End User Computing Spec III

Associate’s degree and four years of appropriate experience; or a high school diploma or equivalent and 6 years of relevant experience. Appropriate college course work or vocational/technical training may substitute at an equivalent rate of required experience. Job Description:

Nature of Work and Responsibility:

The End User Support Specialist III is a hands-on technical support and systems-support position operating under the direct supervision of the IT Manager. The position does not supervise employees and does not have formal management responsibilities.

The position requires strong working knowledge of SCCM/Intune, JAMF, Active Directory, Microsoft Exchange and identity/access management, together with broad technical knowledge across end-user computing, endpoint management, hardware and software troubleshooting, networking, security, and enterprise technology services.

The employee is expected to independently resolve routine and moderately complex technical problems and provide a higher level of technical support for identity, access, endpoint, and user-computing issues. Unusual, highly complex, security-sensitive, or enterprise-level matters are coordinated with the IT Manager, other College IT personnel, or UFIT.

Success in this position requires strong customer service, technical problem-solving, adaptability, communication, documentation, and collaboration.

Technology Automation and Deployment

• Team Lead for endpoint management services, including operating system deployment, imaging, upgrades and migrations, software packaging and distribution, patch and update management, device provisioning and configuration, and endpoint security.
• Responsible for ensuring the reliable deployment, maintenance, security, and lifecycle management of College-managed computing devices while supporting a consistent and compliant user computing environment.
• Assists with development and maintenance of scripts, workflows, automation tools, and other processes that improve Active Directory administration, account management, endpoint management, software deployment, and IT support.
• Manages print infrastructure, including print servers, printer deployment, driver management, and print queue administration.
• Supports replacement, inventory, and retirement of College technology according to established University and College standards.
• Maintains expertise in workstation automation technologies by staying current with emerging industry trends, management platforms, hardware innovations, and software solutions. Evaluates new technologies and best practices to improve device deployment, management, security, and operational efficiency.

Active Directory, Identity, Endpoint, and Security Support

• Administers and supports the College’s Active Directory environment, including user and computer account management, organizational units, security groups, Group Policy, authentication services, permissions, and access controls. Ensures secure, reliable, and efficient access to College technology resources in accordance with University and College standards and best practices.
• Administers and supports user provisioning and access management for Active Directory-integrated services, including file services and shared mailboxes. Supports access administration for Exchange mailboxes and groups, Listservs, Lenel access controls, and other College resources. Ensures appropriate access is granted, modified, and removed in accordance with established security standards and business requirements.
• Troubleshoots authentication, authorization, permissions, Group Policy, directory synchronization, and other identity-related issues affecting College users and devices.

Technical Support and Customer Service

• Provides responsive technical support to College faculty, staff, researchers, students, and other stakeholders for computer hardware, software, operating systems, applications, peripherals, multimedia technologies, and University technology services.
• Troubleshoots and resolves hardware, software, configuration, authentication, connectivity, permissions, and other end-user technology issues. Identifies recurring problems and works with the IT Manager and other technical personnel to implement appropriate corrective or preventative solutions.
• Assists users with account access, authentication, permissions, software access, equipment configuration, and the effective use of College and University technology resources.
• Supports and administers College technology systems as assigned, including facility access technologies such as Lenel Access Control.
• Maintains accurate support records, technical documentation, procedures, and knowledge resources to support consistent and effective service delivery.

Project Support, Documentation, and Collaboration

• Supports IT projects and initiatives under the direction of the IT Manager, including technology requirements, implementation schedules, equipment deployment, testing, documentation, training, and communication.
• Develops and maintains technical documentation, procedures, work plans, training resources, status reports, and other materials associated with IT services and projects.
• Communicates project and service updates to the IT Manager and appropriate stakeholders and identifies issues requiring additional technical expertise, resources, or escalation.

Expected Salary:

$61,000 - $66,000

Associate’s degree and four years of appropriate experience; or a high school diploma or equivalent and 6 years of relevant experience. Appropriate college course work or vocational/technical training may substitute at an equivalent rate of required experience. Preferred:

• Deep Familiarity with endpoint-management technologies including Microsoft Intune, SCCM, Jamf, and Group Policy.
• Strong working knowledge of Microsoft Active Directory, including user and computer objects, security groups, permissions, organizational structures, and Group Policy.
• Knowledge of identity and access management practices, including account provisioning, modification, offboarding, authentication, authorization, and access controls.
• Ability to assist with scripting, automation, and other tools that improve identity management, systems administration, endpoint management, and IT support.
• Knowledge of troubleshooting techniques for hardware, software, operating systems, applications, authentication, permissions, and network connectivity.
• Familiarity with Exchange-related services, file and print servers, listserv, Lenel access control, and other enterprise collaboration services.
• Familiarity with information-security practices, endpoint protection, encryption, software updates, access controls, backup, and recovery.
• Working knowledge of Windows and macOS environments, computer hardware, software, peripherals, and common enterprise technologies.
• Ability to support technology purchasing, equipment evaluation, technical specifications, and RFQ development.
• Ability to understand customer technology needs and assist in identifying and implementing appropriate solutions.
• Ability to manage multiple support needs and shift effectively among technical tasks and priorities.
• Strong customer-service and interpersonal skills and the ability to communicate technical information clearly to both technical and nontechnical audiences.
• Ability to collaborate effectively with the IT Manager, College IT personnel, faculty, staff, researchers, ETC, vendors, and University partners.
• Ability to maintain accurate technical documentation and recognize issues requiring escalation.