7 tier 1 support. Performs other duties as assigned.
Knowledge, Skills and Abilities Necessary to the Work
Knowledge of PC support standards and practices; knowledge of computer systems, hardware, operating systems and peripherals; knowledge of Active Directory (ADCS, ADDS) and Group Policy Object (GPO); knowledge of Microsoft SCCM 2012; knowledge of the Windows registry, file and folder security, local/domain user security, and operating system troubleshooting; knowledge of network fundamentals (OSI, TCP/IP, IPSEC, Subnets, Layers 2 & 3, DHCP and DNS); knowledge of SCCM OSD and/or MDT Toolkit; skill in SCCM server and client maintenance, troubleshooting, application lifecycles, superseding workflows, SQL query writing, SCUP and application deployments; skill in hardware and software rollouts; skill in deployment of MS patches using WSUS within SCCM 2012/CB; skill in content distribution and management, license management, Maintenance Windows, queries, application deployment, packaging deployment, LTI, UDI and ZTI operating system deployment, Microsoft software updates and 3rd party integrations; skill in scripting; skill in oral and written communication; skill in operating a PC and associated Windows environment software (e.g. Microsoft Office Suite); ability to perform troubleshooting; ability to resolve problems; ability to prioritize work effectively; ability to adapt to a changing work environment; ability to exercise judgment and discretion; ability to work in a team environment; ability to be courteous and helpful under pressure; ability to maintain confidential information; ability to work under heavy surges in workload and deadline pressure; ability to work various shifts and weekends for on-call rotation.
Bachelor Degree in Computer Science or a related field; five or more years related SCCM experience; an equivalent combination of education and experience may be substituted. Comptia A+ certification required. Comptia Network + and Microsoft certifications preferred. Must possess a valid driver's license. Must have safe work and driving habits.