Lead End User Support Engineer

Summary

The New York Power Authority is reimagining the role of the public utility and helping our customers take full advantage of the new electricity offerings. If you’re passionate about the customer experience and want to be part of our journey toward becoming the first end-to-end digital utility in the country, we want to hear from you. Learn more about us, our clean energy technologies and the trendsetting work we’re doing for New York State here (https://www.nypa.gov/about/).

The Lead End User Experience Engineer will work alongside a talented team of professionals accountable for the lifecycle management and support of NYPA's End User experience (desktop and mobile) ongoing digital initiatives and strategies. The candidate will have operational responsibilities and accountability for NYPA's desktop and mobile platforms, include our cloud VDI platform. This role is critical part of a larger cross-functional NYPA Information Technology team of Architects, Network Support, Incident Management, Cyber Security, Application Support and other teams to ensure stability, performance, availability and resiliency of key NYPA digital IT assets and services. SCCM experience is helpful.  #LI-JP1

Responsibilities

• Identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of NYPA’s End User solutions including Microsoft RDS, Office 365, Microsoft VDI, and Intune MDM.
• Assess and recommend operational efficiency improvements including but not limited to creating OS imaging deployment strategy across multiple business units. 
• Implement and maintain IT policies, procedures and best practices and serve as a lead point for the Directory Services team.
• Develop and lead the End User Support Knowledge Management repository.
• Lead, guide, and mentor other professionals in the help desk in solving customer queries
• Lead role in identifying trends, working with applications development group and infrastructure team to solve the issue and providing the end user a seamless support service
• Work closely with NYPA’s IT Service Management team to implement and follow ITIL / ITSM service delivery models.
• Responsible for providing level 1.5 support to Service Desk and EUC teams.

Knowledge, Skills and Abilities

• Familiarity with monitoring and telemetry platforms to manage infrastructure service SLAs, metrics, and KPI. 
• Strong knowledge of Microsoft SCCM is a must.
• Experience implementing ITIL / ITSM service delivery process and procedures.
• Knowledge and ability in the support of Microsoft 365 platforms including SharePoint Online, OneDrive, Teams, Active Directory, etc.
• Knowledge of Microsoft Security and Compliance tools with respect to the implementation of Data Loss Prevention mechanisms within the Microsoft 365 platform.
• Knowledge and experience with Microsoft KPI, certificate support and management and with third-party multi-factor authentication tools such as Okta, Duo Mobile, etc.
• Knowledge of endpoint management solutions of Windows, iOS and Android devices in Intune, SCCM and other device management platforms.
• Knowledge and experience with powershell scripting and use of command line for application deployments and to support existing applications.

Education, Experience and Certifications

• Bachelor’s Degree required; Information Technology Management or a related field preferred.
• Minimum 5 years’ experience in Information Technology field with focus on Windows operating systems.   
• Experience with scripting languages (Powershell, Visual Basic, etc) and automation tools 
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Working knowledge of office automation products, laptops, computer peripherals, like printers, scanners and moblie devices configuration.
• Experience leading projects and teams preferred

Physical Requirements

May be required to take occasional trips to other NYPA sites