Systems Support Analyst Senior

Essential Duties

• Support, maintain, and enhance endpoint management platforms including Microsoft Intune, MECM, and Jamf Pro.
• Administer and troubleshoot identity and device management systems using Entra ID and Active Directory.
• Deploy, manage, and enforce security configurations, software updates, and compliance policies across Windows and macOS devices.
• Perform endpoint security and vulnerability analysis, leveraging compliance reporting to drive remediation strategies.
• Collaborate with IT security teams and stakeholders to implement and enforce endpoint security standards, patching strategies, and zero trust principles.
• Analyze endpoint management processes, tools, and documentation to identify risks and recommend improvements that strengthen security posture and operational efficiency.
• Research, evaluate, and recommend endpoint management and monitoring solutions aligned with industry best practices.
• Develop and maintain technical documentation, including runbooks, deployment plans, and operational procedures.
• Automate and optimize endpoint management tasks using scripting (PowerShell, Python, shell) to improve efficiency and reduce manual effort.
• Provide consultation and guidance to IT staff, leadership, and departments on endpoint management and security practices.
• Provide advanced deskside support for Windows and macOS devices, including complex hardware, software, peripheral, and connectivity troubleshooting.
• Deliver high-touch support for executive-level stakeholders and departmental users with professionalism and responsiveness.
• Respond to and resolve support requests across multiple channels (ticketing system, phone, chat, and in-person).
• Image, configure, and deploy endpoint devices aligned with enterprise standards.
• Support collaboration technologies including Zoom, Microsoft Teams, and conference room systems.
• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms - collaborating across our teams as well as participating in ET/ASU events and programs.
• Serve as a technical subject matter expert across endpoint security and support domains.

Minimum Qualifications

• Bachelor's degree and five (5) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Desired Qualifications

• Experience with enterprise endpoint management tools (Intune, MECM, Jamf Pro).
• Strong working knowledge of Active Directory, Entra ID, and Group Policy.
• Understanding of endpoint security principles, compliance frameworks, and zero trust architecture.
• Experience with vulnerability management, compliance reporting, and remediation processes.
• Scripting experience (PowerShell, Python, or shell) for automation and systems management.
• Prominent ability to troubleshoot complex endpoint and system issues across platforms.
• Experience supporting both Windows and macOS environments.
• Strong customer service skills, including experience supporting executive-level users.
• Familiarity with collaboration tools (Zoom, Teams) and endpoint-related AV technologies.
• Ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Relevant certifications (Microsoft 365, Security+, Jamf, or similar) preferred.
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where all team members can thrive.
• Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
• Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.