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DUTIES ANDRESPONSIBILITIES:

• Monitoring and maintaining the overall health and availability of the Ivanti Endpoint Manager system.

• Packaging software and building distribution packages to support statewide project efforts and enterprise deployments including the remediation of security vulnerabilities.

• Working with VITA service providers to ensure the VDOT workstation image meets agency needs and security requirements.

• Provide advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems

• Provide management with recommendations for systems and process improvements

• Troubleshoot software and hardware problems and enhances the level of direct services to field staff

• Install, maintain, and assist in testing and upgrading of new and existing hardware and software

• Create job aids for internal VDOT staff to enhance the use of technical resources to support complex software.

• Manage and monitor customer IT issues using helpdesk tools – KSE, Ivanti and SharePoint. Support over the phone, in person, and using remote control.

REQUIRED EXPERIENCE& SKILLS

• Strong customer service skills with a Customer First attitude.

• Extensive skills and experience in desktop products including but not limited to Windows 10/11,SharePoint, and MS Office 365.

• Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and wireless devices.

• Excellent research and investigative skills.

• Extensive knowledge and experience in Active Directory, remote support tools, networking.

• Working understanding of software license management and compliance best practices.

• Ability to troubleshoot hardware and software issues and communicate solutions to customers both in the Central Office and in the field.

• Ability to communicate effectively orally and in writing with individuals and groups.

• Experience with Power Platform, PowerShell, SQL strongly preferred.

• System administration of Ivanti Endpoint Manager or a similar client management system such as SCCM, etc.