Endpoint Administrator

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Technical Support: Provide advanced technical support for Windows and Apple devices, including desktops, laptops, iPads, iPhones, printers, and peripherals. Ensure timely and effective resolution of help desk tickets and maintain a high level of customer satisfaction.
• User Assistance: Assist VSC faculty, staff, and students with IT problems related to Windows and Apple devices. Use independent judgment to offer guidance on software applications, network connectivity, and system usage.
• System Administration: Perform routine maintenance tasks on Windows and Apple devices. Deploy, configure, and manage endpoint systems, which includes operating system and application packaging and deployment, software and OS patching, hardware installations, and replacements.
• Documentation: Create and maintain comprehensive documentation for IT procedures, troubleshooting steps, and user guides. Keep documentation up-to-date and accessible to the IT team.
• Training: Facilitate introductory-level training for IT Help Desk staff on the proper use of IT systems and applications. Escalate any additional training requests to the relevant IT team when required.
• Collaboration: Collaborate with other IT professionals and vendor contacts to implement new technologies, resolve issues, improve system performance, and contribute to IT projects.
• Escalation Support: Serve as a point of escalation for complex technical issues. Collaborate with IT team members and/or vendors to find efficient and effective solutions.
• General Help Desk Tasks: Provide part-time support for general help desk tasks, including answering phone calls, responding to emails, and assisting walk-in users with various IT-related issues as needed.
• Other Duties as Assigned.

MINIMUM QUALIFICATIONS

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience, plus at least 3 years of experience as a system administrator or in a similar role, with a focus on managing Windows and Apple products. 

Preferred: Expert experience with Apple operating systems.

KNOWLEDGE, SKILLS, & ABILITIES

• Knowledge: Strong knowledge of Windows and Apple operating systems (macOS, iOS, iPadOS) and familiarity with MDM solutions, Active Directory, Group Policy and SCCM
• Skills: Strong analytical and problem-solving skills. Excellent communication and interpersonal skills.
• Abilities: Demonstrated ability to support a diverse community and promote diverse perspectives, cultures, and an inclusive environment.
• Ability to work independently and as part of a team.
• Customer-focused with a commitment to providing high-quality support.
• Relevant certifications (e.g., Apple Certified Support Professional, JAMF 100 or higher certified, CompTIA A+, Network+) are a plus. 

Scheduled Hours Weekly:

Budgeted Wage for this Position:

Exempt Status:

Grade:

Job Posting Responsibilities:

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Technical Support: Provide advanced technical support for Windows and Apple devices, including desktops, laptops, iPads, iPhones, printers, and peripherals. Ensure timely and effective resolution of help desk tickets and maintain a high level of customer satisfaction.
• User Assistance: Assist VSC faculty, staff, and students with IT problems related to Windows and Apple devices. Use independent judgment to offer guidance on software applications, network connectivity, and system usage.
• System Administration: Perform routine maintenance tasks on Windows and Apple devices. Deploy, configure, and manage endpoint systems, which includes operating system and application packaging and deployment, software and OS patching, hardware installations, and replacements.
• Documentation: Create and maintain comprehensive documentation for IT procedures, troubleshooting steps, and user guides. Keep documentation up-to-date and accessible to the IT team.
• Training: Facilitate introductory-level training for IT Help Desk staff on the proper use of IT systems and applications. Escalate any additional training requests to the relevant IT team when required.
• Collaboration: Collaborate with other IT professionals and vendor contacts to implement new technologies, resolve issues, improve system performance, and contribute to IT projects.
• Escalation Support: Serve as a point of escalation for complex technical issues. Collaborate with IT team members and/or vendors to find efficient and effective solutions.
• General Help Desk Tasks: Provide part-time support for general help desk tasks, including answering phone calls, responding to emails, and assisting walk-in users with various IT-related issues as needed.
• Other Duties as Assigned.

Unit Determination: