Endpoint Support Analyst
Role details
Job location
Tech stack
Job description
Are you an IT professional with a passion for finding creative solutions that support cutting-edge research with real-world impact? Do you have a driving sense of curiosity, interest in experimenting, and a motivation to learn?
If that's you, we invite you to join the College of Engineering's collaborative IT team where you can personally contribute to life-changing research implementing and supporting a complex client and server network made up of Windows, Mac and Linux systems distributed across multiple buildings and sites. The Engineering Network Services department supports academic and research needs of students, researchers, faculty and staff within the College of Engineering. The department provides support for over 3,000 endpoints and 200 servers. The environment is homogenous - using Active Directory, LDAP, commercial and open source technologies to present seamless access from any platform to files and services. Support includes interaction with end users, participation in complex internal projects as well as collaboration with other IT units on campus.
The IT Endpoint Associate/Analyst position, under supervision, provides consultative and technical support services to campus constituents to ensure timely problem resolution, system/data access, and optimal system performance. Provides support for client desktop, mobile computing, and client/server technology to include, but not limited to, installing and configuring computer hardware for clients, installing and configuring software on endpoints and servers, troubleshooting technology problems, and recommending hardware and software appropriate for its intended use. Automates and documents solutions and processes. Works with other IT team members on a wide variety of departmental infrastructure projects.
Responsibilities
- Daily support and troubleshooting of end user issues. Requests arrive via email, phone or in-person. Deliver courteous attention to the needs of students, faculty, researchers and administrators in a large, complex client and server network.
- Working closely with other team members on short and long term projects, implementing innovative solutions, modernizing operations and addressing complex problems, development of new applications, resources and tools.
- Task automation and development of high-quality documentation and standard operating procedures.
- Support of virtualization technologies with end users and within the server infrastructure.
- Recommend, troubleshoot and replace computer hardware, understanding user requirements and communicating with hardware vendors as needed to resolve issues.
- Deploy operating systems and a wide variety of software packages to endpoints (Windows, Linux and Mac). Support of software licenses. Troubleshoot software issues and work with software vendors as needed.
- Use an understanding of network fundamentals (switching, routers and firewalls) to troubleshoot connectivity and assure network security.
- Performs other related duties as assigned by the supervisor
Requirements
- Endpoint Support Associate: High school diploma and 8 years of experience ORAssociate's degree and 4 years of experience ORBachelor's degree and no experience Endpoint Support Analyst: High school diploma and 11 years of experience ORAssociate's degree and 7 years of experience ORBachelor's degree and 3 years of experience Scope of experience : Relevant IT experience in a service environment or university setting
