Job Description

Job Description
To supervise and coordinate desktop support by providing technical guidance, knowledge, and support of university-managed IT resources including, but not limited to: Networked and Stand-Alone Workstations, Laptops, Mobile Devices and Virtual Desktops, Cloud Services such as Box or Office 365, Local and Networked Printers and Client and Server-Side applications. Exercise excellent customer service skills in support of all faculty and staff members of the University through building relationships, documenting work clearly and completely, following up and following through on your commitments, learning continuously and delivering solid operational metrics.
To lead and manage the delivery of desktop support services within the engineering support area by following strategic direction, allocating resources effectively, and ensuring operational excellence in support of university-managed IT resources, including but not limited to networked and stand-alone workstations, laptops, mobile devices, virtual desktops, Office 365, local and networked printers, and client/server-side applications. Foster a culture of exceptional customer service for all faculty and staff by building strong relationships, driving process improvements, ensuring accurate documentation, and monitoring performance metrics. Champion continuous learning and professional development within the team while aligning support operations with institutional goals and compliance standards.
Type of Recruitment
Knowledge, skills and abilities
Comprehensive experience administering and optimizing enterprise endpoint environments, supported by deep expertise in Windows, macOS, Linux, iOS, and Android systems, along with hardware and peripheral architectures, to develop configuration standards and enforce operational best practices.
Working knowledge of Supervising, mentoring, and developing desktop support technicians, student workers, and lab support staff.
Utilize service management platforms such as ServiceNow, PeopleSoft, and similar enterprise systems to manage incidents, requests, asset records, and change workflows, ensuring accurate documentation, efficient resolution processes, and alignment with IT service management best practices.
Considerable experience troubleshooting complex, interdisciplinary computing setups, including specialized research software or instrument‑connected workstations.
Familiarity with university purchasing processes, grant-funded equipment, and bulk-order cycles.
Fluency with remote monitoring and management tools, such as Goto Resolve, Dameware, NinjaOne, and BeyondTrust for managing distributed teams and systems.
Working knowledge of Linux distributions and associated management tools, as well as the ability to guide automation initiatives through scripting in PowerShell, VBScript, or Batch.
Special licenses, registration or certification
CompTIA A+, Network+ or Security+ certification or equivalent combination of education, certification or related job experience.

Education or training
None
Level and type of experience
Demonstrated strategic expertise managing enterprise‑scale endpoint environments, with broad knowledge of Windows, macOS, Linux, iOS, and Android platforms as well as associated hardware, software, and peripherals to define standards and guide best practices.
Comprehensive hands‑on engineering experience designing, testing, deploying, and securing endpoint configurations, compliance policies, and device‑hardening standards while resolving complex issues such as policy conflicts, enrollment failures, and OS‑level problems.
Proven experience automating endpoint workflows using tools such as PowerShell, Graph API, or Azure Automation to support onboarding, reporting, compliance, and remediation activities.
Considerable experience analyzing endpoint telemetry and performance data to identify trends, improve device reliability, enhance user experience, and drive continuous improvement across large device fleets.
Demonstrated leadership and technical management experience guiding endpoint engineering or desktop support teams, including setting technical direction, enforcing configuration and security standards, managing escalations, and coordinating cross‑functional work with security, networking, systems, and application teams.
Considerable experience ensuring regulatory and organizational compliance by applying security requirements, implementing automated policy enforcement, and aligning endpoint strategies with cybersecurity, operational support, and broader institutional objectives.
Additional Considerations (supplemental knowledge, skills, abilities, education, experience, licensure, certification)
None
Conditions of Employment
This position is a traditional 40-hour work week, Monday-Friday, 8am-5pm. This role is based on campus; however, a hybrid work option may be considered after demonstrated successful performance, subject to supervisor approval.

Computer equipment will be supplied for remote work; high-speed internet is the responsibility of the employee.
The equipment provided to staff with approved telework agreements enables them to deliver vital services to university faculty, staff, and students from remote locations.
Many of our operations can and should continue as usual, even when the main physical campus is closed.
Therefore, all division employees with an approved telework agreement are generally expected to work during official University closures.