Senior IT Endpoint Support Specialist

Senior IT Endpoint Support Specialist

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. This position is responsible for the design, implementation, and ongoing management of endpoint services, including software deployment, operating system management, patching, security remediation, and device lifecycle management. While supporting a mixed-platform environment, the position serves as a lead technical resource for macOS management, leveraging Jamf Pro and related technologies to deliver secure, reliable, and scalable endpoint services.

The successful candidate will build strong client relationships, mentor junior staff, and help ensure secure, reliable, and well-managed endpoint computing services. Additionally, they should have Jamf 200 certification or equivalent demonstrated experience administering Jamf Pro in an enterprise environment. Occasional evening or weekend work may be required.

Job Description

Job 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 coverage for evenings, weekends, and recognized University holidays may be required.
• Other duties and responsibilities as assigned.

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.

• Ability to 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: 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.

• Job Location - City, State

• Philadelphia, Pennsylvania

• Information Systems & Computing (ISC) is the University of Pennsylvania’s central IT organization, providing the core network, data, voice, video, and enterprise application infrastructure and services upon which Penn’s numerous Schools and Centers build their unique tools and capabilities.

• ISC’s 300-plus employees work closely with the University’s IT organizations in order to create, deliver and support products and services that help Schools and Centers operate efficiently and effectively. We strive to be easy to work with, and to serve as a trusted advisor to Penn’s IT community, faculty, staff and students in support of an environment of discovery and progress.

• Learn more about us by visiting: https://www.isc.upenn.edu/about or www.linkedin.com/company/penn-information-systems-computing/

• Department / School

• Information Systems and Computing

• Pay Range

• $71,733.00 - $82,000.00 Annual Rate

• 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.

• Equal Opportunity Statement

• The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law.

• Special Requirements

• Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

• University Benefits

• Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.

• Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.

• Retirement: Penn offers generous retirement plans to help you save for your future. Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose