IT ENDPOINT SERVICES ENGINEER

STARTING PAY: $52,285 - $70,000 DOQ SUMMARY The City of Amarillo is seeking an IT Endpoint Services Engineer to serve as the technical expert and service owner for End User Computing (EUC) standards and endpoint services, with accountability for service delivery, platform reliability, security, and customer experience across desktops, laptops, tablets, mobile devices, and related endpoint services. The IT Endpoint Services Engineer is responsible for building and maintaining endpoint standards, improving lifecycle processes, resolving systemic issues, driving automation, and partnering across Infrastructure, Security, and Support teams to deliver reliable, secure, and supportable endpoint services aligned with City priorities. ESSENTIAL RESPONSIBILITIES Provides excellent customer service and completes work while exercising professionalism, ethics, and integrity. Serves as service owner for endpoint services; establishes standards, governance, change control, and measurable outcomes to ensure services are reliable, secure, supportable, and aligned with City priorities and strategic initiatives. Analyzes business and technical requirements and translates them into endpoint standards, configurations, and operational models for physical and virtual endpoints. Engineers and maintains endpoint management platforms and supporting services (cloud and on-prem/hybrid as applicable). Establishes and maintains endpoint standards and baselines, including configuration and compliance standards, encryption requirements, update/patching strategy, and application delivery. Designs and maintains endpoint provisioning and lifecycle processes, including modern provisioning approaches (Autopilot) and/or on-prem/hybrid imaging and rebuild capabilities (ConfigMgr/WDS) as applicable. Designs and maintains application packaging and lifecycle standards across endpoint delivery methods, including published applications/virtualization client experience as applicable. Leads systemic issue resolution and problem management by distinguishing individual device/user issues from platform failures, performs root cause analysis, documents known errors, and implements permanent corrective actions to reduce recurrence. Develops and maintains automation and self-healing capabilities (scripting, proactive monitoring, orchestration, ITSM automation) to reduce repeat incidents, improve reliability, and decrease manual effort. Establishes and monitors endpoint service health metrics (provisioning success rates, patch compliance, encryption status, application deployment success, incident recurrence, and customer experience indicators) and communicates trends, risks, and recommendations. Partners with IT Infrastructure and IT Security teams on shared dependencies (identity, networking profiles, and certificates) and endpoint security, including privileged access controls, PAM/PIM integrations, and endpoint detection and response tools such as Defender for Endpoint. Supports endpoint inventory integrity and lifecycle visibility through coordination with asset discovery/inventory systems; improves data quality and reporting to support risk reduction and refresh planning. Develops and maintains standards, runbooks, SOPs, and knowledge base content to enable Tier 1–3 self-sufficiency and reduce avoidable escalations; communicates service changes and impacts clearly to stakeholders and end users. Provides advanced escalation support for complex/systemic endpoint issues and participates in occasional Help Desk coverage during high-impact incidents, high-volume periods, staffing constraints, or scheduled rotations. Coordinates vendor support cases and contributes to evaluation, planning, and implementation of endpoint enhancements and new capabilities. Participates in after-hours maintenance windows and on-call rotation as required; works extended hours when necessary to support major changes or emergencies. Primary responsibilities may emphasize either cloud endpoint management or on-prem/hybrid endpoint engineering, with cross-training to provide backup coverage across core endpoint services. Performs other job-related duties as assigned. MINIMUM REQUIREMENTS Position requires five (5) or more years of full-time work experience in a customer-focused, enterprise-level IT environment, including at least two (2) years of experience engineering and administering endpoint management solutions (such as Microsoft Intune/MDM/MAM, Windows endpoint configuration, application delivery, patching strategy, and automation). Any combination of education and experience that provides the required knowledge, skills, and abilities may be considered. Due to the level of access to potentially sensitive information, successful completion of a criminal background check is required. Background check must confirm eligibility for Criminal Justice Information Services (CJIS) system access and CJIS eligibility must be maintained for the duration of employment. Requires demonstrated experience with multiple enterprise technologies related to endpoint management, endpoint security posture, and modern authentication and access control. Requires ability to work with minimal supervision, prioritize competing work, and exercise independent judgment in designing standards, implementing controls, and resolving systemic issues that impact City operations. Requires expert troubleshooting skills, including the ability to differentiate single-user issues from systemic platform or policy issues and implement permanent fixes. Requires ability to anticipate future technology needs and initiatives and design and implement solutions aligned with them. Must be able to participate in an after-hours on-call rotation and work extended hours as necessary to support maintenance windows, major changes, or emergencies. Valid Texas Driver’s License required. Preferred training and certifications: ITIL 4 Foundation Microsoft Fundamentals (one or more): MS-900, SC-900, AZ-900 (or equivalent training) Microsoft Certified: Endpoint Administrator Associate (MD-102) Microsoft Certified: Identity and Access Administrator Associate (SC-300) Apple Certified Support Professional (Apple Device Support) Apple Certified IT Professional (Apple Deployment and Management) Jamf Certified Associate (Jamf Pro) or higher KNOWLEDGE, SKILLS, AND ABILITIES Strong customer service mindset with the ability to communicate clearly and professionally with customers, peers, vendors, and leadership. Ability to work with minimal supervision, prioritize competing work, and exercise independent judgment. Strong analytical and problem-solving skills, including the ability to identify patterns, determine root cause, and implement permanent fixes for recurring issues. Strong knowledge of endpoint management concepts, including device enrollment, configuration management, compliance posture, encryption, patching (Windows and third-party), and application delivery. Working knowledge of Microsoft endpoint and identity technologies, including Intune (MDM/MAM), Autopilot, Entra ID, and Conditional Access, and how device posture impacts access and user experience. Working knowledge of on-prem and hybrid endpoint concepts, including Active Directory and Group Policy, and familiarity with deployment and imaging approaches (Configuration Manager OSD/task sequences and PXE-based imaging), as applicable. Ability to design and maintain application packaging and deployment practices, including testing, staged rollouts, and rollback/uninstall strategies. Understanding of endpoint security posture concepts, including least privilege principles, endpoint detection and response concepts, and privileged access controls (PAM/PIM), and the ability to implement endpoint-side requirements in a supportable way. Ability to develop and maintain automation that reduces manual work and recurring issues, including PowerShell scripting or equivalent automation skills. Understanding of ITSM concepts and tools used to improve service delivery, including incident, request, and problem management, service catalog, workflow automation, knowledge management, and self-service. Strong documentation skills, including the ability to create and maintain standards, SOPs, runbooks, and knowledge base content that enables Tier 1–3 self-sufficiency. Ability to plan and execute changes using pilots, staged deployments, maintenance windows, rollback planning, and clear communication of expected impacts. Ability to collaborate effectively with Infrastructure and Security teams on shared dependencies (identity, networking profiles, certificates as applicable) to ensure endpoint services are coordinated and supportable. ADA PROFILE Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of this position. While performing the duties of this Job, the employee is required to exert up to 50 pounds of force occasionally and/or in excess of 30 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects. The employee must also balance, climb, crawl, crouch, walk, stand, kneel, stoop, sit, hear, feel, finger, grasp, handle, reach, pull, push, speak, see, and talk. Also requires the ability to make rational decisions and perform repetitive motions. WORK ENVIRONMENT The employee works in a dynamic environment that requires responsiveness to changing goals, priorities, and operational needs. This position is primarily on-site and requires regular in-person collaboration, hands-on endpoint support, and coordination with IT staff and customers at City locations. Some duties may be performed remotely when operationally appropriate, though routine on-site presence is expected. The position generally works a full-time weekday schedule; however, work outside normal business hours is expected as needed to support maintenance windows, endpoint deployments, service changes, upgrades, and other activities that must be performed so as to minimize operational impact. Occasional extended hours and participation in an on-call rotation are required to support major changes, service interruptions, or emergency response. The City of Amarillo is an Equal Opportunity employer and encourages applications from eligible and qualified persons regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability, genetic information or protected veteran status, in compliance with applicable federal, state and local law. The City of Amarillo provides reasonable accommodations to applicants with disabilities on a case by case basis. If you need a reasonable accommodation for any part of the application or hiring process, please contact the Human Resources Office at . Start your career with the City of Amarillo today! We are committed to providing the highest quality services to our community, and we believe that starts with our team. As a city, we are dedicated to supporting our employees and providing opportunities for growth and development. Our mission is to create a safe, prosperous, and thriving community, and we know that starts with attracting and retaining the best talent. We are proud of our city and the work we do, and we are excited to welcome you to explore career opportunities with us.