Provide support to improve the digital user experience and assist in troubleshooting ITSD call drivers.
Help research, diagnose and develop remediations to improve performance, as well as determine any commonalities to the service desk to reduce calls and wait time in line.
Support the various ETE teams, as needed, to provide Windows OS knowledge and expertise to support over 150K ACE machines, 180K ACE users, and 12K DSS machines.
Evaluate endpoint analytical data and windows event/log data to identify areas of concern with workstation performance or issues driving incidents.
Investigate and identify root cause and remediation for identified Windows 10/11-related issues, including but not limited to: Operating system issues, Software installation and configuration, Network connectivity issues.
Address conflicting third-party applications
Monitor system performance and identify areas for improvement.
Work with other IT teams to troubleshoot and resolve complex technical issues.

Requirements

8+ years of related experience
Microsoft 365 Certified: Endpoint Administrator Associate – preferred, but not required
A degree from an accredited College/University in the applicable field of services is preferred.
In-depth knowledge of Windows operating systems, including its features, architecture, and functionalities
Ability to install and configure Windows operating systems on multiple platforms, including laptops, desktops, and servers
Understanding of Windows updates, service packs, and patches, and experience with the installation and troubleshooting of these updates
Ability to troubleshoot and resolve hardware and software issues related to Windows 10/11 operating system
Knowledge of network protocols and security protocols, such as TCP/IP, DNS, DHCP, and VPN
Knowledge of Active Directory services, Group Policy, and domain configuration
Experience with PowerShell scripting and command-line interfaces to automate tasks and streamline processes
Knowledge of WMI – Windows Management Instrumentation
Excellent problem-solving skills and the ability to design, plan, and implement solutions to complex issues
Proficiency with performance monitoring and profiling tools such as Microsoft Windows Performance Toolkit, ProcDump/ProcMon, PerfMon, Fiddler, Sysinternals, WinDBG, and Wireshark.

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

Windows operating systemsWindows 10Windows 11PowerShell scriptingnetwork protocolssecurity protocolsActive DirectoryGroup PolicyWMItroubleshooting

Soft Skills

problem-solvingcommunicationcollaborationanalytical thinkingattention to detail

Certifications

Microsoft 365 Certified: Endpoint Administrator Associate