Tech Operations Engineer - Desktop Engineering - Crisis Prevention Institute

Our Story:
Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de-escalation and crisis prevention training and dementia care services. Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace. Since 1980, we’ve helped train more than 17 million people within service-oriented industries including education, health care, behavioral health, long-term care, human services, security, corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and Security of everyone. We believe the power of empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning.

The Role:

The Technology Operations Engineer plays a critical role in ensuring the success of CPI by overseeing the reliability, security, and stability of client and end-user systems. This role is responsible for managing comprehensive end-user client experience, ensuring seamless and efficient technology interactions. Additionally, the Technology Operations Engineer provides technical leadership and oversight for the Service Desk Team while delivering exceptional executive white-glove support to uphold operational excellence across CPI.

What You Get To Do Everyday:

• Responsible for the provision, configuration, and maintenance of hardware, software, and cloud-related infrastructure supporting CPI’s end-user environments, including laptops, virtual desktops, mobility management, SharePoint, M365 Productivity Suite, Teams, Outlook, license management, Macs, telephony, and executive support.
• Maintain and support end-user systems such as operating systems, drivers, security tools, hardware, conference room Audio-Visual (A/V) equipment, office technology, digital signage, and other collaboration tools.
• Ensure compliance by aligning hardware, drivers, operating systems, and application software with organizational patching standards, security policies, and operational requirements.
• Standardize processes to drive automation and enable rapid restoration of services within backup and disaster recovery environments.
• Plan, coordinate, and execute change control procedures to resolve issues, enhance systems, and improve both production and non-production environments.
• Advise management on tactical and strategic operational improvements to enhance capabilities, optimize costs, and increase delivery efficiency.
• Develop and maintain knowledge-based resources by creating frequently asked questions (FAQs), knowledge-based articles, and supporting documentation to enhance team efficiency.
• Improve Service Desk processes by developing and optimizing workflows, increasing team productivity, and ensuring consistent service delivery.
• Collaborate with leadership to define and track key Service Desk metrics and key performance indicators (KPIs), ensuring alignment with business objectives.
• Deliver frontline support to internal and external customers, ensuring prompt and high-quality resolution of technology service issues.
• Train staff in technology tools and processes as part of the onboarding process to ensure effective adoption and usage.
• Act as the escalation point for advanced issues, escalating critical matters to senior management when necessary.
• Manage incident management processes, service-level agreements (SLA), and service-level objectives (SLOs) to ensure high-quality service delivery and successful resolution of user requests.
• Document recurring issues and create detailed guides on newly implemented systems to facilitate team cross-training and knowledge sharing.
• Partner with business units and end-users to identify, implement, and maintain operational efficiencies when introducing technology enhancements or changes, ensuring smooth transitions and effective communication.
• Enforce standards and policies related to Service Desk and Technology Operations while maintaining reconciliation processes.
• Promote a culture of accountability, transparency, and operational excellence within Technology Services.
• Perform other position-related duties as assigned.

You Need to Have:

• Five years or more of experience working as a Windows system or network administrator
• Experience working with Active Directory/Azure Active Directory (AAD), Group Policy, SCCM, and Intune
• Experience working with Microsoft 365 Suite, including SharePoint, Teams, and Outlook, as well as email hygiene solutions and anti-malware products
• Experience working with macOS and supporting macOS devices in a mixed environment
• Experience working with Windows 11 and other end-user desktop operating systems
• Experience working with A/V solutions, including conference room audio-visual technologies and digital signage solutions
• Experience working with change control processes, incident management workflows, and technology services operations best practices
• Experience working with automation tools and scripting (e.g., PowerShell, Python) to streamline technology services processes and improve operational efficiency
• Experience working in environments that require high levels of security and compliance (e.g., patch management, access control)
• Experience developing and tracking Service Desk metrics, KPIs, and performance improvements
• Knowledge of Azure Virtual Desktop (AVD) or similar cloud-based virtual desktop solutions
• Knowledge of networking technologies, including LAN/WAN, VPN remote access, and common protocols such as DHCP, DNS, TCP/IP, and VLANs
• Knowledge of license management and software deployment processes
• Knowledge of Information Technology Infrastructure Library (ITIL) methodologies for managing and delivering technology services effectively
• Knowledge of backup and disaster recovery processes and tools
• Ability to gather, share, analyze, and effectively communicate information across technical and non-technical audiences.
• Ability to engage diverse business and technology groups, ensuring alignment and clear communication
• Meticulous attention to detail with strong troubleshooting and problem-solving skills
• Proficient in analyzing and resolving performance issues using industry-standard monitoring and reporting tools
• Collaborative team player with the ability to work effectively with peers, managers, and clients to achieve shared goals
• Ownership mentality, capable of working on a small, dynamic team while leveraging multiple technologies to drive results
• Exceptional communication skills, both oral and written, with the ability to convey technical and non-technical information clearly and effectively
• Strong interpersonal and organizational skills, excelling in customer-facing environments and managing critical issues with poise and professionalism
• Strong business acumen and strategic thinking ability

What We Offer:

• $110,000 - $120,000 annual salary
• Annual company performance bonus
• Comprehensive benefits package
• 401k
• PTO
• Health & Wellness Days
• Paid Volunteer Time Off
• Continuing education and training
• Hybrid work schedule

Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, diversity of thoughts and beliefs, creed, sex, sexual orientation, gender, gender identity, or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state, or local law. The Company will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.

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