Endpoint Services Specialist (Regular, Senior, or Lead) - Office of the CIO (A1700429)




Endpoint Services Specialist \Senior Endpoint Services Specialist \Lead Endpoint Services Specialist
Technology Services at Illinois
University of Illinois at Urbana-Champaign

Technology Services at Illinois is the provider of campus-wide computing, networking, communications technology, and instructional technology services supporting academic activities of faculty, staff, researchers, and students at the University of Illinois at Urbana-Champaign. Our mission is to a strong, agile, and customer needs-oriented organization by providing cost-effective, value-added IT services and solutions.

Technology Services has openings for six (6) Endpoint Services Specialist and/or Senior Endpoint Services Specialist and/or Lead Endpoint Services Specialist positions. Currently we have openings for 2 candidates with our PC team, 3 candidates with our Mac team, and 1 candidate with the Mobile Device team. Endpoint Services Specialist have a multi-campus scope, collaborating with system administrators within the central IT organization and units across all campuses. These positions provide enterprise level infrastructure and support for all endpoints for faculty, staff, lab, and other associated groups. Endpoint Services includes support of products and systems that allow for the remote and automated deployment to an endpoint of items such as operating systems, patches, updates, drivers, security items and applications to desktop, laptop and mobile devices.

Each team has a specialty factor based on the platform and software in use by the team. We are looking for a variety of individuals with the ability to accomplish the work outlined below, while realizing that not everyone will be performing all the duties at all times.

Currently experience needed is as follows:
  • The PC team is looking for experience with items such as SCCM, Windows SUS, Windows 7 and newer, Windows Server 2008 and newer.
  • The Mac team is looking for experience with items such as: Munki, Munki Report, Reposado, Apple SUS, Deploy Studio, and Mac OS X 10.11 and newer
  • The Mobile Device team is looking for experience with items such as AirWatch, iOS, Android, and Apple DEP.


Primary Position Function: Play a significant role in maintaining production level IT services that are robust, high-quality, and reliable, meeting the needs of Technology Services customers in relation to the Endpoint Services effort to provide enterprise level infrastructure and support for all endpoints for faculty, staff, lab, and other associated groups. Endpoint Services includes support of device lifecycle events including procurement, inventory, disposal, as well as products and systems that allow for the remote and automated deployment to an endpoint such as operating systems, patches, updates, drivers, security items and applications to desktop, laptop and mobile devices.

Senior Position Function: In addition to the Primary Position function, this position is also responsible for creating, deploying and maintaining the production level IT services

Lead Position Function: In addition to the Senior Position function, this position is also responsible for planning the production level IT services and will assume primary or secondary responsibilities for one or more Endpoint Services.

Minimum Job Duties and Responsibilities
  • Manage, support, and maintain servers and tools that allow for remote and automated deployment of operating systems, patches, updates, drivers and security items to thousands of desktop, laptops and mobile devices across the entire university system.
  • Apply independent judgment, through testing and research, to keep up to date and deprecate shared content on endpoint management services, included but not limited to software packages, drivers, OS and boot images, configurations, and items in support of security policies.
  • Work with unit IT Professionals and Help Desk personnel to analyze issues and provide ongoing guidance and solutions related to the services.
  • Ensure excellent customer service. Act as an advocate for customers of the service. Resolve customer satisfaction issues.
  • Analyze and provide usage, security, compliance, and inventory data to respective groups.
  • Communicate to stakeholders, contributors, unit IT Professionals, Tier I Help Desk and end-users, via appropriate communication channels, about service offerings and issues.
  • Apply interoperability standards and best practices as adopted by the organization.
  • Participate in the creation and adherence to Standard Operating Procedures, guidelines and processes. Contribute to documentation and training.
  • Contribute to, and perform, quality assurance procedures, as necessary.
  • Participate in supporting the full life cycle of an endpoint from procurement and inventory, to setup and reporting, through proper disposal.
  • Regularly attend training required to keep current with changes in technology. Participate in training across all endpoint services offerings and tools.
  • Participate constructively in meetings with relevant, concise and reasoned analysis of topical matter.
  • Understand the applicable processes and procedures of the organization and make recommendations in the continuous improvement of those processes and procedures, providing for management analysis and recommendations on improvements.
  • Work non-traditional hours and respond to on-call requests to provide 24 x 7 service availability.


Senior - Job Duties and Responsibilities

In addition to many of the minimum job duties and responsibilities:
  • In coordination with the Endpoint Services team: design, maintain, and plan for evolution of services; including expansion, consolidation and sun set duplicative and unnecessary services.
  • Create, update, test, research and deprecate shared content on endpoint management services; included but not limited to software packages, drivers, OS and boot images, configurations, and items in support of security policies.
  • Create and maintain automated solutions to provide efficiencies for the service, team members, and unit IT via programming or use of third party services. This includes, but not limited to, items such as automation of software packaging, device enrollment, and report delivery.
  • Plan for disaster recovery and business continuity as deemed appropriate for the service.
  • Ensure excellent customer service. Act as an advocate for customers of the service. Resolve customer 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.
  • Work with unit IT Professionals to develop customizations within at-scale solutions, whether via features, configuration, or distributed components. Provides ongoing analysis and guidance as necessary.
  • Recognize the need for, and implement, appropriate components to support security policies and procedures.
  • Implement and respond to monitoring alerts for the service.
  • Participate in shared governance around policies, procedures and major changes.
  • Participate in Change Management and Incident Management, including communications planning for before and after changes/incidents. Be aware of major business cycles that affect service offerings.
  • Conduct product evaluations, and communicate with vendors, or other third parties, to maintain best practices for their products and troubleshoot issues.
  • Analyze and provide usage, security, compliance, and inventory data to respective groups.
  • Communicate to stakeholders, contributors, unit IT Professionals, Tier I Help Desk and end-users (via appropriate communication channels) about service offerings and issues.
  • Apply and contribute to the creation and maintenance of service-based documentation for various audiences; including Standard Operating Procedures, guidelines and processes.
  • Contribute to, and perform, quality assurance procedures, as necessary.
  • Participate in supporting the full life cycle of an endpoint from procurement and inventory, to setup and reporting, through proper disposal.


Lead - Job Duties and Responsibilities

In addition to many of the Senior job duties and responsibilities:
  • Manage central servers (or coordinate with those that manage the servers and/or host providers), hardware, networking, OS, and other dependencies.
  • Design, coordinate, sequence, assign, execute, and track activities for workgroup and project teams.
  • In coordination with the Endpoint Services team, lead the creation of, and set guidelines for, default collections for content, configurations, and settings using endpoint management tools.
  • Lead the creation and maintenance of automated solutions to provide efficiencies for the service, team members, and unit IT via programming or use of third party services including but not limited to, items such as automation of software packaging, device enrollment, and report delivery.
  • Work with unit IT Professionals to provide ongoing higher tier analysis and guidance.
  • 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.
  • Provide leadership for team members, the service as a whole and to each independent area of the service; including feedback and appropriate training related to employee performance of day-to-day operations. Serve as a mentor and/or coach to other Technology Services staff members and advise those staff members on projects.
  • Design and participate in Change Management and Incident Management, including communications planning for before and after changes/incidents. Be aware of major business cycles that affect service offerings.
  • Design testing and quality assurance procedures to be followed by team members, and contribute to testing as necessary.


Minimum Requirements
  • Minimum two years of experience in an information technology field.
  • Demonstrated experience with Windows or Macintosh operating systems (Server and Desktop).
  • Demonstrated experience with foundational networking technologies such as DHCP, DNS, PXE, Netboot, multicast.
  • Demonstrated ability in effective communication and collaborating in a high performance team environment.
  • Demonstrated commitment to customer service.
  • Experience in participating in diverse workgroups.
  • Demonstrated knowledge and understanding of service lifecycle management processes including incident management, change management, root cause analysis, testing, and monitoring.
  • Demonstrated ability in developing scripts to automate processes.
  • Ability to create and maintain appropriate service management documentation.
  • General understanding of Endpoint Services management and deployment tools.


Senior Requirements
  • Minimum three to five years of experience in an information technology field.
  • Minimum two years of experience with endpoint services management and deployment tools used in conjunction with Windows, Mac OS or mobile devices; such as SCCM, Munki, Airwatch or others.
  • Experience diagnosing and troubleshooting issues with an Endpoint Services product as well as client interactions with the Endpoint Services product.
  • Demonstrated system administration experience with Windows or Macintosh operating systems (Server and Desktop).
  • Demonstrated experience and understanding with foundational network technologies such as DHCP, DNS, PXE, Netboot, multicast.
  • Programming experience in at least one relevant language.
  • Proven creative problem solving skills.
  • Experience leading a team of IT professionals.
  • Demonstrated ability in effective communication and collaborating in a high performance team environment.
  • Demonstrated commitment to customer service.
  • Experience in participating in diverse workgroups.
  • Demonstrated knowledge and understanding of service life cycle management processes including but not limited to change management, monitoring, testing, release management, security, capacity planning, business continuity, and disaster recovery.
  • Basic project management skills and knowledge.


Lead Requirements
  • Minimum five to seven years of experience in an information technology field.
  • Minimum four years of experience with endpoint services management and deployment tools used in conjunction with Windows, Mac OS or mobile devices; such as SCCM, Munki, Airwatch or others.
  • Demonstrated system administration experience with Windows or Macintosh operating systems (Server and Desktop).
  • Demonstrated experience and understanding with foundational network technologies such as DHCP, DNS, PXE, Netboot, multicast.
  • Experience diagnosing and troubleshooting issues with an Endpoint Services product as well as client interactions with the Endpoint Services product.
  • Programming experience in at least one relevant language.
  • Proven creative problem solving skills.
  • Demonstrated experience developing and executing entire projects using project management best practices.
  • Experience planning, developing, and implementing a new IT service of significant impact.
  • History of continuous professional development.
  • Experience leading a team of IT professionals.
  • Demonstrated experience with leadership concepts, such as coaching, mentoring, delegation, culture and understanding of presence.
  • Demonstrated ability in effective communication and collaborating in a high performance team environment.
  • Demonstrated commitment to customer service.
  • Experience in participating in diverse workgroups.
  • Experience with SQL, WQL, and/or SSRS.


Preferred Requirements
  • History of continuous professional development.
  • Experience with Active Directory.
  • Experience with leadership concepts, such as coaching, delegation, culture and understanding of presence.
  • Experience with a programming language to be used for automation and report delivery.
  • Experience with SQL, WQL and / or SSRS.
  • Demonstrated willingness to learn and is self-motivated.
  • Experience with packaging applications for use in an endpoint management system.
  • Knowledge of IT environments in University settings.
  • Demonstrated knowledge of accessibility and usability standards.
  • Relevant and recent training and certification to Endpoint Systems.


Appointment Status and Salary

This position is a regular, full-time, twelve-month academic professional appointment and includes salary and a benefits package (24 vacation days, 12 sick days, health, dental, vision, SURS retirement). For other University provided benefits, please go to: https://nessie.uihr.uillinois.edu. Salary is competitive and commensurate with qualifications and experience. There will be no relocation costs included in this package. Applicants should have a current, valid legal authorization to work in the United States. The start date is as soon as possible after search closes.

The University of Illinois conducts criminal background checks on all job candidates upon acceptance of a contingent offer.

To Apply

For full consideration, applications should be received by July 31, 2017. Please create a candidate profile at https://jobs.illinois.edu and upload a combined package of materials in one file - PDF preferred (letter of application, resume, and the contact information for three professional references). For further information about this position, please contact Rhonda Miller at techsvc-hr@illinois.edu or call (217) 333-4222.

The University of Illinois is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply. For more information, visit http://go.illinois.edu/EEO. To learn more about the University's commitment to diversity, please visit http://www.inclusiveillinois.illinois.edu



College Name or Administrative Unit: Office of the CIO
Category: Academic Professional
Title: Endpoint Services Specialist (Regular, Senior, or Lead) - Office of the CIO (A1700429)
Open Date: 07/17/2017
Close Date: 07/31/2017
Organization Name: Ofc of the Chief Info Officer

PI98712348