Full Time Desktop Administrator Jobs in Pittsburgh, PA

Computer Support Analyst III and Team Lead - Computing and Technology Services (CTS)
Salary: $60,000annual salary
Benefits: The University offers generousbenefits including paid time off (holidays, holy days and vacation), employermatching contributions to the retirement plan, and tuition benefits foremployees and their eligible dependents. Learn more and explore benefits at www.duq.edu/benefits
Location: CTS on premise
Position Status: Full-time (35 hours perweek)
Hours: Generally Monday through Friday, 8:30a.m. - 4:30 p.m., but may vary based on operational need.
Position Number: 440518/10-1172
FLSA Status: Exempt
POSITIONSUMMARY:
The ComputerSupport Analyst III / Team Lead provides exemplary, high-level deskside supportto the University community while serving as a technical and operational leaderwithin the Technical Services team. This role supports daily team operationsand provides leadership coverage, particularly in the absence of the Manager ofTechnical Services. The Team Lead handles many of the more complex incidentsand requests, mentors and guides the other Support Analysts, ensures adherenceto service standards, and helps manage workload distribution through the ticketingsystem.
The position collaborates closely with CTSleadership, Endpoint Engineering, Information Security, and Tech Sales toimprove support processes, documentation, and service delivery overall.Responsibilities include contributing to the evaluation and deployment ofendpoint management tools, supporting campus-wide technology refresh planning,maintaining compliant desktop standards and images, and performingadministrative functions within desktop management platforms. The Team Lead isalso responsible for developing and maintaining procedural and knowledgedocumentation, monitoring incident trends-particularly those related tosecurity and access-and proactively working with Endpoint Engineering and theManager of Technical Service on improving the reliability, security, andsupportability of endpoint technologies.
DUTIES AND RESPONSIBILITIES:
Provides exemplary tier-III technical on-premise support directly to VIPs, departments,and users of computing resources across campus. This will require exceptionalcustomer service in person, via phone, and with the utilization of remote toolsas appropriate. The Computer SupportAnalyst III Team Lead will be a consultant, trainer, and implementor of newcomputer hardware and software deployment strategies and services across theinstitution.
Monitors,coordinates, and distributes service tickets, serves as the secondaryescalation point for complex technical issues related to endpoint operation'ssupported services, and assists with a timelyresolution in accordance with service level expectations, prioritizing supportrequests based on urgency and impact.
Collaborates with departmental and techpartner teams to resolve cross-functional issues and to assist at bringing theplans and projects of the endpoint teams to fruition.
Works with desktop engineering formaintaining asset inventory, assists with lifecycle management of IT equipment,ensures compliance with organizational policies, security standards, anduniversity support standards, and produces actionable reports that are relevantfor edge computing compliance and replacement.
Serves as a functioningmember of the Security Incident Response team, providing key supportinformation for effective and efficient response during a technology securityevent.
Provides mentorship, leadership, guidance, and technical expertise toSupport Analysts while assisting with complex technical issues, coordinatingworkloads and maintaining service standards.
Provides onboarding for new Support Analysts I's and II's in terms oftechnical training/shadowing, customer service best practices, operationalresponsibilities broadly, and overall expectations.
Completes otherduties as assigned.
SUPERVISORYRESPONSIBILITIES:
Supervisesstudent employees only, and advises technical staff.
Guides work of others whoperform the same work. May organize, set priorities, schedule and review work,but has no responsibility to hire, terminate, or make pay decisions. The position will assist in reviewingperformance and technical acuity of staff and help advise management ofshortfalls and extraordinary performance.
REQUIREMENTS:
Minimum qualifications:
Bachelor's degree in computer science or computer information systems from anaccredited educational institution.
Dell Tier II and Apple GSX support certification forHardware repair and service: enables the warranty support of the dell and applecomputing environments. Within 90 days of hire.
JAMF Pro 200 level certification: This certificationis for the management and Administration of the Apple device platform end toend. Within 1 year of hire.
Active directory group policy management and MicrosoftPower shell fundamental training: to administer change control and securitysetting to the windows device community and labs.
Minimum three to five years ofextensive customer facing desktop service support in both Apple and windowsplatforms.
Minimumof three years' experience deploying Windows and Apple computers in a managedenterprise environment utilizing services such as Microsoft Endpoint Manager,JAMF Pro.
Experiencewith IP address management, and desktop related network configurations andtopologies.
Experiencewith managed printer services and print server technologies.
Experiencewith securing IOS devices with JAMF Pro Mobile device management platform.
Experiencewith desktop security platforms such as Crowd Strike Falcon. Performing the appropriate file and security remediation's produced by the software management portals.
Experience with cloud-basedtechnologies such as Azure, Azure Labs, Intune, and Hosted JAMF Pro.
Preferredqualifications:
5-8 years of work-related experience.
Alternatively, the successfulcandidate may possess any equivalent combination of experience and training,which provides the knowledge, skills and abilities required to perform theessential job functions. This includes, but is not limited to, the following:
The ComputerSupport Analyst III / Team Lead is a highly customer-focused, front-linetechnical professional who provides advanced desktop and endpoint support tothe University community.
This role requires strong communication skills andthe ability to work effectively across teams and departments to meet serviceobjectives. The Team Lead mustconsistently integrate end-user needs into operational decisions,administrative processes, and technical solutions, while balancingresponsibilities across multiple functional teams and managing prioritieswithin an assigned work queue.
The position requires advanced knowledge of endpoint administration,deployment, and support technologies, paired with a strong understanding of end-userworkflows and expectations. The Team Lead applies systems administration skillsin test and virtualized environments, including system testing, development,and validation activities. Responsibilities may include server and serviceconfiguration to assess scope, risk, and project impact, as well as ownershipof assigned services, encompassing patch management, service quality, changemanagement, and high-availability considerations.
The role demands strong analytical and problem-solving skills. The TeamLead reviews technical documentation, knowledge base resources, and relateddata to evaluate multiple solution paths for endpoint and edge technologyissues, selecting approaches that best align with the University's overalltechnology environment.
In addition, the Team Lead must be capable of clearly presenting technicalinitiatives and recommendations to campus technology committees and leadershipgroups. This includes preparing and delivering presentations, providingperiodic updates, and producing reports that communicate progress, risks, andoutcomes to both technical and non-technical audiences.
Ability to establish working relationships with university tech community, willingnessto contribute actively to the mission of the University and to respect theSpiritan Catholic identity of Duquesne University. The mission isimplemented through a commitment to academic excellence, a spirit of service,moral and spiritual values, sensitivity to world concerns, and an ecumenicalcampus community.
APPLICATIONINSTRUCTIONS:
Applicants are asked to submit a cover letter, resume, and contact informationfor three professional references.
DuquesneUniversity was founded in 1878 by its sponsoring religious community, theCongregation of the Holy Spirit. Duquesne University is Catholic inmission and ecumenical in spirit. Motivated by its Catholic identity,Duquesne values equality of opportunity both as an educational institution andas an employer.