Windows Desktop Engineering & Support Co-Op
The ideal candidate has a passion for PC's running Microsoft Windows and is often relied on by others to "fix" and "upgrade" their computers.
Please ensure your COVER LETTER speaks to what relevant experience you have with the below desired requirements:
- Thorough understanding of Microsoft Windows Operating Systems
- Experience with troubleshooting common Windows issues (networking, printing, display adapters) as well as application related issues
- IT related major
- Ability to write clearly and concisely
- Strong organization / Project Management skills. The candidate must be able to follow-up on take-away’s, both their own as well as for others
- Working hours need to be flexible, as some activities will be restricted to out of hours and weekends
Environment
- Windows 7 and 10
- Desktops, Laptops and Citrix Virtual Desktops
- ServiceNow
Location
-Primarily Jersey City (across from PATH & Light Rail)
-Some work may be required at 53rd & Madison in Manhattan
Functions
1) Creation of Technology Knowledge Base system for Windows Engineering
Currently are Windows Desktop & Citrix Engineering teams are engaged daily by 1st and 2nd level support for assistance with a host of issues that typical impact 1 user.
We would like to build a Knowledge Base within our Service Now environment to help 1st and 2nd level support resolve issues quicker. This has the added benefit of allowing our Engineers to focus on projects that are impacting thousands of users.
The project would entail:
-monitoring EMAIL between our Support and Engineering groups to identify issues that should be documented as an article in the Knowledge Base
-drafting articles based on the Symptom raised by support and the resolution provided by Engineering
-choosing relevant keywords to make future searches successful
-the candidate would also have the opportunity to attempt to assist in resolving issues directly, by speaking with Engineers and responding to the support requests
-communicating new KB articles to the support organization on a weekly basis
-tracking which articles are helpful and which may need to be revised
2) Physical Desktop to Thin Client migration
We are in the process of migrating users from older “End Of Life (EOL)” physical desktop PC’s to a “Virtual Desktop Infrastructure”. As pert of this, we are replacing the physical desktops with small “Thin Client” devices that provide Keyboard, Mouse & Monitor connections and allow a user to connect to their VDI (which is in our datacenters).
The project would entail:
-configuring new Thin Clients with the ‘iGel” operating system
-physically replacing existing desktops with these new Thin Clients at desk locations and making all related KB, Mouse & Monitor connections
-resolving post-installation issues, such as display settings
3) Piloting new printer models and centralized management system
We have begun evaluating different brands of Multi-Function Devices (Copiers that also print and scan documents), as we are looking to upgrade to models that support scanning to Microsoft OneDrive as well as support SecurePrint.
The project would entail:
-Assisting with the evaluation of different models of MFD’s
-Testing their copying, printing and scanning features
-Coordinating installation of additional units with our business units
-Working with vendors and our support groups to schedule the installation of new units
-Working with our internal training/marketing team to create announcements/”How to” guides for the new units
4) Windows Patching – Data Analysis
The Windows operating system requires regular patching to ensure bugs are fixed and vulnerabilities are resolved. This requires us to review many different reports to identify PC’s that “are behind” so we may address them.
The project would entail:
-Reviewing different reports to identify what actions need to be taken
-Working with Engineering to identify an automated way of resolving the patching issue
-Engaging the support organization in cases where a manual “hands-on” fix is required
-Communicating with end users with steps they may need to take (eg: Instructing them to manually run an update on their laptop)