Responsibilities
Participates in the evaluation and definition of the end-user experience, particularly as it relates to user interaction with the firm's hardware and line-of-business software applications.
Resolves tickets escalated from the TSC, especially to identify systemic issues, and recommends steps to remediate those issues. Works with TSC to develop processes, procedures and documentation to improve Level I resolution rates.
Utilizes in-depth technical knowledge of the Microsoft Office Suite (O365) and related applications from vendors such as Litera, Workshare, etc. to provide an exceptional user experience.
Establishes, communicates and administers best practices in terms of imaging, application packaging and distribution.
Creates, maintains and updates standard desktop image and software utilizing System Center Configuration Manager (SCCM), including regression testing, automation of silent incremental and full updates.
Evaluates and maintains defined procedures for imaging desktop and laptop hardware, including evaluation and testing of BIOS version, BIOS configuration and device drivers.
Collaborates closely with Citrix Engineers in monitoring the Citrix environment and optimizing system performance. Understands that the Citrix platform must provide equivalent performance and matching user experience to the desktops in the firm.
Assists in the planning, testing and execution of upgrade cycles for the Windows OS, core firm applications, and other Enterprise applications.
Evaluates and maintains existing standards for user profile management. Evaluates, selects and deploys specialized tools as necessary to ensure consistent user experience across environments (e.g. desktop vs. Citrix), as well as, backup, preservation and restoration of user preferences.
Assists in the development of application packaging standards. Collaborates with other members of the Desktop team to optimize UX-related settings and define standards for AppLocker, Windows Firewall, menus, Group Policy (and GP Preferences), user profiles, etc.
Maintains security of the desktop environment against the installation or execution of unapproved applications through a combination of AppLocker rules, NTFS permissions, Windows Firewall rules, Group Policy and other technologies.
Evaluates desktop hardware for optimal interaction with the Windows OS. Assists in the selection of new hardware and management of desktop hardware lifecycle. Defines standards for hardware support, including evaluation of drivers, BIOS settings and firmware management.
Defines standard deployment processes and timing and coordinate software rollouts with Desktop Administrator or others.
Works with software vendors to maintain critical systems such as Microsoft Office (O365), iManage Cloud, Adobe and other third-party applications.
Performs log collection and analysis, working with vendors' support engineers as needed, to diagnose issues and recommend resolutions.
Requirements
5+ years of experience with Microsoft desktop and infrastructure technologies, including designing, implementing and supporting these technologies
3+ years of experience with Desktop Management
3+ years of experience with SCCM
Experience in Application compatibility assessment and Application Packaging using silent installation methods in environments supporting more than 20 applications.
Microsoft or other industry certifications are a plus.
Prior Information Technology experience in the legal market is a plus.
Position also requires the ability to work under pressure to meet strict deadlines.
Effective communication skills, both written and oral. Strong interpersonal skills required to communicate with all other IS members, members of the firm (users of systems), and clients. Must have customer service attitude and ability to work well with other groups.
Other technologies we'd like to see experience with:
Group Policy/Group Policy Preferences, Active Directory, AppLocker, Windows Firewall, NTFS permissions, Windows registry, BitLocker, VBScript/HTA/PowerShell scripting, DNS, DHCP, Windows 10/Server 2016, Microsoft Office 365/2016, Internet Explorer 11, Microsoft Edge, Google Chrome and Citrix XenApp.
Other Skills
The person in this role must be experienced in working effectively with IT developers, architects and external vendors in advocating on behalf of end users.
Demonstrated willingness and ability to develop expertise in new technologies as needed.
Demonstrated competence in detecting and eliminating technical issues in complex systems, utilizing monitoring and other analysis tools to ensure optimal system performance.
Must subscribe to being highly available and responsive to occasional after-hours issues, as the firm operates on a near 24x7 basis.
Ability to participate in assessing business purpose of managed systems and to recommend operational or efficiency-related improvements.
Ability to act independently to meet goals and objectives identified by senior management, including the ability to assist in the creation of project plans and manage time effectively.
Works to ensure optimal performance and reliability of systems while also providing mentoring and knowledge transfer to other Engineers, Analysts and Technical Support Specialists. Acknowledges key role in responding to alerts and assisting Technical Support in analysis and resolution of issues.
Strong organizational skills, capability to schedule and coordinate multiple activities in results-oriented environment. Initiative and ability to enforce policies and procedures through influence.
Strong communication skills, including presentation skills and ability to tailor communications for the intended audience.
Strong time management skills with proven ability to multi-task and maintain professional demeanor under pressure.
Ability to function at a high level in a fast-paced environment where requirements and projects may change quickly.
Mentor and encourage other Desktop team members.
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