IT SCCM Support Tech II

2 weeks ago

Philadelphia, United States Community College of Philadelphia Full time

The IT SCCM Support Tech II is responsible for supporting the daily functions of the Software Automations Support Services team. While providing exceptional customer service, this position resolves support requests, researches, automates and resolves complex issues related to desktop deployment and imaging. This position supports creating and maintaining the College's SCCM packages, collections, advertisements, queries, and inventory of software packages included in the creation of base desktop configurations.

College Intro
Success starts at Community College of Philadelphia. Innovators and difference makers work at Community College of Philadelphia. Diversity thrives at Community College of Philadelphia. We are a college that is committed to promoting a work environment that attracts and retains talented and diverse faculty and staff. We challenge each other and ourselves to achieve at the highest level while contributing to the mission of the College and the betterment of Philadelphia. We value and support an intellectually dynamic community to prepare our students for global citizenship. Join us and become a part of a community that has long been and will continue to be generators of generational chance in this city and beyond.

Community College of Philadelphia is an open-admission, associate-degree-granting institution which provides access to higher education for all who may benefit. Its programs of study in the liberal arts and sciences, career technologies, and basic academic skills provide a coherent foundation for college transfer, employment and lifelong learning. The College serves Philadelphia by preparing its students to be informed and concerned citizens, active participants in the cultural life of the city, and enabled to meet the changing needs of business, industry and the professions. To help address broad economic, cultural and political concerns in the city and beyond, the College draws together students from a wide range of ages and backgrounds and seeks to provide the programs and support they need to achieve their goals.

Specific Responsibilities

  • Provide support the for the operations, changes, enhancements and upgrades to the College's desktop imaging and deployment environment.
  • Assist with the daily functions of the Technical Support Services Desktop imaging and automation team.
  • Demonstrate technical expertise in the creation and maintenance of SCCM packages, collections, advertisements, queries, and inventory software packages included in creation of base desktop configurations.
  • Assist with the monitoring, maintenance, and administration of the local SCCM site.
  • Perform routine SCCM and Active Directory administration tasks; research, test and assist other staff on use of new systems management technologies and automation.
  • Assist with implementing and enforcing desktop support and deployment policies, procedures and standards.
  • Troubleshoot, repair and upgrade all computer systems.
  • Provide assistance enforcing proper technical documentation and standardized troubleshooting procedures and maintain the updated database and mapping for SCCM configurations.
  • Respond to telephone, email and walk-in requests for Software Automation or assistance in a timely manner, ensuring appropriate customer service at all times.
  • Log all requests for support using electronic ticketing systems and handles all requests to full closure.
  • Diagnose and correct desktop computing problems which may result from system failure, system configuration, system errors, operator errors or operator inexperience whenever possible via the phone, in person or remote desktop support.
  • Ensure the integrity of support procedures, processes, and documentation pertaining to the college-wide technical support initiatives.
  • Communicate effectively with faculty, staff, and administrators at all levels, technical and nontechnical, to determine and ensure all support needs are met.
  • Work with ITS management, faculty, and staff to install and upgrade classroom computer software.
  • Deliver quality customer service to all internal constituents in a professional, helpful and courteous manner.
  • Work independently, determining priorities in unusual or emergency situations and effectively escalating matters to appropriate resources.
  • Work collaboratively with college-wide resources, and/or vendors to diagnose, isolate and resolve desktop computing problems as directed.
  • Assist with the maintenance of the inventory and deployment of hardware and software college-wide, as directed.
  • Maintain industry standards certifications in support of the installed base equipment at the College.
  • Maintain sensitivity, understanding, and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds.
  • Other duties as assigned.
Minimum Qualifications
  • A High School diploma or its equivalent ( GED ) required.
  • At least two (2) years direct experience supporting Dell systems and mobile applications in a professional work environment using MS Windows and the MS Office Suite of applications for Windows 10.
  • Excellent verbal and written communication skills are required.
  • Demonstrated excellence in customer service and professionalism is required.
  • Demonstrated commitment to detail and follow through.
  • Experience with SCCM client installation, software distribution, remote management and driver database management required.
  • Experience with SCCM Operating System and Application deployments, Application Packaging and Microsoft software updates deployment required.
  • Strong problem solving, critical thinking and decision making skills required.
  • Experience with Active Directory discovery methods and creating user, device and query collections required.
  • Flexibility to work evenings and weekends.
  • Must possess and maintain a valid driver's license and reliable transportation.
  • Ability to maintain sensitivity, understanding and respect for a diverse academic environment inclusive of students, faculty and staff of varying social, economic, cultural, ideological and ethnic backgrounds.
Preferred Qualifications
  • Associates degree or equivalent course work is preferred. Any and all degrees must be from a recognized institutional accreditor.
  • At least two (2) years experience working in a Microsoft AD environment is preferred.
  • Microsoft MCTA , MSCA or SCCM certification is preferred.
  • Dell DCSE certification is preferred.
  • Experience installing and configuring hardware/software is preferred.

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