Client Services Engineer   Job Description

DESCRIPTION: 

Position assists the Senior Client Services Engineer and is responsible for Client services which includes the managing and prioritizing all end user technology support, maintaining security, building of workstation images, creating scripts, deploying packages and monitoring customer assets. design, implementation, maintenance, security, and support the JCPS network.  The goal is to ensure that all internal customer desktops, laptops, Chromebooks, Virtual desktops, tablets, etc., business applications, and educational platforms are fully optimized to enable internal staff and student productivity and reduce incidents.  Duties include monitoring the environments; 24/7 incident/outage response, mitigating security vulnerabilities, problem solving, and scalability planning.  

QUALIFICATIONS AND ATTRIBUTES:

• Graduation from a four year college or equivalent of five or more years of experience in communications technologies, computer science, or related field
• Five or more years of enterprise-level information technology experience highly desired
• Demonstrated ability to manage large technical projects within a team environment
• Ability to learn quickly and apply new technologies
• Strong knowledge of enterprise applications and technologies
• Ability to work through/troubleshoot issues in a multi-tenant environment
• Flexibility and adaptability to handle competing work demands
• Ability to work and interact with others in a structured/team environment
• Independent problem solver with troubleshooting, decision making and analytical skills
• Experience with Active Directory, including group policies, desktop/software management, user provisioning, server setup/maintenance, etc
• Experience with VMWare
• Able to adapt with technology and paradigm shifts in the district

ESSENTIAL DUTIES:

• Support and maintain existing Mobile Device Management (MDM) solutions,specifically Google Apps for Education, Lightspeed, and JAMF Casper Suite. Serve as web security analyst for end user devices, including both district owned and BYOD. Plans future upgrades to align with district initiatives
• Knowledgeable of software deployment, maintenance and virtualization for enterprise environments
• Solid understanding of how virtual environment technologies tie together 
• Provide direct end user assistance to include familiarizing users with basic software, hardware, and peripheral device operation
• Work independently with minimal supervision
• Work easily with large networks and distributed computing environments
• Perform progressively more complex and responsible task in a complex computing and networking environment
• Plan, execute and successfully deliver on concurrent mid- to large-scale technology projectsProvide mentoring and direction to project team members
• Support project plans, resource plans and project estimates in collaboration with multiple departments
• Escalates all unresolved system or technology issues to appropriate Tier 2 support
• Respond to helpdesk requests and calls received by telephone, email or generated from the work order tracking system
• Resolve customer issues using automated remote control software or other remote tools where possible

• Maintain district software deployment technology, including deploying new apps, software updates, patches , etc
• Provide Tier 1 support for all JCPS technology
• Maintain district imaging process, including driver updates, operating system updates, etc.

• Provide technical support to all other teams in Technology Department
• Work with other Client Services Engineer to identify issues and misconfigured equipment to ensure optimal performance
• Working with the peers to implement replacement or new systems to address the needs of the district
• Viewing system logs and addressing noted problems
• Assist with management of critical systems and appliances
• Provide overflow assistance to JCPS technicians when there is the need; i.e.,service desk, PC deployments, etc.
• While this document is an initial outline of the duties that will be required of this position, the employee's final job duties are subject to change at any time due to the discretion of the supervisor. It is a job requirement of all employees to complete other duties as assigned.

PHYSICAL REQUIREMENTS:

• Ability to communicate effectively in written and oral form.

• Physical ability able to exert up to 50 pounds of force occasionally, and up to 10 pounds of force frequently or constantly to move objects.
• This work requires  dexterity to perform the duties and responsibilities of the job.  Work requires climbing, stooping, kneeling, crouching, reaching, pulling, lifting, fingering, grasping, feeling, and repetitive motions; 

• Valid North Carolina Driver's License required