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Dover, DE - IT - DTI - End-User Services - Information Security Analyst 1
- Dover, Delaware, United States
- Dover, Delaware, United States
About
The Enterprise Desktop LAN Team at the Department of Technology and Information (DTI) is seeking a Senior Network Administrator to serve as the Subject Matter Expert (SME) for Zscaler and VPN solutions from an end-user perspective. Overview: This role will focus on supporting and troubleshooting Zscaler issues for end users, while the backend infrastructure and policy management are maintained by the security team. The ideal candidate will possess strong technical expertise in Windows desktop environments, enterprise deployment solutions, scripting, and security technologies while also demonstrating exceptional leadership and customer service skills. Key Responsibilities: Act as the SME for Zscaler and VPN solutions, focusing on end-user support, troubleshooting connectivity issues, and improving user adoption. Develop and deliver video training for Zscaler to educate and upskill the team. Create knowledge base articles, installation guides, and troubleshooting documentation for supporting Zscaler at the end-user level. Work closely with the security team to escalate and resolve issues efficiently. Build and maintain Windows deployment packages using SCCM, KACE SMA, Intune, or other system management appliances in an enterprise environment. Develop and maintain PowerShell scripts to automate administrative tasks and enhance system efficiency. Analyze Windows Event Logs to troubleshoot Windows desktop issues, identifying root causes of system and application errors. Review and interpret logs from SIEM solutions to support security investigations and system diagnostics. Support enterprise Windows 10 and Windows 11 desktop environments, ensuring seamless deployment and security compliance. Contribute to team training initiatives, mentoring staff, and improving knowledge-sharing processes. Assist with scaling enterprise solutions, including new technology rollouts and process improvements. Provide high-quality customer support, ensuring a positive end-user experience. Work on service tickets, providing remote and occasional onsite support for agency locations when issues cannot be resolved remotely. Work Schedule & Environment: Schedule: Monday – Friday, 8:00 AM – 4:30 PM On-Call Rotation: Required after 4-6 months, one call around once a year Monday at 4:30pm to the next Monday at 8am. Work Model: This is an onsite role, with one remote workday per week provided to new hires after three months, contingent on performance and goal achievement. Enterprise Scale: Supporting approximately 7,000 users and 10,000 devices, primarily running Windows 10 and Windows 11, with a small footprint of macOS devices. This position offers an exciting opportunity to lead end-user Zscaler VPN support initiatives, enhance enterprise security adoption, and contribute to the strategic growth of DTI’s enterprise desktop infrastructure. Seniority level: Mid-Senior level Employment type: Full-time Job function: Other - IT Services and IT Consulting
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Languages
- English
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