Senior Endpoint Support Engineer

Salary/Position Classification $61,200 annual, Exempt This position will work onsite the Grand Forks, ND campus. Purpose of Position This position will work as part of a creative and talented team to support students, faculty, and staff in the pursuit of technical innovation and academic excellence. This position will help maintain UIT’s ongoing commitment to Safeguarding UND and supporting IT Service excellence for the campus. This will be accomplished by deploying and maintaining over six thousand endpoints, monitoring end-point security and assisting with supported software, systems, and associated device peripherals. Duties & Responsibilities Administer, maintain, and optimize endpoint devices, software, and associated systems to ensure reliable, secure, and efficient operations across the enterprise environment Administer, design and optimize Endpoint Management Platforms including Intune, SCCM, Jamf and related systems. Design, implement, and optimize endpoint provisioning solutions including operating system deployment, configuration, and lifecycle management. Design, package, and deploy applications, updates, and configurations across endpoint platforms (e.g., Intune, SCCM, Jamf) ensuring reliability, standardization, scalability, and increased security. Install, configure and troubleshoot desktop operating systems, network drivers, protocols, and other clients. Ensure the reliability, performance, and lifecycle management of classroom and shared endpoint environments through proactive monitoring and maintenance. Collaborate with cross-functional IT and security teams to design and advance endpoint services driving continuous improvement in performance, security, and user experience. Apply advanced troubleshooting techniques including networking fundamentals to identify root causes of endpoint connectivity issues and drive long-term solutions in collaboration with infrastructure teams. Evaluate, test, and recommend endpoint hardware and software solutions ensuring compatibility, performance, and alignment with enterprise standards. Provide advanced technical support and serve as an escalation point for complex endpoint and device-related issues impacting faculty, staff, and students Serve as an escalation point for complex endpoint, application, and device management issues providing advanced troubleshooting and resolution. Perform root cause analysis on recurring or high-impact issues and implement long-term solutions to improve service stability and performance. Collaborate with the Service Desk and support teams to resolve escalated incidents in a timely manner and to improve overall support processes. Document technical solutions, known issues, and standard operating procedures to enhance team knowledge and operational efficiency. Provide technical consultation and guidance to faculty, staff, and IT teams regarding endpoint technologies, configurations, and best practices. Develop and deliver technical training or knowledge transfer to IT staff and stakeholders on new tools, systems, and processes as needed. Identify trends in support issues and proactively recommend and implement improvements to reduce incident volume and improve user experience. Maintain and continually development deep technical expertise in endpoint technologies including Windows, macOS, Active Directory, Azure/Entra ID, and endpoint management platforms (e.g., Intune, Jamf). Endpoint Security and Compliance Coordinate with UIT Security to design, implement, and maintain endpoint security configurations and compliance policies across endpoint management platforms (e.g., Intune, Jamf). Monitor and respond to endpoint security incidents performing root cause analysis and identifying long-term remediation strategies. Ensure endpoints meet institutional security standards including encryption, patch compliance, and configuration baselines. Research, develop, and enforce endpoint hardening standards including device configuration, access controls, and threat protection measures. Leverage endpoint security tools (e.g., Microsoft Defender, Cortex, or similar) to monitor, detect, and remediate threats. Identify security gaps and proactively recommend and implement improvements to strengthen endpoint security posture. Support the implementation of Conditional Access, device compliance policies, and secure access strategies within the endpoint environment. Communication, Documentation, and Other Duties as Assigned Develop and maintain technical documentation including system configurations, processes, standards, and knowledge base articles. Contribute to the development and refinement of endpoint management policies, standards, and operational procedures. Communicate effectively with technical and non-technical stakeholders regarding system changes, incidents, and ongoing initiatives. Provide regular updates on projects, initiatives, and operational improvements to leadership and team members. Identify opportunities for process improvement and drive initiatives to enhance efficiency, scalability, and service quality. Participate in cross-functional meetings and contribute technical expertise to support decision-making and planning efforts. Maintain accurate documentation and reporting to support operational transparency and continuous improvement. Provide Technical Leadership and Mentorship to Endpoint Engineering Staff Provide technical mentorship and guidance to junior team members as well as endpoint engineers supporting skill development and knowledge growth. Serve as a subject matter expert for endpoint technologies assisting team members with complex technical challenges and escalations. Lead knowledge sharing efforts including documentation, training sessions, and best practice development. Promote standardization and consistency across endpoint management practices, tools, and configurations. Assist in onboarding and developing new team members by providing technical training and guidance on systems and processes. Collaborate with leadership to identify skill gaps and recommend training or development opportunities for the team. Provide technical input on team processes, workflows, and continuous improvement initiatives. Required Competencies Excellent interpersonal skills Demonstrated excellence in customer service. Ability to communicate with non-technical and technical users. Ability to prioritize, multi-task, and meet deadlines. Demonstrated ability in problem solving, sound decision-making, and critical thinking skills Demonstrated ability to work independently and be a team player. Experience working in a structured, process-driven environment Minimum Requirements Bachelors degree in related field OR 5+ years of experience in endpoint engineering, desktop engineering, or enterprise endpoint management 3+ years of hands‑on experience with modern endpoint management platforms (e.g., Microsoft Intune, Jamf Pro, SCCM/MECM with an emphasis on Microsoft Intune) Scripting and automation experience (e.g., PowerShell, Bash, or Python) to support endpoint management and operational efficiency Experience with application packaging and deployment (e.g., Intune, SCCM, Jamf) Successful completion of a Criminal History Background Check In compliance with federal law, all persons hired will be required to verify identityand eligibility to work in the US and to complete the required employment eligibility verification form upon hire. This position does not support visa sponsorship for continued employment. Preferred Qualifications Experience supporting macOS in an enterprise environment using Jamf and Apple Business Manager. Experience with mobile device management (iOS/iPadOS/Android) and MDM/MAM policies. Experience with virtual desktop environments (e.g., Azure Virtual Desktop, VMware Horizon, FSLogix). Experience with endpoint analytics, reporting, or monitoring tools. Familiarity with security frameworks or standards (e.g., CIS benchmarks, Zero Trust principles). Relevant certifications (e.g., Microsoft Endpoint Administrator, Azure Administrator, Jamf certifications, ITIL). Experience managing Windows 10/11 and macOS in an enterprise environment Experience with Microsoft Entra ID (Azure AD) including device management, identity integration, and Conditional Access Experience with endpoint security tools and practices (e.g., Microsoft Defender, Cortex, encryption, compliance policies, endpoint hardening) Experience with patch management strategies and tools including third‑party application patching. Experience implementing or supporting modern endpoint provisioning solutions (e.g., Autopilot, zero‑touch deployment) #J-18808-Ljbffr