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DescriptionThe Colleague Technology Services Desktop Engineering performs a critical role in defining and implementing the end user delivery strategy. This role within the Colleague Technology Services department offers the opportunity to participate in the evolution of end user computing technology across the enterprise. Collaborates and build of detailed infrastructure solutions/repeatable patterns (build-kits) for non-production and production environments; transitioning knowledge to infrastructure operations; and lead level 3 support.The ideal candidate is an expert IT end user engineer who has proven experience designing, developing, implementing and maintaining a standard end user delivery model. The Colleague Technology Desktop Engineering applies this expertise across all aspects of the end user service design framework to deliver a superior colleague experience which is scalable, sustainable and supportable.Technology Scope of Position
Technologies may include end user compute, collaboration & productivity, and directory services. The focus of this role is operating systems, image, device management, group policies, browsers, printers and administrative scripting.
Solid knowledge of the following product space including Windows platform, MacOS, iOS, Android, Citrix, XenApp/Desktop, Altiris, SCCM, WSUS, MDT/OSD, PowerShell/VBScript, BlackBerry, Jamf
Primary Responsibilities
Coach and provide guidance to junior staff on all matters related to desktop functions
Build and maintain windows 7 and windows 10 images
Develop and maintain Windows 10 maintenance schedule using SCCM tools
Develop automate tools for information gathering and configuration changes to the desktop environment
Provide guidance and recommendation for user and machine group policies
Work with vendors to establish a process for laptop/desktop distribution
Maintain distribution points across all sites including vendor sites when necessary
Work closely with Application teams to test and approve new software being added to the builds
Yearly review of Hardware standards and provide recommendation based on new models
Collaborate with the Colleague Technology architecture, engineering and risk and service design teams to ensure desired outcomes are met in the context of the overall business and technology strategic vision.
Collaborate with Program Management to report project status and when necessary escalate issues and risks.
Closely partner with peers to ensure colleague experience and service design best practices are delivered across the plan/build/run/refresh/retire lifecycle.
Troubleshoot complex application issues within the end user environment
Ability to occasionally work or assign work during nights/weekends during critical incidents or major project implementations
Provide input and/or direct teammates handling critical incidents, outages and root cause analysis.
Maintain currency in end user market trends and participate in industry workgroups as needed.
Work Location:Position is based in East Providence, Manchester, NH or Franklin, TN with a Flex scheduleQualifications
10 to 15 years of experience in the compute platform discipline include participation on migrations, package deployment, group policies, and all aspects of compute management
Proficiency in all aspects of application and workstation management using SCCM and/or Altiris
Proficiency with Microsoft deployment tools OSD/MDT
Strong ability to identify issues in the environment and can efficiently communicate the issues with colleagues and upper management
Process oriented and can document work processes and workflows
Familiar creating images for the virtual desktops Citrix, VM Horizon, and others
Able to succeed and integrate into a fast paced environment
Proven knowledge on building and configuring SCCM, building task sequences and deployments
Proficiency knowledge on encryption tools and its management MBAM, Checkpoint, Sophos
Knowledge of remote desktop tools Bomgar, PC Anywhere
Proficiency on Microsoft support tools such as DNS, storage and networking
Solid knowledge of implementing Windows 10 and Windows as a Service
Strong code skills in one of the following languages Powershell/VBScript/Python
Critical thinker is required, ability to research and collaborate effectively
Able to speak and write English at a professional and technically proficient level including understanding of good documentation practices
Basic knowledge of Agile ceremonies and experience working on an environment where Agile practices were implemented
Applicable certifications in end user technology may include Microsoft, Apple, Citrix. Associates degree in IT or a STEM discipline. 10+ years of computer systems experience
Experience working on high regulated environment, financial, banking, healthcare is a plus
Education:
Bachelor’s degree in engineering, IT, or related discipline
Certifications:
Certification is a plus but not required
Hours and Work ScheduleHours per Week: 40Work Schedule: Monday - FridayWhy Work for UsAt Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.Equal Employment OpportunityIt is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.Equal Employment and Opportunity Employer/Disabled/Veteran
