Temporary Windows Systems and Deployment Consultant II

Job Description:

Under the direction of the Hardware Services Manager, the Windows Systems and Deployment Consultant II is responsible
for the testing, repair, and deployment of Windows computers for the Berklee community.

As a customer advocate this position ensures
that the desktop computer maintains high performance and ease of use. The Windows Systems and Deployment Consultant II also provides second
and third level support for Windows desktop related issues as well as management of the ManageEngine Endpoint Central Suite. The Windows
Systems and Deployment Consultant II works cooperatively with Systems staff and technology support representatives and must have a broad
range of experience and expertise in Windows applications, operating systems, hardware and network troubleshooting as well as a commitment
to delivering exemplary customer service.

ESSENTIAL FUNCTIONS/PRIMARY DUTIES AND RESPONSIBILITIES: 

Functional/Technical:

• Serves as an administrator for the Endpoint Central Suite. Creates and maintains policies,
  manages inventory, generates reports, etc.
• Plan upgrade paths for the standard Windows desktop image as well as the endpoint
  management suite.
• Create packages and images needed to deploy desktop systems.
• Working with the Distributed Systems and
  Technology Support teams, aid in the establishment of the requirements for various desktop images used on Windows computers at the
  college. 
• Working with the Hardware Services Manager, ensure compatibility of new Windows operating systems and hardware
  configurations. 
• Test, prepare and introduce new OS versions.
• Plan Windows endpoint deployment through the Endpoint Central
  management suite. 
• Establish best practices and processes for software releases. 
• Serve as an escalation point for support
  calls when needed which may involve working directly with users until resolution. 
• Provide field service calls to troubleshoot
  software problems when needed. 
• Work closely with ITS Systems and Networking in developing and maintaining IT services that impact
  user’s desktop computing experience. 
• Participate in project teams designed to improve IT processes. 
• Perform advanced
  computer software troubleshooting. 
• Make recommendations to management on strategy and long-term technological needs. 
• Work
  independently as well as collaboratively with colleagues and vendors to resolve all support requests in a timely and efficient
  manner.
• Perform a lead role or act as individual contributor on special projects as assigned.
• Stay current with existing and
  emerging computer technologies. 

Teamwork:

• Act as escalation point for Support Analysts, Support Consultants
  and Distributed Systems team to resolve critical, emergency or difficult technical issues. 
• Promote a positive and professional work
  environment. 
• Work cooperatively and share knowledge freely with all colleagues.
• Build strong working relationships with
  colleagues and clients, and foster culture focused on serving customer needs.
• Seek out client feedback. 
• Actively translate
  client needs into viable technical solutions.
• Work cooperatively within ITS and with all Berklee faculty and staff..
• Adhere
  to all published guidelines.
• Perform other duties as assigned.

Professional Development:

• Stay
  informed of technology advancements, specifically those that are used or could be used at Berklee and share this knowledge with
  others.
• Stay up-to-date with technology pertaining to this position and maintain any required certifications.
• Participate in
  required training for both technical and interpersonal skills.
• Stay committed to actively enhancing skills in pursuing professional
  development.

KNOWLEDGE & SKILLS REQUIRED: 

• Bachelor’s degree and 3 years of advanced computer support and
  repair experience.
• Experience in the design, coding, debugging, testing and documentation of complex systems.
• Specialized
  knowledge of Windows Operating Systems.
• Specialized knowledge of local area networks and network administration, Active Directory,
  TCP/IP and wireless networking protocols. 
• Strong technical and analytical skills.
• Strong interpersonal skills in dealing
  with a wide range of clients with varying levels of computer familiarity.
• Ability to translate technical instructions into easily
  understood steps to a diverse client base.
• Ability to interact, communicate and work well with others;
• Commitment to
  exemplary customer service; strong customer service skills including rapid response time, appropriate and timely escalation and incident
  resolution, and appropriate follow-up skills.
• Strong organizational and time management skills, including the ability to multitask,
  prioritize, and independently manage a changing workload and schedule.
• Ability to work with a sense of urgency.
• Ability to
  lead small teams when called upon.
• Ability to effectively manage projects.
• Strong verbal and written communication
  skills.
• Ability to learn existing and emerging computer technologies quickly.
• Experience with windows endpoint management
  systems such as Avanti, SCCM, Intune or Endpoint Central
• Experience with software packaging for Windows systems
• Required,
  up-to-date certifications:
• Current applicable Microsoft Certifications (Microsoft Modern Desktop Administrator or
  Equivalent)
• Strong written and verbal communication skills. Must be creative, detail-oriented, responsive to direction, and
  receptive to feedback.

KNOWLEDGE & SKILLS Preferred:

• Experience using Windows
• Demonstrated knowledge
  of, and an affinity for, the specialized software and hardware used in contemporary music education.
• Strong understanding of Mac
  OS.
• Strong understanding of Apple iOS.
• ITIL v3 Foundations certification.

SUPERVISORY
RESPONSIBILITIES:

N/A

WORK ENVIRONMENT: 

May be required to work additional hours when under periods of high
call volume, start of semesters, or confronted with emergency, critical, or unusual circumstances

This document does not create an
employment contract, implied or otherwise, other than an “at will” employment relationship.

Diversity, Equity, Inclusion & Equal
Employment Opportunity at Berklee: 

We support an inclusive workplace where everyone excels based on personal merit,
qualifications, experience, ability, and job performance.  Berklee affirms that inequality is detrimental to our faculty, staff, students,
and the communities we serve. Our goal is to make lasting change through our actions. Berklee is committed to providing fair and equitable
consideration of all employees and applicants without regard to race, color, religion, ancestry, age, national origin, place of birth,
gender, sexual orientation, gender identity or expression, disability, genetic information, or status as a member of the armed forces or
veteran of the armed forces, or any other category protected by federal, state, or local law.

As part of this commitment, Berklee
will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in
the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment,
please contact the Human Resources Team at hroperations@Berklee.edu or call 617-747-2375.

Berklee is committed to increasing the
diversity of our institution, community, and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to
identify their strengths in this area.

*Currently enrolled Berklee students are not permitted to apply for staff or faculty
positions.*

Employee Type:

Temporary (Fixed Term)