Technical Service Delivery Endpoint Engineer (flex-hybrid)

Description

Under the direction of the Technical Service Delivery Endpoint Engineering Manager, provide technical expertise and engineered solutions for the Windows/Mac desktop endpoint environment. Serve as an escalation point for the day-to-day 24x7 TSD Operations and other technology teams.

Major responsibilities include but are not limited to:

1. Desktop architecture, design, build, management, and support of the desktop infrastructure. This includes technologies such as Windows OS, In-Place Upgrades, Macintosh OS, Linux OS, networking concepts, programming concepts and paradigms, PowerShell and Bash scripts, printing, hardware, patching, security remediation, application deployments, anti-virus, full-disk encryption, desktop virtualization, and endpoint management software (Intune, Autopilot, Azure, JAMF, SCCM, etc.).
2. TSD project deliverables and execution of TSD resources.
3. Manage Active Directory and Azure/Intune desktop policies for ClinNet (Kiosks), Enterprise, and Desktop as a Service (virtual desktop/VDI endpoints).
4. Management of the Imprivata OneSign 'Tap Badge' software for all TSD supported ClinNet and applicable Enterprise workstations (management of policies, users, devices, licenses, etc.).
5. Ensure that policies, standards, standard operating procedures, and how-to documents are developed and that endpoints follow standard security guidelines and safeguards.
6. Communicate effectively, both verbally and in writing, to clients and peers.
7. Effectively apply escalation processes within the guidelines of the TSD SLA.
8. Resolve incidents and service requests in a timely manner. Demonstrate a strong commitment to Equity, Diversity, and Inclusion (EDI) by fostering an inclusive work environment, promoting diverse perspectives, and implementing EDI initiatives within the desktop engineering team and broader IT operations.
9. Participate in after-hours on-call support.

This flexible hybrid role allows for a blend of remote and on-site work, requiring presence on-site at least 3 times per quarter, on-site within 2-24 hours of being asked to come in, or as needed based on operational requirements. Please note, travel to the "home office" location is not reimbursed. Each employee will complete a FlexWork Agreement with their manager to outline expectations and ensure mutual understanding. These arrangements are periodically reviewed and may be adjusted or terminated as necessary.

Salary offers are based on a variety of factors including qualifications, experience, and internal equity. The full salary range for this position is $102,500.00 - $227,700.00 annually. The University anticipates offering a salary between the minimum and midpoint of this range.

Qualifications

1. Ability to monitor and report on statuses of endpoints utilizing SCCM/MECM & Intune.
2. Understanding of Networking and Active Directory.
3. Advanced knowledge of Microsoft Windows 10, Mac OS, Intune, Autopilot, SCCM/MECM, JAMF, and other endpoint management solutions.
4. Advanced knowledge of Microsoft Office products (O365, Office 2016, Outlook, Exchange, and OWA).
5. Understanding of project plans, presentations, procedures, diagrams, and other technical documentation.
6. Understanding of Networking protocols and standards: DNS, DHCP, WINS, and TCP/IP.
7. Ability to work independently with minimal supervision as well as in a team environment.
8. Ability to follow escalation procedures within the TSD Team and under the ISS umbrella.
9. Establish standards and procedures for best practices, enabling commitments to established SLAs.
10. Ability to research and test new technologies and processes.
11. Demonstrate ability to develop creative solutions to complex problems.
12. Understanding of various Desktop Management Systems such as anti-virus software, patch management, full disk encryption, SSO/Tap-Badge (Imprivata) software, and software delivery.
13. Ability to prioritize, organize, and execute work assignments.
14. Ability to communicate the status of various systems to management, leadership, and/or support personnel.
15. Ability to skillfully react to a fluid and constantly changing work environment.
16. Ability to train, delegate and review the work of staff members.
17. Advanced knowledge of ticketing systems (ServiceNow).
18. Strong technical abilities with excellent communication and interpersonal skills.
19. Advanced knowledge of cloud computing (Azure, Intune, Autopilot, DaaS, Box, OneDrive).
20. Advanced knowledge of standard desktop imaging and upgrade procedures; SCCM/MECM/MDT, Intune, OSD, PXE, thin vs thick images.
21. Advanced knowledge of VPN remote software and RDP setup.
22. Advanced knowledge of Windows and Citrix-based printing.
23. Understanding of ITIL overview and tier structure support using ticket tracking systems.
24. Advanced knowledge of Apple OSX and iOS operating systems and platforms.
25. Advanced knowledge of virtualization technologies (Citrix XenApp, XenDesktop, VMWare, Azure Virtual Desktop, Windows 365, Amazon Workspaces).
26. Advanced knowledge of IT Security applications (Cisco AMP, Aruba OnGuard, DUO, FireEye, Windows Defender, Windows BitLocker, Checkpoint Encryption, and USB allowlisting).
27. Must have a valid driver license and have reliable transportation.