EMAS Endpoint Technician

Illinois State•Normal, IL

12d•$26 - $31•Onsite

About The Position

The primary role of the EMAS Endpoint Technician is to provide technology support and consultation directly to Enrollment Management and Academic Services (EMAS). The scope of support responsibilities includes configuration, setup, administration, networking, preventative maintenance, security, troubleshooting, purchasing, inventorying, and repair of endpoint technologies utilized by EMAS faculty and staff, including but not limited to desktop and laptop computers, tablets, smartphones, printers, enterprise applications, and line-of-business applications and hardware. The EMAS Endpoint Technician is part of the Endpoint Support team within the Office of Technology Solutions, and fulfills a specialty technical role to provide holistic, proactive technology support to EMAS, focusing on identifying solutions fit to their unique needs. The EMAS Endpoint Technician also serves as a liaison between EMAS and other Technology Solutions teams, providing consultation on technology services impacting EMAS. Support will be provided by the EMAS Endpoint Technician in an embedded fashion, as the role will spend each workday on site at EMAS. This position is responsible for first and second level support, which can involve working with customers in person, over the phone, chat, email, and/or remote desktop support as well using a set of management tools to configure and manage the endpoint devices used by EMAS. The individual in this role also provides documentation of solutions and tracks all incidents using the university's incident management system. The position carries significant responsibility to work independently and to use sound judgment to quickly fulfill the needs of EMAS and may be contacted outside of business hours to provide support. Additional Information Technology Solutions provides information technology products and services for the administrative and business functions of Illinois State University. Through our Technology Support Center and our highly trained staff, Technology Solutions looks to improve the campus experience for all students, faculty, staff, and the rest of the campus community. As part of Client Services, Endpoint Support provides comprehensive support and services for end-user devices and software to individuals in Finance and Planning, University Advancement, Athletics, the offices of the Provost, EMAS, the offices of the President, and the Board of Trustees.

Requirements

High School diploma or equivalent.
Any combination totaling one year from the following categories: a. college course work which included Information Technology, IT Management, Programming, IT Systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent: - 30 semester hours equals one year (12 months) - 60 semester hours or Associate’s degree equals 18 months - 90 semester hours equals two years (24 months) - Bachelor's or higher degree equals three years (36 months) b. progressively more responsible work experience in an Information Technology related profession
Experience designing, implementing, managing, or providing support: a. on a technology support team including full-time and part-time staff b. in an IT profession with a focus on end user support or system administration utilizing technologies and skills such as the following: - Active Directory organizational units, computers, users, and security groups. - Windows PowerShell scripting for automation of changes in Active Directory and Windows file and print servers - Office 365 distribution lists, shared calendars, and mailboxes. - Group Policy Objects (GPOs) - User Experience Virtualization (UE-V), redirected folders, and offline files. - Remote support utilizing ScreenConnect or a similar remote control and assistance tool - Distributed File Systems (DFS) for network file shares. - Configuration and deployment of Windows OS with Microsoft Configuration Manager - Networked printers - macOS and support of macOS/iOS devices managed by Jamf - Deep knowledge of Microsoft 365 tools and options - Mobile devices, covering multiple platforms - Zoom for virtual meetings and web conferencing needs - Diagnosing and resolving hardware component and software issues
Experience using Knowledge Management practices for the creation and modification of knowledge records
ability to multitask and self-manage assigned projects and daily tasks in an environment with shifting priorities
ability to follow established procedures, even in a high-pressure situation
ability to interact and work effectively in a team environment
ability to research and learn independently
ability to problem solve, including the ability to identify opportunities for improvement, perform independent research, and apply critical reasoning skills to solve technical issues proactively
superior customer service skills and experience employing a high level of situational awareness and sound judgment
excellent communication skills (verbal and written), including the ability to convey technical information to a non-technical audience

Nice To Haves

Information Technology Infrastructure Library Foundation Certification
HDI Desktop Support Technician Certification
Certified in the warranty repair of Dell or Lenovo computers
Experience deploying, managing, and supporting technology in a higher education environment
Work experience in/with the following: a. the design, implementation, management, and support of group-based management of permissions for networked printers, file shares, applications, and user configuration b. managing software via Jamf, Intune, and/or Configuration Manager

Responsibilities

Configuration, setup, administration, networking, preventative maintenance, security, troubleshooting, purchasing, inventorying, and repair of endpoint technologies.
Provide technology support and consultation directly to Enrollment Management and Academic Services (EMAS).
Provide holistic, proactive technology support to EMAS, focusing on identifying solutions fit to their unique needs.
Serve as a liaison between EMAS and other Technology Solutions teams, providing consultation on technology services impacting EMAS.
Provide first and second level support, which can involve working with customers in person, over the phone, chat, email, and/or remote desktop support as well using a set of management tools to configure and manage the endpoint devices used by EMAS.
Provide documentation of solutions and tracks all incidents using the university's incident management system.