Endpoint Support Administrator

Job Details

Endpoint Support Administrator
Join our community and experience Emerson College!

This role is responsible for the triage and resolution of all Tier 3 support requests for both macOS and Windows endpoints, as well as the design, security, and management of asset inventory and staff and faculty printing on campus. In coordination with the Mobile Device Administrator, this role will be responsible for the training of student staff on Tier 1 support, and the tracking and evaluation of service and usage metrics.

Your Key Responsibilities:

Work with Windows and macOS Endpoint Administrators to test and deploy operating systems and software to College-owned endpoints, including the optimization of specialized software and ensuring functionality across multiple hardware configurations. Develop design and administrative skills in both macOS (Jamf) and Windows (WorkspaceOne) endpoint management tools.

Assign, triage, and resolve Tier 3 support requests received via phone, walk-in, email, and online form. Lead communication with internal IT departments and other support departments on problem identification, escalation, and resolution. Communicate directly with Emerson students, staff, and faculty to help diagnose, troubleshoot and repair College-owned endpoints. Utilize a variety of tools to prioritize and track assignments, including our service desk software for support requests (Zendesk), our project management tracking tool (Asana), and our chat service for internal departmental support (Slack).

Administer campus staff/faculty printing utility (PrinterLogic), and act as primary point of contact for support requests for additions, updates, and hardware configurations for the current printing environment. Coordinate with Tier 1 and Tier 2 support teams to address printing issues and hardware maintenance, and resolve Tier 3 support requests for the platform with manufacturers. Assist with creation and maintenance of documentation and training materials for PrinterLogic.

Build and maintain asset inventory tools in collaboration with User Services and MTP leadership, including development and maintenance of asset tracking schema, and software license tracking with vendors and support teams. Serve as the primary point of contact with asset inventory developers and equipment suppliers. Responsible for campus communication regarding updates and changes to asset inventory.

Your Other Responsibilities:

Work with other Tier 2 staff to lead student staff training on proper troubleshooting and resolution of Tier 1 issues. Oversee student staff training opportunities, including modeling best practices for customer service, phone support, creating documentation and guides for student staff, and being a part of in-person training and orientation meetings each semester.

Work with other Tier 2 staff to review inventory and usage statistics for ticketing platform, software usage tracking, and other metrics. Analyze trends, identify areas for improvement, and work with the leadership team to implement changes to endpoint deployment, equipment utilization, and software licensing based on feedback.

Perform other relevant duties as assigned.

Your Qualifications:
  • 3 to 5 years of experience as a desktop support technician or equivalent in a medium- to large-scale environment (500+ endpoints)
  • 1 to 3 years of experience administering systems that support endpoint computing, particularly print management
  • Strong knowledge of macOS and Windows operating systems
  • Experience in working with Jamf and WorkspaceOne, or equivalent systems
  • Experience in administration and deployment of key endpoint technologies (Adobe, Microsoft Office, endpoint security)
  • Expertise with asset management, including development and maintenance of asset schema
  • Strong written, interpersonal, and verbal communication and customer service skills
  • Advanced hardware and software troubleshooting skills
  • Experience with ticketing and project management platforms

You'll be preferred if you have:
  • Bachelor's degree from an accredited university in a field related to this role (an associate's degree and significant relevant experience may be accepted in lieu of bachelor's degree)
  • Experience in the field of higher education support
  • Knowledge of usage tracking and metrics evaluation
  • Interest in learning, problem solving, and new technologies

Work Environment:
  • Typical office environment
  • Ability to sit for long periods
  • Ability to concentrate for long periods of time
  • Ability to lift up to 30 pounds
  • Work location: Hybrid (Three days on-site per week, including Fridays)

Grade of Position: A16E

Scheduled Weekly Hours: 36.25

Salary: $62,600.00

This position will be exclusively represented by the Service Employees International Union (SEIU), Local 888 for purposes of wages, hours and other terms and conditions of employment.

In addition to a competitive salary, Emerson College is committed to the health and well-being of our employees and family members. We offer a generous benefits package to regular staff scheduled to work 20+ hours per week.

Benefits include outstanding health plans with limited out-of-pocket expenses, dental plans, generous time-off programs, and a 403(b) retirement benefit with a 9% employer contribution once eligible. Additional benefits such as life and disability coverage as well as commuter offerings are available.

Please refer to our benefits website for a full list of benefits and eligibility requirements.

To apply, please visit: https://emerson.wd5.myworkdayjobs.com/en-US/Emerson_College_Staff/job/Boston-Campus/Endpoint-Support-Administrator_JR003712

About Us
Emerson College is the nation’s only four-year institution dedicated exclusively to majors in communication and the arts in a liberal arts context. Its main campus is located in the center of the dynamic multicultural city of Boston, in close proximity to major publishing houses, arts institutions, and research centers. The college also has campuses in Los Angeles and the Netherlands. Emerson College enrolls over 4,300 graduate and undergraduate students from more than 70 countries and all 50 states.

Diversity Statement
Emerson College believes diversity enriches the educational experience by providing students with the opportunity to learn from individuals who may have different backgrounds, experiences, and perspectives. Engagement with diversity in the curriculum, in our co-curricular offerings, and all other aspects of the College enhances the personal and intellectual growth of all members of our campus community. Emerson is committed to strengthening communities, including our workplace, by fostering the development of the intercultural competencies necessary for meaningful citizenship in an increasingly complex, pluralistic society. Emerson College does not discriminate on the basis of sex/gender in its educational programs or activities. Emerson has designated the Associate Vice President, Title IX, and Clery Coordinator to respond to inquiries regarding the College Sexual Misconduct Policy. The Title IX Coordinator may be reached at 8 Park Plaza, Transportation Bldg, Room 230 Boston, MA 02116; Telephone: 617-824-8999; email: [email protected]

Annual Clery Report
In accordance with the federal Clery and Campus SaVE Acts, Emerson College commits to providing all current and prospective students and employees with access to the annual campus security reports for each of our campuses. This report may be accessed from the Emerson College Police Department website.

Grade Ranges
Information on Emerson College staff grade range

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Located in Boston, Massachusetts, opposite the historic Boston Common and the Commonwealth's State House, in the heart of the city’s Theatre District and bordering its Chinatown neighborhood, Emerson College educates individuals who will solve problems and change the world through engaged leadership in communication and the arts, a mission informed by liberal learning.

Emerson College is the nation’s only four-year institution dedicated exclusively to majors in communication and the arts in a liberal arts context. Its main campus is located in the center of the dynamic multicultural city of Boston, in close proximity to major publishing houses, arts institutions, and research centers. The college also has campuses in Los Angeles and the Netherlands.The College has 5,100 undergraduates and graduate students from  58 countries and all 50 states.

For more information, visit www.emerson.edu.

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