Endpoint Specialist 2, Digital Technology Solutions

The Endpoint Support Specialist provides comprehensive end-user technology support, including endpoint systems, applications, enterprise desktop management, and daily operations, support, and maintenance. This role ensures the secure and efficient operation of endpoint devices and related infrastructure by coordinating imaging, deployment, documentation, and lifecycle management, while actively resolving end-user incidents and service requests.

Serving as the primary lead for a team of co-op students, this position oversees endpoint support for the University of Cincinnati’s largest college, the College of Arts and Sciences. The role also supports classroom and research computing environments and collaborates closely with other UC technology teams to meet the college’s instructional and research needs.

Essential Functions Provide PC/workstation support for hardware and systems software interfaces; maintain and support hardware and software for stand-alone systems; install and configure standard operating systems and integrate them with related systems; ensure system integrity between hardware and operating systems. Configure equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software; re-install damaged or deleted software; troubleshoot errors in system operations and related networks; troubleshoot errors in system operation and initiate repairs; perform software and hardware modifications; configure media components Carry out a broad range of service requests by providing information to fulfill requests or enable resolution; investigate support incidents/requests (cases) in order to provide diagnosis, ensure problem ownership and promote end-user satisfaction and allocate unresolved issues as appropriate. Provide support for Windows and macOS based computers, including imaging/deployment of machines, troubleshooting hardware issues, and contacting vendor support for warranty claims. Create, manage or manipulate systems, packages, and policies within administrative tools. May modify or create security group permissions for shared network drives or printers using Active Directory. Assist other departments in planning and implementing new applications, software, and/or hardware; consult and coordinate with faculty and staff on hardware/software needs/purchases as well as provide guidance on options and settings within third party applications to best fit the user’s needs. May serve as liaison to project teams in the department. Create and keep an inventory of the university’s technological equipment and manage equipment taken out of service. Build and maintain system documentation and support articles for a variety of audiences. Build and test operating system images and software distribution packages according to specification, releases software distribution to targeted computers. Track software distribution and deliver compliance reports. Provide operational support for assigned application systems including but not limited to testing, patching, applying updates, etc. Review application packaging, image creation and software distribution service requests for completion and validate inputs with customers. Utilize incident, request and change management to ensure proper tracking for work performed, record work effort for accurate billing. May participate in larger, long-term projects, such as assisting with execution of the desktop replacement cycle for both faculty/staff and labs/classrooms and/or activities related to enterprise software migration. Ensure strict adherence to documented departmental Service Level Agreements (SLA) and Operational Level Agreements (OLA). Participate in after-hours on-call rotation to ensure proper 24x7 operations with regard to endpoint management. Perform related duties based on departmental need. This job description can be changed at any time. Required Education

Associate’s Degree in Computer Science, Information Technology, Computer Engineering, or related field. Four (4) years of relevant work experience and/or other specialized training can be used in lieu of education requirement. Required Trainings/Certifications Valid driver’s license with an acceptable record. Required Experience Two (2) years of experience in endpoint management. Additional Qualifications Experience with IT enterprise tools such as Active Directory, Microsoft System Center Configuration Manager, JAMF Experience utilizing ServiceNow for ITSM and service delivery as well as ITAM Experience working within a higher education environment supporting research