Client Support Engineer

Job Description: Support Engineer:

Overview

This position focuses on the implementation, configuration, administration, and maintenance for all client related systems, software, and hardware. This position performs at a moderate to high level of complexity with a high level of proficiency under general supervision. In addition, responsibilities include assisting with implementing process and procedural improvements as well as assisting End User Computing with escalated issues and requests. May be responsible to primarily focus on one or more of the below sections.

Software And Hardware Configuration

• Configure, administer, and maintain client related systems, software, and hardware.
• Independently track and resolve escalated incidents/problems by researching and collaborating with other departments/vendors, where applicable.
• Strong focus on continuous improvement by researching and testing new technology, improve productivity and stability, decrease costs and risks, and develop proposals for business case to support innovation.
• Lead and support key identified projects including implementation, of new rollouts and existing upgrades.
• Create and maintain technical documentations and standard operating procedures.
• Shift left appropriate workload to lower the overall support costs and to increase capacity for strategic focus.
• Provide technical and procedural guidance to End User Computing.
• Create and maintain workstations endpoint images on PC, AWS, and Citrix ensuring efficient organization and management.
• Build, maintain, and deploy applicable scripts (e.g., PowerShell, VBScript CMD (Code Migration), Jetty etc.)
• Identify gaps in skills and process/procedures and work to fill in with continual improvement activities.
  
  

Workstation Vulnerability Management

• Responsible for the Governance Process of creating, maintaining, and enforcing processes and procedures for workstation vulnerability patching. This includes SLA adherence and tooling for SCCM, PatchMyPC and Right Click Tools.
• Conduct weekly vulnerability assessments and scans on workstations to identify potential security weaknesses.
• Develop and implement effective vulnerability management strategies, policies, and procedures for workstations.
• Build and deploy remediation packages to ensure timely patching and remediation of identified vulnerabilities.
• Perform testing and root cause analysis for security incidents and vulnerabilities and provide recommendations for mitigation.
• Monitor and report on the progress of vulnerability management activities by maintaining ESO defined SLA adherence.
• Review and apply Automatic Deployment Rules (ADR) to ensure we are following best practices.
  
  

M365 Administration

• Manage and maintain Microsoft 365 (M365) environments, including user accounts, licenses, security settings, and access controls.
• Receive and manage conditional access policies and implementation requests.
• Troubleshoot, manage service requests, and monitor service levels.
• Collaborate with IT and security teams to implement and enforce authentication related policies.
• Research outstanding vulnerabilities and submit/monitor Plan of Action and Milestones (POAM) for applicable scenario's (e.g., false positives, breached SLAs, etc.).
  
  

Qualifications

Education And Experience :

• Bachelor's degree in computer science and/or two to four plus years of relevant and applicable experience or any equivalent combination of training, experience, and/or certification(s).
  
  

Demonstrated solid experience in one or more of the following:

Vulnerability and Patch Management (Windows and Mac)

Workstation OS image management (Windows and Mac)

Active Directory

VDI Implementation/Management (AWS/Citrix/VMWare)

Mobile Device Management (MDM)

Anti-virus/Spyware tools

Requirements

Physical Requirements And Work Environment :

• This position requires participation in a 24x7x365 on-call rotation. The frequency of the rotation depends on the number of members in the team. On-call requires carrying a cellphone and responding to calls within the agreed upon timeframe set within PHEAA's standards. Internet connectivity from home is required as part of the on-call rotation.
• Flexible for occasional off-site travel required.
• Frequently requires repetitive motions (substantial movements of the wrist, hand, and/or fingers).
• Must be able to use a personal computer.
  
  

Skills

Additional Knowledge, Skills, And Abilities:

• Developed problem solving skills and the ability to focus attention on details.
• Demonstrated basic analytical, critical thinking, and organizational skills.
• Ability to work accurately, efficiently and concentrate for long periods of time in a detailed environment.
• Strong written and verbal communication skills.
• Ability to work effectively in a team environment.
• Ability to promote and support a consistent, professional, customer focus.

Location: Harrisburg, PA, US

Posted Date: 12/7/2023