Endpoint Systems Analyst
Department: Information Technology
Supervisor: Associate Director of User Services
FLSA Classification: Non-exempt
Schedule: Regular, 12 mo., FT, M-F
IPEDS Classification: 15
The Endpoint Systems Analyst works closely with other User Services personnel on the IT staff to assure a high level of user satisfaction with all aspects of workstation operation and support across campus. The Analyst will assist in determining suitable hardware or software to meet user requirements, troubleshoots software and hardware failures and identifies network problems when they relate to servers, endpoints, platform, or related peripheral equipment.
- Coordinates repair of Windows and Mac hardware or software issues promptly.
- Upgrades Windows and Mac hardware on a four-year cycle.
- Provides faculty and staff with appropriate hardware or software needed to perform their jobs.
- Keeps documentation up to date.
- Ensures Windows and Mac laptops are encrypted.
- Works with Dell and Apple support to resolve hardware or software issues in a timely manner.
- Corresponds with users to diagnose and repair hardware or software failures.
- Ensure copier/printer downtime is minimal.
- Ensure service is performed as needed.
- Ensure copier leases are reviewed and renewed.
- The relationship with our vendor is positive.
- Ensure that copiers are replaced and set up as needed.
- Ensure copiers and printers are optimized for efficiency.
- Ensure that computers are replaced on a four-year cycle.
- Ensure that employees have adequate computer resources.
- Ensure that computers are procured according to the Technology Resource Allocation Policy.
- Ensure that computers are recycled appropriately.
- Ensure that Northlawn depot is tidy.
- Ensure that equipment is utilized as long as possible.
- Ensure that all EMU equipment is labeled and entered into Equipweb.
- Ensure that the asset database is correct.
- Maintain computer lab hardware and software, keeping them in working order.
- Collaborate with faculty and staff to provide access to software in the lab environment.
- Ensure lab printers are always functioning.
- Keep documentation up to date.
- Provide monthly lab usage reports.
- Reimage lab computers as needed.
- Ensure lab software is up to date.
- Ensure software requested by faculty on the lab computers.
- Optimize startup performance.
- Resolve walk-in customers' questions and issues.
- Answer helpdesk phone calls within four rings.
- Ensure service level agreement targets are met.
- Helpdesk work orders are prioritized appropriately.
- Provide back up support to Endpoint team members.
- Participate in Endpoint team meetings.
- Perform additional duties as assigned.
- Ability to comprehend complex information in order to troubleshoot and resolve problems.
- Ability to set goals, prioritize and organize job tasks and workload in order to meet deadlines, ability to complete work in a timely manner and communicate progress routinely with the Associate Director of User Services.
- Interpersonal skills for assisting faculty, staff, students, and other visitors, of varying technical proficiency.
- Ability to use a PC and software such as Windows, Microsoft Office, and Google.
- Ability to operate commonly used office equipment such as a copy machine, fax, phone, etc.
- Ability to communicate effectively in writing and verbally with a wide variety of constituents.
- Ability to collaborate and work with team members.
- Ability to work hours outside of the normal work schedule, including weekends and evening hours.
Education and Experience:
Bachelor’s degree in computer science, or related field, and a minimum of 2 years of experience in information systems/technology position, or an equivalent combination of experience, education, and training.
Specific experience in Microsoft System Center Configuration Manager (SCCM), Chrome Management Console
JAMF, Fog, Windows, Mac, Chrome and iOS software, hardware and peripherals, Microsoft Office, Web browsers, Google Apps for Education, Network printing, and PaperCut. Experience in a higher education environment is preferred.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit and use hands and fingers, to handle, or feel. The employee is occasionally required to stand, walk, and climb or balance. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision. The employee must occasionally travel to meetings and conferences off campus, which may include some overnight travel.