Endpoint Support Engineer

Salary/Position Classification

• $51,000+ annual, Exempt
• 40 hours per week
• This position will work onsite the Grand Forks, ND campus.

Purpose of Position

This position will work as part of a creative and talented team to support students, faculty, and staff in the pursuit of technical innovation and academic excellence. This position will help maintain UIT’s ongoing commitment to Safeguarding UND and supporting IT Service excellence by designing, implementing, securing, and supporting the university's endpoint computing environment to ensure reliable, efficient, and secure access to technology resources.

Duties & Responsibilities

• Deploy, maintain, and monitor endpoints, supported software/systems, and associated peripherals
  • Assist with the administration and maintenance of endpoint management tools such as Jamf, SCCM, Microsoft Intune, and other server applications.
  • Assist with the creation, maintenance, and deployment of computer operating system images. 
  • Assist with the creation and deploy software packages, patches, printers, and other objects. 
  • Install, configure and troubleshoot desktop operating systems, network drivers, protocols, and other clients. 
  • Assist with the planning, deployment, and administration of Microsoft Intune policies, configuration profiles, application deployments and device enrollment. 
  • Ensure constant uptime and maintenance of classroom computer endpoints. 
  • Develop a working knowledge of networking fundamentals (of the university’s network) to better resolve network communication problems. 
  • Develop, modify, and troubleshoot scripts to automate endpoint management, inventory, administrative or other tasks. 
  • Research compatibility of new and existing equipment. 
  • Provide first level support for campus managed print services by verifying reported issues, coordinating vendor service requests, performing basic troubleshooting, and assisting with firmware deployments.
• Assist Faculty, Staff, and Students with their technology needs. 
  • Provide a wide range of technical support including setup, configuration, or troubleshooting of computer and peripheral equipment and software applications for students, faculty, and staff via phone, email, chat, in-person, or remote. 
  • Research issues and see problems through to resolution while keeping customers, other team members, and leads informed.  Document all issues, track time, provide status updates, and ensure timely resolution of tickets within the UIT ticketing system. 
  • Interact with users on questions regarding hardware, software, and peripherals; provide choices, solutions, and recommendations as needed. 
  • Assist in the lifecycle of university owned equipment including procurement support, replacement planning and retirement.  Work with hardware and software vendors to diagnose product issues, coordinate warranty repairs, and evaluate new technologies. 
  • Provide training on new hardware and software. 
  • Represent UND in a professional manner at all times by providing excellent communication and customer service. 
  • Maintain current knowledge with Windows operating systems, Active Directory, Azure, and Intune to support users. 
  • Actively seek opportunities for system improvements, new technology trends, enhanced capabilities, and products for the advancement of UIT operations. 
  • Provide technical support in the evening or weekends when required.
• Implementing Endpoint Security 
  • Identify and report compromised endpoints to supervisor/security team. 
  • Identify and partner with security to implement solutions for compromised endpoints. 
  • Ensure all endpoints meet security baselines and best practices. 
  • Ensure all endpoints have up to date anti-virus software. 
  • Ensure all endpoints meet UND encryption standards. 
  • Ensure endpoint compliance by utilizing Microsoft Intune, SCCM, Group Policy, JAMF Pro, Cortex XDR, Tenable or other tools. 
  • Test operating system updates, software updates, firmware updates and security changes prior to broad campus deployment.
• Communication, Documentation, and Other Duties as Assigned 
  • Create and maintain documentation of system changes and problems via the UIT knowledge base system. 
  • Participate in support meetings and assist with development of policies, endpoint standards, and standard procedures. 
  • Properly escalate unresolved issues to the appropriate level of support. 
  • Provide regular updates to supervisor and team members on status of various projects/issues. 
  • Other duties as assigned.
• Provide mentoring to student employees 
  • Assist student staff with technical issues or questions. 
  • Provide mentoring/training to student staff. 
  • Provide general oversight of the student staff. 

Required Competencies

• Excellent interpersonal skills
• Demonstrated excellence in customer service.
• Ability to communicate with non-technical and technical users.
• Ability to prioritize, multi-task, and meet deadlines.
• Demonstrated ability in problem solving, sound decision-making, and critical thinking skills.
• Demonstrated ability to work independently and be a team player
• Experience working in a structured, process-driven environment
• Strong customer service and communication skills.

Minimum Requirements

• Bachelor's Degree OR two years of college plus three years of related experience, including student employment or internship/s OR five years of directly related experience. Major field of study or degree emphasis: Information Systems, Computer Science, or related field.
• Experience working with Windows and Apple operating systems.
• Successful completion of a Criminal History Background Check

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire. This position does not support visa sponsorship for continued employment.

Preferred Qualifications

• Two years of experience including student employment and internships providing general information technology support.
• One year of experience including student employment and internships working with Active Directory and group policy.
• Two years of experience using software deployment solutions such as SCCM, JAMF, PDQ, KACE, MDT, etc.
• One year experience with an IT ticketing system.
• Technology certifications.
• Experience supporting Microsoft Office 365.