So three years ago when I started my new position, I inherited an existing site structure in an educational enterprise domain. There was a sysadmin assigned to the site and at one point there was evidently a few deskside support techs who were going to be given privileges. I knew nothing of this, but I knew the potential that existed with System Center Configuration Manager 2012 and with a friendly nod from the SysAdmin team, I jumped in head first.
For reference, I am a site support specialist, and my title is just Professional Technologist III. I provide tier 1, 2, and 3 level support. I spend dead time studying for certifications, which we will talk about later, and working on plans to autonomize everything I can. I have more than 10 years of supervisory experience, much of that experience was in the Corporate retail environment and part of it was in charge of a helpdesk. I believe efficiency and pro-activity is the absolute most cost effective way to run a helpdesk and to support the needs of the business.
So the breakdown of the existing site, included 1 Primary Site, 1 Site System Server, 5 additional Site Systems. Most Discovery Methods were enabled and some boundry groups configured, (1) Management Point, (1) Distribution Point, (1) Software Update Point, (1) Application Catalog and (1) Reporting Services site were enabled. No roles enabled for certificate based enrollment of any kind. They were using it basically to deploy 2 pieces of software and were not using anything else exclusively, not even reporting.
My initial goals:
- Replace our Ghost Server which was no longer going to be supported by Symantec. Develop SCCM into a full OSD deployment tool. Current OS’s at the time, XP SP1 Entr, Win 7 Entr, Win 8.1 Entr.
- Develop the Application catalog, to include primary software used by IT staff and Computer Support Contacts to aid in OSD w/ application and standard application installation across the entire domain for site licensed software.
- Develop Reporting features to aid in IT inventory tracking and compliance of OS and software versions.
- Train Technicians to use OSD, Application, Reporting, and Remote Tool features to advance their troubleshooting efficiency.
- Work with the team to find other ways to make our jobs more efficient. **Automaton**