Endpoint Systems Technician

The Endpoint Systems Technician configures, deploys, maintains, and troubleshoots desktops, laptops, tablets, and mobile devices. They work with internal and external Information Technology professionals and vendors to implement security measures, manage software updates, and provide technical support. Collaboration with faculty and students enhances the educational experience and ensures optimal performance of endpoint systems. This role is crucial for maintaining the reliability and security of the university's endpoint systems. This position reports to the Endpoint Systems Coordinator.

Primary Duties and Responsibilities:

• Install, configure, and test operating systems, application software, and system management tools.
• Investigate, analyze and resolve hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of issues.
• Evaluate existing endpoint system's hardware and perform systems upgrades.
• Deploy endpoint devices according to company standards and procedures.
• Collaborate with the IT team to develop and implement endpoint security policies and procedures.
• Provide technical support and assistance to end-users, resolving issues via phone, email, or person.
• Document all endpoint-related activities, including configurations, maintenance tasks, and troubleshooting steps.
• Execute off-hour provisioning, maintenance, and operations activities.
• Collaborate with hardware and software procurement vendors.
• Research and implement new technologies and solutions to enhance the efficiency and security of endpoint systems.
• Evaluate and prioritize incoming work order requests for assistance and update tickets with accurate and timely status.
• Maintain accurate equipment inventory in the Information Technology Service Management (ITSM) System
• Lead and participate in IT projects to improve endpoint system performance and user experience.
• Performs other related duties as assigned.

• Education: Bachelor's Degree in IT, Computer Science, or a related field and 1 year of relevant work experience

 (OR)

Experience:  High school graduate or equivalent and 5 years of experience in Endpoint Management or Administration 

Knowledge, Skills, and Abilities:

• Knowledge of Windows and macOS operating systems.
• Knowledge of mobile device management (MDM) solutions (i.e., InTune and JAMF).
• Familiarity with industry-standard cybersecurity practices.
• Experience with an Information Technology Service Management Tool.
• Customer-oriented with an ability to explain tech to non-tech users.
• Detail-oriented and highly organized.
• Ability to work independently and as part of a team.
• Ability to think critically to tackle complex problems with innovative solutions.

• Ability to interact effectively and appropriately with diverse populations, the university community, and the public.

• Excellent communication skills, both verbal and written.

• Ability to adhere to established policies and procedures.

• Ability to communicate effectively.

• Ability to maintain confidentiality.

Physical Requirements:

Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.