Reporting to the Director of IT Support Services, the Endpoint Technician is part of a dynamic team responsible for providing the end-user community with the software and hardware components required to support the academic programs, research and administrative needs of the University and to maintain the strategic commitment to infuse technology, wherever appropriate, into the teaching, learning and administrative processes. The Endpoint Technician specializes in Mac support of devices campus-wide which includes assisting with the design, development and distribution of secured and standardized Mac configurations using the latest technologies.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Provide supervision of student and itinerant desktop teams in order to ensure they are equipped with the tools needed to support issues and/or requests.
Continuously review and evaluate workload; develop and implement improved methods for meeting goals and objectives.
Assist with the development and recommendation of appropriate budgets as it relates to Mac hardware and software technology which includes suggested models, upgrades on Mac system management.
Proactively review current technology and make continuous improvements to the image and security updates.
Create and periodically update documentation as it pertains to new or modified hardware and software.
Create and deploy Jamf policies to automate software distribution on Apple Devices.
Perform “Cradle to Grave” call resolution for hardware and software issues; coordinate with external departments and/or vendors.
Apply Apple standards in Automated Device Enrollment (DEP) and build, modify and/or deploy using MDM.
Understand the interdependencies of the windows desktop operating system as it relates to troubleshooting of printers, copiers, fax machines, and multi-functional devices.
Proactively utilize the department's ITSM tool to respond, update, and manage incidents and service request calls and close tickets in accordance with defined service level agreements.
Recognize potential customer conflicts, quickly de-escalate, and notify management.
Act as Team project lead on assigned projects that require a scope of work, communication of tasks and deadlines and participation in departmental projects.
Maintain accurate computer inventory hardware and software records, using JAMF Pro for Apple environment, and SCCM for Windows environment.
Research and understand new and emerging technologies in an effort to provide guidance campus-wide.
Respond quickly to changing service needs or unexpected technical issues solutions on-site or with remote access tools to customers with as little productivity disruption as possible.
Lead product and vendor evaluations in order to select best of breed products and implement and release these products into a production environment.
Assist with the coordination and relocation of computer equipment.
Provide troubleshooting support for the Windows operating system on computer hardware.
Establish and maintain liaison and cooperative working relationships with University Community members, private agencies and/or the public to accomplish the objectives of the Division of Information Technology.
Attend and participate in departmental and University events and functions.
Serve on standing and ad hoc committees as requested.
Perform other duties as assigned.
Management retains the right to add or change job duties at any time.
More information and to apply here: