Senior IT Endpoint Support Specialist

About the Role

ISC's HireIT Services team provides best-in-class IT service delivery in a matrix environment to clients across a diverse collection of campus organizations. As a senior member of the Endpoint Services team, the Senior IT Support Specialist provides advanced endpoint administration, technical consulting, and end-user support for both macOS and Windows computing environments, with primary responsibility for the management and advancement of HireIT's Apple ecosystem.

Responsibilities

• Administer and support endpoint management services for Windows and macOS devices, including operating system upgrades, software deployment, patch management, security remediation, and compliance monitoring.
• Provide advanced technical support and consulting for clients with varying levels of technical expertise.
• Serve as an escalation point for complex endpoint, application, and device management issues while maintaining strong client relationships and delivering exemplary customer service.
• Design, implement, and continuously improve endpoint management processes, standards, workflows, and automation.
• Evaluate emerging technologies and recommend solutions that enhance endpoint security, manageability, and user experience.
• Participate in initiatives, testing, and projects undertaken by the Endpoint Team.
• Manage endpoint lifecycle activities including imaging, provisioning, deployment, asset management, refresh programs, inventory reconciliation, and hardware replacement initiatives.
• Create and maintain technical documentation, knowledge base articles, procedures, and client communications related to endpoint services.

Qualifications

• Bachelor of Science and 2 to 3 years of experience or equivalent combination of education and experience.
• Experience providing technical support for contemporary client operating systems (Macintosh and Windows) and productivity applications, preferably in an academic computing or professional services environment.
• Experience using endpoint management systems (e.g., BigFix, Jamf, Intune).
• Jamf 200 certification or equivalent demonstrated experience administering and scripting Jamf Pro in an enterprise environment.
• Ability to thrive in a client-centric, technically-focused environment and adapt to a changing and variable work experience.
• Excellent interpersonal, oral, and written communication skills with the ability to present technical materials clearly.
• Organizational skills: ability to create and keep deadlines, goal setting, and time management.
• Ability to work with a wide variety of clients and colleagues, delivering exemplary technical support and mentorship.
• Ability and commitment to maintaining the confidentiality of sensitive materials.
• Experience configuring, deploying, and supporting client systems in a highly managed environment.
• Ability to both lead and work in support of others to produce best outcomes.
• Proficient knowledge of currently supported Windows OS and macOS platforms.

Pay

$71,733.00 - $82,000.00 Annual Rate

Benefits

• Health, Life, and Flexible Spending Accounts
• Tuition assistance for employees, spouses, and dependent children
• Generous retirement plans
• Substantial time away from work
• Long-term care insurance
• Wellness and work-life resources
• Professional and personal development opportunities
• Access to University resources and cultural/recreational activities
• Discounts and special services
• Flexible work hours
• Home ownership services
• Adoption assistance

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data at Penn are also considered.

Occasional evening or weekend work may be required. Job Location: Philadelphia, Pennsylvania