Endpoint Support Technician II LOCATION: Worcester
DEPARTMENT NAME: IT Infrastructure - Desktop Services
DIVISION NAME: Worcester Polytechnic Institute - WPI
JOB DESCRIPTION SUMMARY: Responsible for the continual delivery of technical support for a plethora of endpoints and services. Collaborate with the Helpdesk to provide on-site and in-house technical support for hardware, software, and configuration issues for WPI-owned computers and mobile devices. Assist in the asset management lifecycle including patching, maintaining records, and device decommissioning.
Responsibilities: Regularly provide drop-in, in-person, and phone/remote technical support to the WPI community for an array of services. Configure and deploy desktops, laptops and mobile devices for use on the corporate network, including installation and configuration of supported software and peripherals. Manage WPI-owned Apple and Windows devices through JAMF Pro, Connect, Protect and SCCM platforms to facilitate patch management, software installations, updates, and imaging. Proactive monitoring, reporting, and maintenance of endpoints to ensure security standards are achieved. Tasks include user outreach, documentation, planning, testing, monthly reporting, research, and consultation. Participate in routine team and organizational meetings to offer feedback, assess ongoing projects and tasks, collaborate on potential solutions or ideas, stay updated on the latest technology developments, and review workflows and policies. Install, repair, upgrade, and maintain desktops, laptops, and mobile devices (individual and lab/classroom) including printers and peripherals. Assist in asset management activities that include decommissioning devices for donations, to be used as parts, recycled, or redeployed. Maintain accurate asset records in a CMDB on deployed computers, assignments, and status. Maintain operability and organizational structure of JAMF Pro, Intune, and Microsoft Configuration Manager. Requirements: Bachelor's degree in relevant field. Jamf level certifications (100, 200, 300, 370, and 400) is preferred or equivalent experience in managing the platform. Minimum 6-8 years of relevant experience. This is an on-site position with a salary range of $55,400 - $67,900, depending on experience.
FLSA STATUS: United States of America (Exempt)
WPI is an Equal Opportunity Employer that actively seeks to increase the diversity of its workplace. All qualified candidates will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. It seeks individuals with diverse backgrounds and experiences who will contribute to a culture of creativity, collaboration, inclusion, problem solving, innovation, high performance, and change making. It is committed to maintaining a campus environment free of harassment and discrimination.
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