Endpoint Management Analyst

Commonwealth of Massachusetts•Boston, MA

7h•$76,000 - $86,000

About The Position

The Endpoint Management Analyst is responsible for the administration, management, deployment, and support of MassArt's endpoint technology environment, with primary responsibility for Apple devices and macOS. Provides advanced technical and desktop support, endpoint management, software deployment, troubleshooting, security, and lifecycle services across Mac and Windows environments. Serves as a technical resource for client services, collaborating with IT teams, vendors, and campus partners to deliver reliable, secure, and effective technology services that support academic and administrative operations.

Requirements

Bachelor's Degree or equivalent of education and directly related experience.
Minimum of 3 years of experience supporting and managing enterprise endpoint management systems in a professional environment.
Demonstrated experience administering and supporting Apple/macOS devices in an enterprise or institutional environment.
Experience with software deployment, deployment, patch management, operating system upgrades, and endpoint lifecycle management.
Excellent communication, organizational, and problem-solving skills.
Strong knowledge of macOS troubleshooting, configuration, security, and application compatibility.
Demonstrated ability to diagnose and resolve complex, recurring, or widespread technical issues and serve as an escalation resource.
Strong customer service, communication, documentation, organizational, and problem-solving skills.
Experience with Google Workspace, Active Directory, Azure/ Entra ID and Office 365
Prior experience with service desk software.

Nice To Haves

Familiarity with Information Technology Services Management (ITSM) and Information Technology Infrastructure Library (ITIL)
Experience managing Jamf Pro
Experience supporting technology in higher education.
Experience leading or coordinating technical projects involving implementation, integration, testing, and deployment.
Relevant professional certifications in Apple technologies, endpoint management, device management, or related areas.

Responsibilities

Manages the institution's Mac endpoint environment, including configuration, deployment, management, security, and user experience across academic and administrative environments.
Serves as the Subject Matter Expert (SME) for Apple technologies and provides Tier 3 backup and escalation support for Windows PCs and related desktop infrastructure.
Administers endpoint management platform for Apple products (such as Jamf Pro and Apple School Manager) and supports identity integration and endpoint management across other Windows and Chrome OS platforms (such as Intune, KACE, SCCM etc).
Maintains automated software distribution (such as Munki) and patching infrastructure, and assists with software licensing and application deployment for Mac and Windows environments.
Provides advanced technical support for endpoints, devices, software, networks, VPN, and enterprise systems.
Troubleshoots and resolve endpoint connectivity, performance, and reliability issues, including recurring or widespread problems.
Responds to and resolves Incidents, problems, changes and service requests in accordance with departmental policies and service standards, providing high-quality customer support.
Collaborate with Print Services and vendors to support enterprise print management, multifunction copiers, and large-format printing infrastructure.
Support endpoint security and backup services, including endpoint protection applications and backup and recovery, to help protect endpoints and users and ensure reliable data recovery.
Partner with Academic Technology, studio managers, and other stakeholders to coordinate software licensing, application deployments, macOS upgrades, and compatibility testing.
Plan software and operating system updates around academic schedules and institutional needs, proactively addressing compatibility, performance, and version-related issues.
Collaborate with technology vendors to troubleshoot issues, improve endpoint services, and maintain documentation for ongoing support and operations.
Contribute to endpoint service planning and strategic initiatives, helping evaluate technology needs and identify opportunities for service improvements.
Works with IT teams, Academic Technology, studio managers, vendors, and other campus partners to support reliable and effective endpoint services.
May lead, coordinate, or participate in cross-functional projects, providing technical expertise and supporting planning, implementation, integration, testing, and successful project outcomes.
Provide functional supervision to contractors and student employees engaged in endpoint support, as needed.
Perform additional duties as assigned by the supervisor or Deputy Chief Information Technology Officer.