Duties & Responsibilities

• Technical and Operational (Day to Day)
  • In coordination with Endpoint Services team: manage, support, administer, and maintain SaaS solutions, servers, and tools that allow for remote and automated deployment of operating systems, patches, updates, drivers and security items to thousands of desktops, laptops, and mobile devices across the entire university system.
  • Create, update, test, research and deprecate shared content.
  • Create and maintain automated solutions to provide efficiencies for the service.
  • Work with unit IT Professionals to meet their needs of the service.
  • Implement and respond to monitoring alerts for the service.
  • Participate in Change Management and Incident Management.
  • Assist with product evaluations, and communicate with vendors, or other third parties, to maintain best practices for their products and troubleshoot issues.
  • Implement appropriate components to support security policies and procedures.
  • Participate in supporting the full life cycle of an endpoint from procurement and inventory, to setup and reporting, through proper disposal.
• Support campus wide Endpoint Services of large scale: with greater than 20,000 end users, high risk, or complex infrastructure. • In coordination with the Endpoint Services team: assist others to maintain and plan for evolution of services. • Assist with business plans, conduct product reviews, and with architecting and implementing newly purchased or existing applications. • Assist in the planning for disaster recovery and business continuity as deemed appropriate for the service. • Participate in IT service projects of defined scope with shifting priorities and schedules. • Apply interoperability standards and best practices as adopted by the organization. • Contribute to, and perform, quality assurance procedures, as necessary. • Participate in training across all endpoint services offerings and tools. • Assume additional related responsibilities to enhance the mission of the organization as assigned. • Participate in shared governance around policies, procedures, and major changes.
• Ensure excellent Customer Service throughout Technology Services
  • Act as an advocate for customers of the service.
  • Communicate to stakeholders about service offerings and issues.
  • Provide training for unit IT Professionals, help desk staff and others on the use of the system. As well as training to other team members on running the service.
  • Apply and contribute to the creation and maintenance of service-based documentation.
  • Resolve customer issues.