Temporary Desktop Systems and Deployment Consultant II

Job Description:

Under the direction of the Hardware Services Manager, the temporary Desktop Systems and Deployment Consultant II is responsible for the testing, repair, and deployment of Apple computers for the Berklee community. The Desktop Systems and Deployment Consultant II also assists with the inventory and lifecycle management of Berklee computer assets. The Desktop Systems and Deployment Consultant II works cooperatively with Desktop Systems Engineer, Support Consultants and peer-level support staff across the institution. The Desktop Systems and Deployment Consultant II must have a broad range of experience and expertise in application, operating system, hardware and network troubleshooting as well as a commitment to delivering exemplary customer service.

ESSENTIAL FUNCTIONS/PRIMARY DUTIES AND RESPONSIBILITIES:

Functional/Technical:

• In partnership with the Desktop Systems Engineer and Distributed Systems support staff, ensure the functionality of current hardware with established desktop software and operating systems; aid in the establishment of the requirements for various desktop images used on Macintosh computers at the college; ensure compatibility of new Macintosh operating systems and hardware configurations

• In partnership with the Hardware Services Manager, plan and deploy new equipment.

• Supervise work-study students helping with computer deployment.

• Maintain working knowledge of all of the institution’s software and technology tools in order to assist in establishing how to best facilitate and implement their use in a given upgrade cycle.

• Responsible for receiving, tracking, and maintaining inventory of computer assets.

• Establish, plan and implement targeted upgrades and cycles.

• Ensure timely and responsible disposal of retired assets and equipment.

• Assist in asset life cycle management. .

• Test, prepare and introduce new MacOS versions.

• Assist in the planning of MacOS desktop and laptop and iOS mobile device management and deployment through the JAMF server suite.

• Establish best practices and processes for software releases.

• Perform advanced computer software, hardware and other IT service troubleshooting, both in the field and using remote support technology.

• Assist Support Consultants as needed and provide Level 2 hardware and software support for problems when phone support proves to be inadequate.

• Triage, troubleshoot and perform hardware repairs on Apple computers as needed.

• Act as escalation point for Support Consultant I, Support Analyst and Service Desk student and temporary staff for all support tickets.

• Regularly contribute to knowledge base and work with Knowledge Manager to ensure accurate content.

• Lead and deliver cross training efforts on a variety of technologies and services to help improve the overall support capabilities and versatility of Technology Resources.  

• Ensure timely delivery and set-up of desktop computer systems and peripherals for new hires.

• 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.

• Provide expert level consultation and analysis in a wide range of information technology as needed; Act as subject matter expert to assist departments in technology purchases, decisions, and changes.  

• Work with creative and media departments to establish custom workstation environments.

• Propose workflow strategy for maintaining active and archived backup solutions, which ensure redundancy and minimize risk of data loss.

• Stay current with industry trends and media driven software platforms to ensure the proper upgrade cycle for both current working operating systems as well as production software.

• Provide ongoing personalized support to users in related departments to ensure optimal and continued efficiency of their workstations

Teamwork:

• Delegate and escalate tasks from JIRA to TR staff and student workers when appropriate.

• Provide ownership of tickets assigned and follow through until resolution, including communication both internally and to the client.

• Provide guidance, training and direction to work-study students and Support Analysts.

• Promote IT training offerings to college staff. Actively advise and communicate changes to the Berklee computing environment and its impact on clients.

• 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 TR and with Academic Affairs Technology support 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 3-5 years of experience in the direct delivery of IT support.

• 3-5 years of experience in Apple computer repair

• 3-5 years of experience in the deployment of Apple computers.

• Strong technical skills in the configuration, installation and troubleshooting of macOS, Microsoft Office Suite, and experience troubleshooting peripherals (printers, scanners, etc.) and mobile devices (tablets, phones).

• Demonstrate specialized knowledge of Macintosh and Windows operating systems as well as Apple and PC hardware. An advanced knowledge of administrative software associated with these systems

• Experience using remote desktop management tools such as JAMF Pro.

• Working knowledge of local area networks and network administration and specialized knowledge of Active Directory, TCP/IP and wireless networking protocols.

• Ability to mentor and lead, and manage less experienced, college-age workers

• 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 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 multi-task, 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.

• ITIL v3 Foundations certification preferable.

• Network + certification preferable.

• A+ certification preferable.

• HDI Certification(s) –  Desktop Support Technician, Knowledge Centered Support Foundations/Principles.

• Required, up-to-date certifications (may be obtained within first 6 months of employment):

• Up to date Apple Certified Support Professional certification

• JAMF Certified Casper Technician (CCT)

• Preferable Certified Casper Administrator (CCA)

• One or more Apple Certified Specialist or Apple Certified Pro certifications.

• Demonstrate knowledge of, and an affinity for, the specialized software and hardware used in contemporary music education.

• Strong understanding of Mac OS.

• Strong understanding of iOS.

• Understanding of music, musical terms, and notation.

• Broad understanding of MIDI technology and hardware.

• Understanding of audio signal flow and basic audio engineering concepts.

• Strong understanding of the following applications: Pro Tools, Reason, Finale, Logic, NI Komplete, Native Instruments (list will change as needed).

• Broad understanding of digital and analog audio hardware, software synthesizers, sound libraries, and plugins.

• Strong written and verbal communication skills. Must be creative, detail-oriented, responsive to direction, and receptive to feedback.

SUPERVISORY RESPONSIBILITIES:

Oversees student employees. 

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 [email protected] 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)