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Reporting to a Supervisor, this position provides technical, end-user support at an advanced level ensuring ISBE standards and policies are followed in configuration, installation, maintenance, upgrade, inventory control and general use of personal computers, thin clients, fat clients, laptops, printers, scanners, iPads, iPhones, projectors, and other peripheral devices. Conducts in-depth technical research to find solutions to technical problems. Identifies and resolves hardware and software problems, documenting activity according to department directives and providing follow-up to ensure end-user satisfaction. Performs VDI-related tasks in response to end user satisfaction; provides support with creation, maintenance and deployment of persistent virtual desktops.

  • Performs non-VDI Technical Assistance Team (TAT) related tasks in response to support requests and other routine TAT assigned duties that provide end-user support on all hardware and software.
  • Researches, investigates, diagnoses and resolves hardware and software problems.
  • Installs, upgrades, and re-configures hardware and software as needed.
  • Supports VDI with specific responsibilities.
  • Provides support in creating, updating, and maintaining persistent desktop master images.
  • Provides backup support in horizon view administration, including but not limited to, persistent desktop pool creation, user entitlement, maintains, and updates App Volume applications.
  • Performs VDI-related tasks in response to end user satisfaction.
  • Requires working closely with infrastructure team in completion of virtualization tasks.
  • Participates in and conducts training as requested.
  • Continues to develop knowledge and familiarity with supported equipment and services by attending meetings, training sessions, seminars, and industry related conferences to stay current on information technology products, vendors, techniques, and procedures applicable to TAT and VDI activities.
  • Performs other duties as assigned.


  • Bachelor's degree in Information Technology (IT) or Computer Science plus two years of IT experience or coursework in the last five years, or, a Bachelor's degree in any field plus three years of IT experience or coursework in the last five years, or, an Associate's degree in any field plus four years of IT experience or coursework in the last seven years, or, a high school diploma and eight years of experience in the last ten years. (COPY OF TRANSCRIPTS REQUIRED AT TIME OF APPLICATION)
  • Recent experience (within past 12 months) with direct, hands-on performance of diagnostic/repair/refurbish/deployment tasks for personal computers, printers, scanners, laptops, thin clients, fat clients, mobile devices, and/or other peripheral equipment.
  • Experience in laptop encryption.
  • Experience in both a standard desktop network environment and virtual environment that includes diagnosing and isolating trouble issues attributable to each, and the planning, design, testing, installation or connection of peripherals in each environment.
  • Experience troubleshooting performance issues related to hardware and software such as Windows and Microsoft Office, security, LAN connectivity, networking, and internet communications.
  • Experience in installation of operating systems and migration from one operating system to another.
  • Demonstrated diagnostic/repair/refurbish/deployment skills that show increasing responsibility.
  • Advanced knowledge of information technology concepts, principles, theories and the functions of computer systems.
  • Excellent organizational skills.
  • Ability to analyze data logically.
  • Ability to prioritize and manage multiple tasks simultaneously.
  • Ability to establish and maintain good working relationships with team members, management staff, and agency personnel at all hierarchy levels.
  • Ability to work independently on tickets and issues.
  • Ability to participate cooperatively on group projects.
  • Ability to quickly learn and apply new technologies.
  • Excellent oral and written communication skills.
  • Ability to translate technical issues and descriptions into user-friendly terminology.
  • Ability to write clear, concise, and thorough methods, process, and procedure documentation.
  • Demonstrated understanding of virtualization concepts, solutions, and practices.
  • Previous vendor or employer based training on VMware thinapp/thin client deployment and/or exact on-the-job training.
  • Ability to lift up to 50 pounds.

  • Experience in a large network environment.
  • Experience with preparing golden images and imaging laptops and thin client.
  • Experience with horizon view administrator or app volumes.


Technology Support & Infrastructure
$57,461 - $72,614 
$57,461 - $97,790
Monday – Friday 8:00 a.m. – 5:00 p.m.

How to Apply

To view full posting and apply electronically, please visit PRINCIPAL CONSULTANT #1877. Interested parties must submit the required application, cover letter, resume, and transcripts (unofficial until recommended for hire). The subject line should include the position number(s) you are applying for.

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