Description

Position Description/Summary
Under the supervision of the Director of Information Technology Services, the Coordinator of Desktop Services will be responsible for maintaining the college's End-User IT Ecosystem, ensuring effective and efficient IT support for both employees and students.  This role involves close collaboration with other IT department members, adherence to security protocols, and compliance with relevant regulations and standards.

Primary Duties

PRIMARY TASKS

• Manage & maintain the End-User IT Ecosystem-This includes but is not limited to computer devices and related peripherals, software, printers, scanners & copiers
  • Install, configure, and update hardware and software
  • Maintain a routine schedule for all devices to patch and upgrade firmware, operating systems and software
  • Evaluate new technologies and tools for potential implementation
• Security and Compliance
  • Implement and enforce security policies, including endpoint protection updates and system patches for end user systems
  • Monitor systems for security breaches and respond to incidents as necessary
• End User Support and Troubleshooting
  • Provide technical support for end user systems, including hardware and software troubleshooting
  • Assist users with general device use and provide guidance on best practices
  • Respond to and resolve user issues, either remotely or in person 
• Network and Connectivity Support
  • Assist with network connectivity issues, including wired and wireless connections
  • Coordinate with network administrators for more complex issues
  • Assist with data network cabling projects-routing cable, termination, testing, and labeling
• Inventory Management
  • Maintain an inventory of all device hardware and software
  • Track equipment and software licenses, ensuring compliance and proper usage
• Documentation and Reporting
  • Maintain detailed records of support requests, resolutions, and other activities
  • Create and maintain documentation and guides for users and IT Staff
• Project Management
  • Lead or participate in projects related to end user device upgrades, migrations or deployments
  • Coordinate schedules, resources, and tasks for successful project completion 
• Coordination and Communication
  • Maintain a professional, courteous and respectful demeanor & presentation
  • Communicate effectively with users to understand their needs and provide solutions
  • Coordinate with other team members and departments to ensure smooth operations
• Perform other duties as assigned
• This position may require occasional work on nights or weekends to respond to issues or perform maintenance and upgrades as needed

Minimum Qualifications

• Associate's degree in a technical related discipline (engineering or technology)

• Previous experience in end-user device management and support
• Jamf MDM or other MDM experience or certifications
• Quest KACE SMA & SDA experience
• Microsoft Azure/Entra experience or certification
• Other related certifications, COMP TIA, Microsoft, Cloud Technologies

Preferred Qualifications

Knowledge, Skills, and Abilities
Knowledge

• Technical Knowledge
  • Understanding of various operating systems (Windows , macOS, iOS, Linux) and their configurations
  • Familiarity with device hardware components, peripherals, and accessories
  • Knowledge of common device software applications and productivity tools (e.g., Microsoft office, email clients, antivirus software)
  • Awareness of network fundamentals including TCP/IP, DNS, DHCP, and VPNs
  • Understanding of IT security practices and data protection measures, including firewalls, encryption and malware prevention
  • Knowledge of cybersecurity frameworks (e.g. CIS, NIST)
• IT Service Management
  • Knowledge of ITIL (Information Technology Infrastructure Library) or similar frameworks for managing IT Services
  • Understanding of service desk operations, including ticketing systems and incident management
• Remote Support Tools
  • Familiarity with remote desktop and support tools (e.g., Microsoft Remote Desktop, TeamViewer, VNC) for troubleshooting and assisting users
• Compliance and Licensing
  • Knowledge of software licensing agreements and compliance requirements

• Technical Support and Troubleshooting
  • Strong problem-solving skills to diagnose and resolve hardware, software, and network issues
  • Ability to perform system installations, configurations and upgrades
  • Proficiency in using diagnostic tools and utilities to identify and fix issues
• Communication and Interpersonal Skills
  • Excellent verbal and written communications skills to explain technical concepts to non-technical users
  • Ability to provide clear and concise documentation and training materials
  • Strong customer service skills to interact positively with end users and address their needs
• Project Management
  • Ability to plan, coordinate and execute projects related to device infrastructure upgrades, migrations, or deployments
  • Skills in prioritizing tasks, managing time effectively, and meeting deadlines
• Team Collaboration
  • Ability to work effectively with other IT professionals, vendors and stakeholders
  • Skills in coordinating and leading team efforts to achieve common goals
• Analytical and Organizational Skills
  • Strong analytical skills to assess system performance and identify areas for improvement
  • Ability to maintain detailed and accurate records including inventory, support requests and resolutions

• Adaptability and Flexibility
  • Ability to adapt to changing technologies and organizational needs
  • Flexibility to work in a dynamic environment with varying priorities and demands
• Attention to Detail
  • Strong attention to detail to ensure accuracy in configurations, documentations, and issue resolution
• Problem-Solving
  • Ability to think critically and creatively to find solutions to complex technical issues
• Proactive Approach
  • A proactive approach to identifying potential issues and implementing preventive measures
• Training and Mentoring
  • Ability to train end users on new systems and technologies and mentor junior IT staff