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Since 1931, we’ve built our reputation on delivering more than expected: more quality, more integrity, and more care. Headquartered in Lancaster, Pennsylvania, High is one of Central PA’s largest employers and home to a diverse family of industry-leading businesses.
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GENERAL DESCRIPTION:
The Client Computing Engineer plays a critical role designing and deploying client computing related solutions inclusive of people, process and technology. The engineer designs, implements and defines roll-out processes for end user computing devices including hardware, software and operating systems. The engineer also supports and extends current Office365, Microsoft365 (365 Services) and end user focused virtualization technologies. This role sets the strategic technical direction of client computing, end user related cloud computing services and identity and access management (IAM). The Engineer partners with the Systems and Network teams to design and deploy scalable and secure solutions. The role also serves as tier 3 support for client computing related issues.
EXPERIENCE, SKILLS, TRAINING, AND/OR EDUCATION REQUIRED:
- Bachelor’s degree or equivalent combination of education and experience in Computer Science, Engineering, Service Desk, or a related field.
- Microsoft 365 Certified: Fundamentals, Microsoft 365 Certified: Modern Desktop Administrator Associate, Microsoft Certified: Security, Compliance, and Identity Fundamentals, Microsoft 365 Certified: Messaging Administrator Associate, Microsoft Certified: Windows Virtual Desktop Specialty preferred not required
- 8+ years of recent experience designing and implementing client computing related solutions (technology, infrastructure, tools, and services). Experience in, but not limited to, some or all of the following technology areas:
- 365 Services
- Active Directory (including AAD) operations and group policy
- InTune for mobile device management and application management (MDM/MAM) and configuration management
- End user device patching
- AAD SSO integrations
- Windows desktop operating systems (10/11)
- Software packaging processes and technology
- Workstation imaging processes and technology (MDT)
- Creating and modifying scripts with modern tools such as PowerShell.
- Supporting and implementing changes for Azure Active Directory including Enterprise Applications, Conditional Access policies, Self Service Password Reset.
- Workstation/laptop deployment solutions (i.e. Microsoft Autopilot)
- Software packaging and deployment solutions
- Security controls such as MFA, SSO/Federation, EDR (Microsoft Defender ATP or similar), anti-malware (Symantec), whole disk encryption, etc.
- Migrating customers to Microsoft365/O365 services
- Implementing and supporting Azure Virtual Desktop services
- LAN\WAN\VPN\Wireless technologies and concepts
- Working experience with, but not limited to, the following process areas: incident management, problem management, change management, patching, identity and access management (IAM), lifecycle planning, asset management, configuration management.
- Working experience of organizational and management practices as applied to the analysis and evaluation of IT service desk operations including experience with incident, problem and change management.
- Demonstrated project management and/or team leadership capabilities.
- An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
OTHER SKILLS AND ABILITIES:
- Mentoring team members within and outside of direct team.
- Strong organizational and project planning skills.
- Working knowledge of technologies commonly utilized in manufacturing and hospitality.
- Outstanding verbal and written communication skills, with the ability to translate technical details into business language and relate technical concepts to a business impact.
- Advanced problem-solving skills for networks, applications, and business processes with ability to identify root cause issues.
- Exhibits accountability and accepts responsibility and consequences for work performance and conduct.
- Sets priorities, overcomes obstacles and opposition, and uses organizational skills to get things done in a timely manner.
- Demonstrated customer service orientation.
- Intellectual curiosity supported by strong listening and needs assessment skills; ability to identify root issues versus symptoms.
REPORTING RELATIONSHIPS:
Position operates as part of the IT Service Desk team under the Manager of Client Computing.
ESSENTIAL JOB FUNCTIONS:
Fundamental job requirements which an individual must be able to perform in order to accomplish the basic duties of the job.
- Design future end user computing solutions including hardware, operating systems, security hardening, virtualization, deployment approaches, and related support processes.
- Design, deploy and support 365 Services including Microsoft Teams, Exchange Server and Exchange Online, Sharepoint, OneDrive, Enterprise Mobility and Security (EM&S) services, Microsoft Azure, Active Directory, Azure Active Directory (AAD), Configuration Manager, InTune, etc.
- Work with IT Service Desk, Network and Server to advise and guide on 365 Services and the integration of these services into existing environments.
- Serve as level three support for issues escalated through the IT Service Desk. Serve as a point of escalation for team member’s issues requiring a higher degree of expertise or discretion to resolve and ensure timely resolution of issues by focusing on root cause analysis and implementing corrective action plans.
- Act as principal designer for IT Service Desk related solution architectures.
- Lead /participate in the requirements gathering, design, implementation, and enhancement of IT Service Desk related solutions to meet High’s business objectives.
- Assist in the creation and maintenance of multi-year functional roadmaps.
- Contribute to the development of overall strategy, tactics, planning and execution of initiatives to support IT services.
- Apply best practices for IT service management.
- Define life-cycle management for infrastructure technologies.
- Challenge existing architectures, technology decisions, practices and cost structures to drive optimized service levels, cost efficiency, and service performance.
- Identify opportunities to improve global standardization and organizational efficiencies.
- Regularly evaluate industry trends, changes, innovations, and maturity to recommend and plan the introduction of new technologies. Stay abreast of technological developments to provide business partners with best-in-class economics for necessary infrastructure.
- Develop, implement, and maintain best-practice standards, policies, procedures, and associated training plans to ensure optimal daily operations are maintained.
- Provide 24x7x365 response and support after hours for critical IT incidents when designated on-call.
- Periodically work off hours (nights and weekends) to complete planned operations or project work.
MARGINAL JOB FUNCTIONS:
Duties performed by the job which are not critical to the successful completion of the essential job functions:
- Perform other duties and assignments as required by Client Computing Manager.
