Job Description

EndPoint Services Technician

Computer Leasing, Rose Hill

Fordham University

Fordham University has an excellent reputation as a dynamic institution located in New York City. Founded in 1841, Fordham enrolls more than 16,000 undergraduate and graduate students in its 9 Colleges and Schools.

• Fordham University offers a comprehensive and competitive benefits package to its employees, which includes medical, dental, vision, life, and disability insurance.
• We offer tuition remission for employees and their dependents
• A generous immediate employer match towards a 403(b) retirement plan.
• As a tax-exempt organization under section 501(c)(3) of the Internal Revenue Code (IRC), Fordham is considered a qualifying employer for the Public Service Loan Forgiveness (PSLF) program, a federal program designed to forgive student loan debt for employees of certain public and certain nonprofit employers.
• As part of its work-life balance program, the University provides generous PTO including 15 vacation days, 12 sick days, 2 personal days, 6 summer Fridays, and holidays that include paid time off between Christmas and New year.
• University employees have access to the Employee Assistance Program (EAP). EAP provides no-cost, professional, and confidential services, to help employees and family members address a variety of personal, family, life, and work-related issues.

Position Summary

Endpoint Services resides within Fordham IT’s Client Services (ITSC) unit. Reporting to the Assistant Director of Endpoint Services, the EndPoint Services Tech is one of a team of four responsible for the design, implementation, configuration, maintenance, management and performance of desktops, laptops and other devices and peripherals for faculty, staff, and guests across the Fordham community (Rose Hill and Lincoln Center campuses).

This includes: providing appropriate and timely solutions to technical problems; serving as an escalation point for open tickets that cannot be resolved by Service Desk Level 1 and Level 2 techs; configuring and deploying equipment; testing web apps and device updates to ensure proper performance; identifying points of failure, bottlenecks, pain points and areas for improvement; packaging, testing, and deploying current endpoint software; addressing patches and vulnerability risks; and working with departments across the University to better understand specific and unique equipment and software requirements.

This is a “hands-on “position that requires the ability to work collaboratively with IT and non-IT users across University-wide as well as the ability to provide support in a professional, service- oriented manner.

Essential Functions

Endpoint Technical Management

• Builds, maintains and enhances technical products and services
• Resolves patching and vulnerability risks identified by IT security and external vendors
• Develops packages and oversees the deployment of security patches for operating systems and desktop applications for distribution via cloud management tools (evening/weekend necessary when critical application patching/upgrades are being deployed)
• Develops and maintains standardized system configurations utilizing configuration management tools
• Troubleshoots and resolves incidents escalated by Level 1 and Level 2 service desk technicians;
• Addresses incidents remotely, at user’s location, or via equipment returns
• Manages relationships with vendors required to be on-site to carry out specific IT-related services across campuses
• Performs hardware and software deployments, moves, adds, and changes
• Evaluates and validates new technologies, such as operating systems and critical system applications
• Participates in endpoint life-cycle management (design, build, test, deploy)

Service Desk Support

• Updates, documents incident tickets and actively monitor them to perform closure within SLA’s
• Ensures data integrity when performing asset and incident entries/updates
• Contributes to ServiceNow Knowledge base management as needed

Documentation and Analysis

• Performs root cause and impact analysis to investigate application issues and makes recommendations for potential solutions
• Analyzes metrics and behaviors in Service Now for ongoing requests, incidents reported by users to execute solutions for improvement
• Updates and maintains system configuration documentation, policies, and processes
• Collects data on applications, networks, data, and platforms for reporting and analysis
• Analyzes data sources to create accurate reports on the state of compliance for all endpoints on the network

Collaborative Efforts and Project Work

• Collaborates with Fordham IT’s Platform Services team to create, test and deploy group policies
• Work closely with acquisitions and procurement teams to adhere to an efficient computer asset management
• Works closely with other internal IT groups and departmental partners (e.g., School of Law, Gabelli School of Business, Library), providing expertise as related to their initiatives, support their special duties, tasks, or projects, as requested
• Participates in IT driven projects when needed, such as ServiceNow implementation
• Works closely with Acquisitions to manage computer assets when necessary
• Participates in departmental computer moves and/or changes when necessary

General Functions

• Performs day-to-day functions such as monitoring incidents, scheduled tasks
• Responds and follows ups with user request/inquires
• Escalates incidents and service requests to the support teams as required and actively monitor to achieve completion of requests

Additional Functions

• Manages student workers and other techs when necessary
• Performs other duties as assigned by the Assistant Director

Required Qualifications

• High School Diploma or equivalent
• 2+ years relevant experience
• Technical knowledge and experience installing, troubleshooting, and customizing Windows and Mac desktops and laptops
• Expertise in administering Intune and Jamf macOS Endpoint Manager, including policies and profile creation
• Experienced in scripting (Batch/PowerShell/VBScript)
• Experienced deployment and security of devices and applications for endpoint protection, patch management and software distribution using Ivanti (LANDesk Endpoint Manager)
• Proficient in Windows, Mac OS’s, MS Office, Office365 software applications
• Proven understanding and hands on experience in Active Directory, Azure AD and Group Policies
• Familiar with the Azure environment
• Knowledge of network concepts ( TCP / IP /VLANs / Firewalls)
• Familiar with IT best practices and processes (i.e. ITSM, ITIL)
• Familiar with mobile cloud management concepts and services
• Experienced with ticketing systems and service desk operations
• Ability to travel between campuses when necessary
• Ability to carry over 30 lbs when necessary
• Successful candidates should have a knowledge of and commitment to the goals of Jesuit Education.

Preferred Qualifications

• Bachelor’s degree
• Basic knowledge of higher education; culture and environment
• JAMF training and certification
• Training in Intune
• Hands on experience with ServiceNow

Minimum Starting Salary: $68,000

Maximum Starting Salary: $85,000

Note: Salary is commensurate with qualifications, experience, and skills.

FLSA CATEGORY: Exempt

START DATE: ASAP

APPLY HERE: https://careers.fordham.edu/postings/4674

ABOUT FORDHAM

Founded in 1841, Fordham is the Jesuit University of New York, offering an exceptional education distinguished by the Jesuit tradition to more than 16,000 students in its 9 colleges and schools. It has residential campuses in the Bronx and Manhattan, a campus in West Harrison, N.Y., the Louis Calder Center Biological Field Station in Armonk, N.Y., and the London Centre in the United Kingdom.

Fordham University is committed to excellence through diversity and welcomes candidates of all backgrounds.

Fordham is an Equal Opportunity Employer – Veterans/Disabled and other protected categories

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