Senior Endpoint Operations Technician

Provide support for multiple Windows platforms in both Physical and Virtual Environments such as AVDs

Maintain desktop images and modify SCCM task sequences as needed

Create and maintain existing support documents to maintain high-quality standards in the delivery of End User Computing services

Provide advice, guidance, and direction to carry out plans and procedures, ensuring schedule attainment, product development, process adherence, and performance

Provide second-tier support for support teams, including root cause analysis and preventative analysis

Drive to deliver technology and products in the roadmap on schedule with the highest quality

Provide technical support with expert knowledge and act as an escalation point for the Deskside Support Services Team and anything related to End User Computing environment, focusing on our Endpoint Security Protection, and application management

Partner with Engineering teams to develop solutions

Manage Azure Virtual Desktop (AVD) environment, including creation of Images, deployment of VMs and monitoring of VM performance

Develop automated solutions for deployment of software packages, application patches/updates and workstation images

Operate and support multiple Windows desktop images

Manage the entire lifecycle of our global standard desktop and laptop models

Monitor and address alerts from desktops using CyberArk

Manage and support PXE environment – 1E products

Provide level 3 support for escalated end-user issues

Manage Microsoft and 3rd party patch deployments

Package, test, and deploy new applications as needed

Have a positive impact on the team and our End User Computing environment

Maintain and expand existing Knowledge Base

Create new and maintain existing support documents to maintain high standards of quality in the delivery of End User Computing services

Administrate and troubleshoot Microsoft Auto Pilot deployments

Work with Microsoft Intune for Windows Device Management (device configuration, policies, etc.)

Minimum of 5 years of hands-on experience with Azure Virtual Desktops

Minimum of 5 years of experience as an Endpoint Operations Technician or similar

Working knowledge of Microsoft Azure, FSLogix, GPO, Active Directory and PowerShell

Experience with Day-to-day Endpoint Operations and escalation support

Experience to develop and test software packages with InstallShield or equivalent

Skills to manage a VDI environment (Azure Virtual Desktop preferred)

Experience in software development life cycle methods and current technologies

Expert with SCCM administration, patch management, Imaging, Scripting, MSI, Packaging & Automation

Expert in administration and deployment of software with SCCM in a global environment, development and maintenance of workstation images with SCCM

Expert in patch management including BIOS and firmware updates, service pack upgrades, and application-based updates

Scripting experience is considered a plus (batch, SQL, PowerShell, vbscript)

Working knowledge of the ITIL framework

Expert End Point Protection Engineering

Experience with Windows 10/11, Active Directory Structure, and Group Policies management

Strong problem-solving and root cause analysis skills and excels at work in a team environment

Possess experience with troubleshooting