Calance Job Opening

Job TitleTier 3 Service Desk Engineer - ID:35972
Start DateASAP
Job SkillsOffice 365 Administration
MS Intune-Azure Mobile Device Management
Microsoft SCCM
Will be technical right hand
Run end point management
Responsible for Service Desk- point of escalation
LocationFairfax, VA
Date Posted07/30/2020

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As a Service Desk Engineer III, you will work closely with our service desk, network, systems and cyber security engineering teams to provide IT support for our internal members and systems. This position will also provide focus on administering Office 365 and managing endpoint devices.

This position is both strategic and hands-on at the same time and reports directly to the Service Desk and Endpoint Manager. The position will manage the following:

Work closely with the service desk, network, systems and cyber security engineering teams in the deployment, administration and operation of endpoint management solutions including Microsoft SCCM, Azure Intune, Citrix, and other technologies
Deployment and maintenance of endpoint patch management and ensuring all devices stay updated
Maintain operating system images, perform operating system upgrades and software patching
Deployment and maintenance of endpoint applications
Provide continuous improvement of the end user experience
Assist the Service Desk with resolving escalated support incidents and problems
Document, maintain, and improve standard operation procedures (SOPs) and processes
Work with all members of the IT department to maintain a zero-trust endpoint, network and server architecture
Serve as a Subject Matter Expert (SME) for endpoints including desktop, laptop, mobile devices as well as specialized appliances including general A/V, Teams Rooms, media players, etc.
Work with our Cybersecurity team to ensure that our systems are protected and secure
Contribute to the formulation, implementation, and administration of credit union-wide polices and business goals while ensuring adherence to regulatory compliance.

Major Duties & Responsibilities
Provide technical leadership for our Service Desk team and assist with technical support escalations
Perform administration of Microsoft Office 365 hosted cloud services with Duo Multi-Factor Authentication (MFA)
Provide input on the tactical and operational planning including initiative identification, recommendations, prioritization, scoping and establishing next steps to move them forward
Create, maintain, and deploy Operating System, application, and driver packages in SCCM to ensure endpoints stay up to date with Windows and application updates, feature releases as well as new application packages
Use PowerShell, Group Policy and SCCM to maintain operating system and application configuration profiles to customize and tailor end user experience
Maintain a Citrix VDI deployment of virtual desktops that ensure a consistent user experience
Leverage Azure Intune MAM and MDM to manage mobile devices and policies
Maintain system integrity and performance though active monitoring, logging, testing, troubleshooting, diagnosing and resolution
Improve system performance using all available techniques and measures, including hardware and software replacement, upgrade, capacity planning, sizing and optimization
Apply a security focused methodology to endpoint management and design with emphasis on access controls, identity management, conditional access and data security
Support the team with the implementation, maintenance, support and testing of a disaster recovery and business continuity solution
Participate in an IT on-call rotation as needed
Maintain a future focus on ongoing system functionality in the present while at the same time developing our capabilities for the future.
Conduct reviews of new and existing technology to ensure we remain current and secure
Complete, communicate, and update routine reports as well as the status of projects on a timely basis
Perform other duties as assigned by management

Education & Experience
BA/BS degree with an emphasis in IT/IS, Computer Science preferred or equivalent combination of experience and relevant certifications
Minimum 5 years of progressively responsible experience providing IT technical support and administering IT systems within an IT service desk environment
Minimum 2 years of administrative experience with Microsoft Office 365 cloud hosted services
Strong prioritization, problem solving, diagnosis and troubleshooting skills
Excellent verbal and written communication skills
Proven ability to evaluate competitive and best industry practices in the endpoint and infrastructure arena and recommend viable solutions to meet the credit union’s needs
Strong research and analytical skills as well as experience developing project road maps and timelines
Ability to interact positively and effectively in group and individual situations at all levels within and outside the credit union.
Familiarity with the ITIL framework preferred
Experience working within the financial industry preferred
CompTIA A+, Network+, Microsoft MCSA, MCSE certifications preferred

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Calance is a global IT Services firm specializing in end-to-end solutions for Development, Managed Service,
Security, SAP, Project Control Integration and IT Staffing.Operating in the United States and India,
Calance helps clients bring their ideas and strategies to life through talent, technology and tenacity.

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