Senior IT Endpoint Support Specialist

About the role

The Senior IT Endpoint Support Specialist plays a critical role in managing and advancing the University of Pennsylvania's Apple ecosystem. This position oversees the design, implementation, and continuous improvement of endpoint services, including software deployment, operating system management, patching, security remediation, and device lifecycle management.

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.
• Occasional evening or weekend work may be required.

Qualifications

• Bachelor of Science and 2 to 3 years of experience or equivalent combination of education and experience is required.
• 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.
• Excellent interpersonal, oral and written communication skills with the ability to present technical materials clearly.
• Organizational skills: the 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