What are the responsibilities and job description for the Endpoint Technician position at Montclair State University?
IMPORTANT APPLICATION INSTRUCTIONS:
- Upload Resume or Curriculum Vitae for automatic population of information to the application.
- The contact information, work experience, and education listed on your Resume/CV will be parsed and input into your Montclair application.
- Review information and double-check all fields containing information that the system parsed – the software is intelligent, but you need to verify that the data is accurate.
- In the “My Experience” section, you will find a Resume/CV upload option where you can submit your cover letter and all other supporting documents.
Note: If you have an expansive CV, we recommend that you apply manually and only include the positions you have held in the last ten (10) years. You will then be able to attach your Resume/CV, as well as all other supporting documentation in the "My Experience" section of your application.
Job Description
SUMMARY:
Reporting to the Director of Endpoint Engineering, 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 support of windows, mac and endpoint devices campus-wide which includes assisting with the design, development and distribution of secured and standardized 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.
- Independently manage workload, develop and implement improved methods for meeting goals and objectives.
- Assist with the development and recommendation of appropriate budgets as it relates to windows and software technology which includes suggested models, upgrades to the windows system management environment.
- Create and periodically update documentation as it pertains to new or modified hardware and software and processes
- Assists in the creation of enterprise policies to manage and maintain endpoint systems more effectively and efficiently.
- Perform “Cradle to Grave” call resolution for hardware and software issues; coordinate with external departments and/or vendors as needed.
- Implement necessary Group Policy Objects and Active Directory changes to support the desktop environment.
- Utilize to manage, deploy and monitor to create, customize, deploy, and maintain Windows images and task sequences via SCCM.
- Proactively utilize our ITSM tool to create, respond, update, and manage incidents and service request calls and close tickets in accordance within defined service level agreements; Recognize potential customer conflicts, quickly de-escalate, and notify management.
- Develop scripts and evaluates tools needed for the support team to support variety of use cases in troubleshooting and maintaining endpoint systems.
- Lead or participate in technical projects that require scope of work, project plan, communication of tasks and deadlines and participate in departmental projects.
- Assist with the support of VPN solutions and remote access for all client's Enterprise devices.
- Support and troubleshoot printers and other peripherals utilized across campus.
- Maintain accurate computer inventory hardware and software records, using our established asset process.
- 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.
- 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.
- Performs other duties as assigned.
- Management retains the right to add or change job duties at any time.
QUALIFICATIONS:
REQUIRED:
- Bachelor's degree from an accredited college or university. Relevant IT certifications/equivalent experience in an information systems role may be considered in lieu of degree.
- 4 years of direct, hands-on technical support on Windows and Mac computing hardware and software.
- Advanced understanding and experience in installation, configuration and troubleshooting with various desktop operating systems such as Windows (10 or higher) and MAC OS (10.14 or later) in an enterprise environment.
- Understanding of Active Directory administration and domains as it relates to management of our endpoint devices.
- Working knowledge of application packaging, PowerShell, batch, VBScript, or other automation technologies.
- Familiarity with Microsoft Azure and Office 365 environment.
- Strong understanding of networking concepts, TCP/IP, LAN/WAN, DHCP, DNS, Routing, Switching and Firewalls as it relates to the endpoint computing environment.
- Experience in ensuring the security of computing devices through endpoint security, security patching, firmware and device drivers updates.
- Demonstrated ability to troubleshoot applications such as Microsoft Office, Adobe and etc.
- Experience with advanced virus removals in enterprise environments.
- Strong understanding of computer and peripherals hardware in order to effectively diagnose failures.
- Experience managing incidents through a ticket management system.
- Ability to lift 40lbs or more.
PREFERRED:
- 3 years of experience on VDI and DaaS (Citrix, Microsoft) solution implementation, OS Imaging for VDI environment, cloud desktop, user profile and thin client engineering.
- 3 Strong experience in management using SCCM or MECM and Intune to manage endpoint devices.
- A , MCSA/MCSE, or Microsoft Certified Azure Solutions Architect certifications, a plus.
- Understanding of ITIL Framework
- Ability to create and deploy group policies.
- Ability to manage and lead projects.
- Effective database and presentation software skills; organization, planning and time management skills; research analytical and problem-solving skills.
- Experience working in Higher Education.
PROCEDURE FOR CANDIDACY
Applicants should include a resume and cover letter describing how their background, skills and education match the needs of the University. When applying, please take a moment to carefully read and follow the steps in the application instructions.
Department
Endpoint Engineering
Position Type
Support
Contact Information:
For questions or concerns, please contact Human Resources' Workday Recruiting Support at 973-655-5000 (Option 2), or email
talent
@montclair.edu
.
EEO/AA Statement
Montclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity.
Additional information can be found on the website at
www.montclair.edu/human-resources/about-us/eo-aa-and-diversity/
Title IX and 34 C.F.R. 106 Policy
Montclair State is required by Title IX and 34 C.F.R. 106 not to discriminate on the basis of sex or gender, and does not discriminate on the basis of sex or gender in the operation of education programs and activities. The requirement to not discriminate on the basis of sex or gender in the operation of education programs and activities extends to admission and employment. For further details, please visit:
https://www.montclair.edu/human-resources/job-seekers/
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