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|Date Posting Closes - External
||Information Technology Services
||Full-time, Limited Term
||Director, ICT Support
||The Desktop Architect is responsible for creating and maintaining a desktop computing environment in an AD landscape that meets the needs of the Laurier faculty and staff. This includes but is not limited to creating desktop images with several different operating systems and software applications, thorough testing of the images and application updates, setting up the appropriate infrastructure to push images and updates to all computers, and maintaining a library of desktop images. The incumbent is responsible for defining a communications strategy and process to disseminate communications related to image updates and changes. The Desktop Architect is expected to provide high quality technical resolutions to issues with the desktop computing environment and therefore must maintain a high level of knowledge in all university standard hardware, software, and peripherals.
The incumbent is expected to work with technical support staff in other departments of the university to ensure that the services offered by ITS meet the requirements of the institution.
The incumbent is expected to provide the necessary inputs to the rest of the organization in terms of the type and level of support needed to meet the requirements of the clients. He/she is expected to maintain a high level of knowledge of different operating systems and have a good understanding of where the industry is going including desktop architecture and desktop computing best practices.
This position has a university-wide mandate and is based at the Brantford Campus. Interpersonal interactions are required on an ongoing basis with departments at the Waterloo Campus, the Brantford Campus, the Kitchener Campus, the Toronto office and external partners. The incumbent will provide subject matter expertise to key university initiatives in a multi-campus environment.
||Desktop Computing Environment Strategy and Implementation Accountabilities
• Define a desktop computing environment that is robust, flexible, streamlined, and locked down to a specific level for all faculty and staff computers, kiosk computers, console computers in the classrooms & meeting rooms, and may also include all teaching and public access computer labs
• Define the technology and infrastructure to manage and maintain the desktop computing environment and images including how images will be created, updated, tested, refreshed, managed, and pushed out to new and used computers
• Implement the desktop environment confirming that proper controls and flexibility are in place to meet the needs for the university
• Certify the desktop computing environment is fully automated ensuring that desktop visits are eliminated for image management
Desktop Images Accountabilities
• Create robust images for the Laurier computer hardware standards ensuring there are a minimal number of images with the same core applications with additional ‘role’ based software tailored to the client’s requirements
• Recommend and implement appropriate desktop controls to ensure consistency, flexibility, ease of use and support, and be able to attain network connectivity at any campus, any building, any meeting room and any office
• Responsible for the integrity, configuration and management of the desktop image library
• Define process for identifying, testing, and updating the library of desktop images
• Responsible to create test plans for each change, document the results of the test on the test plan, define proper back-out plans ensuring that they are thoroughly tested, and responsible to use the defined Change Management process used in ITS
• Work with others in ITS to test and update desktop images for virus protection, web browsers, Java updates, desktop clients for standard applications such as MS Office Suite and Cisco’s Jabber, operating system updates including device drivers (not an inclusive list)
• Accountable to package software applications to push remotely to clients
• Clearly document the details of the desktop computing environment including image specifications
• Define the process to image new computers for the evergreen programs, kiosk computers, and classroom/meeting rooms and possibly teaching and public access computer labs
• Effective problem resolution and provisioning of services to the campus community, including provision of technical expertise and training
• Configures, updates and maintains client’s workstations and peripherals
• Stays current of desktop computing emerging technologies and makes recommendations
• Provides hardware and software assistance to clients remotely and desk-side if appropriate
• Performs hardware and software evaluations
• Ensures that service requests and incidents are logged, assigned, and resolved in accordance with service level agreements and service management best practices
• Basic support and triage of network connectivity – DHCP, DNS, TCPIP
• Provides software support on current PC operating systems (Microsoft Windows 98, 2000, XP, Win 7) and Mac OS
• Provides software support on desktop application packages including but not limited to MS Office Suite, Web Browsers
• May be required to provide technical support remotely and/or on site for all Laurier locations: Waterloo, Kitchener, Brantford, and Toronto. Travel is required to the other campuses
• Acts as a backup person for the Technical Support Specialists as required
• Performs other duties as assigned and participate on project teams as required
||• University degree in Computer Science with 5 years’ work experience in an IT environment, or equivalent combination of education and experience
• 5 years’ experience working in an Active Directory environment preferably creating and designing desktop images including GPOs and lockdown settings using security based parameters
• 3 - 5 years’ experience working with OS (Windows 7) deployment, application packaging, patch management & deployment solutions (ie. Tivoli or MS SCCM), and scripting (ie. Power Shell or VBScript)
• Must have Microsoft SCCM 2003 or later certification and Microsoft MCSE 2003 or later certification
• Excellent knowledge of VDI (Virtual Desktop Imaging)
• Extensive knowledge of Windows 7 & 8 operating systems including enterprise wide migration experience
• Advanced knowledge of Active Directory, Windows servers, Microsoft SCCM, TCPIP, DNS, DHCP, VPN, and desktop configuration
• Project Management experience
• Knowledge and experience with Macintosh OS and UNIX/Linux
• Advanced knowledge and technical experience with computer hardware & software, and the ability to troubleshoot and provide timely resolutions
• Knowledge and experience in computer productivity applications (Microsoft Office, Adobe products, Outlook email)
• Microsoft MCSE Certification and ITIL Foundation Certificate a definite asset
• Demonstrated exceptional customer service skills and strong knowledge of customer service best practices
• Excellent written and oral communication skill; be able to interact effectively with all levels of users with varying levels of technical expertise
• Ability to collaborate effectively with faculty and staff in a diverse high demand environment
• Strong organizational skills, accuracy and attention to detail, excellent problem solving skills, proven ability to handle multiple priorities, work under short deadlines and manage changing priorities
• Ability to work effectively with a small group of managers/staff - a team player
• A professional approach and positive attitude with a willingness to learn new technology showing initiative
• Ability to be discreet and to maintain confidential information
||$64,000 - $71,000.
||This is a full-time, limited term position for the duration of 1 year.
The incumbent may have to work outside normal hours and will be required to travel between campuses.
Hours of Work: The normal hours of work are from Monday to Friday, 8:30 am to 4:30 pm (35 hours per week) but may require flexibility to work occasional evenings and weekends for system maintenance/upgrades, project work, emergency calls for system failures and during peak periods in August, September & January to ensure operational efficiency. Where possible, the manager will adjust the schedule so no more than 35 hours are worked in a week.
Please submit a cover letter and resume.
Wilfrid Laurier University endeavors to fill positions with the best available candidates who have the appropriate combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.
Wilfrid Laurier University is committed to equity and values diversity. We welcome applications from qualified individuals of all genders and sexual orientations, persons with disabilities, Aboriginal persons and persons of a visible minority. To obtain a copy of this job description in an accessible format, please contact Human Resources at 519-884-1970 ext.2007.