Endpoint Management Analyst

Commonwealth of Massachusetts • Boston, MA

11d • $73,000 - $77,000

About The Position

The Endpoint Management Analyst provides advanced technical support and systems engineering for endpoint devices and user-facing technologies across MassArt's academic and administrative environments. This role supports a diverse ecosystem, including Windows, macOS, iOS, ChromeOS, and related platforms, ensuring secure, efficient, and scalable endpoint operations. The Analyst is focused on analyzing system health, optimizing deployment processes, managing application packaging, and troubleshooting complex failures within the management tools. Serves as a technical lead for endpoint deployment, security, and automation.

Requirements

• A Bachelor's Degree or equivalent combination of education and directly related experience
• 3+ years of experience supporting working with a management system for Windows and macOS endpoints in an enterprise environment.
• Proficiency with endpoint management tools (e.g., Intune, Jamf, KACE) and scripting languages.
• Strong knowledge of endpoint security practices, operating systems, and application troubleshooting.
• Demonstrated excellent communication, organizational, problem-solving, and follow up skills.
• Ability to work independently and collaboratively in a diverse campus community.
• Ability to work as a member of a team.
• Familiarity with Information Technology Services Management (ITSM) and Information Technology Infrastructure Library (ITIL)
• Experience with Google Workspace, Active Directory, Azure/ Entra ID and Office 365
• Prior experience with service desk software.

Nice To Haves

• Experience in Higher Education
• CompTIA A+
• ITIL Foundation
• Jamf 100 Certificate
• Microsoft Certified: Endpoint Administrator Associate (MD-102) - Covers endpoint deployment, policy configuration, compliance, security, and support in Microsoft 365 environments.

Responsibilities

• Manage and support a fleet of Window PCs, designing scalable solutions for configuration, deployment, policy enforcement, and user experience across academic and administrative environments.
• Serves as the Subject Matter Expert (SME) for all Windows technologies
• Additionally, a key resource providing Tier 3 backup and escalation support for the Apple environment and related desktop infrastructure.
• Serve as Primary administrator for endpoint deployment and management platforms such as KACE, Intune, and ChromeOS tools.
• Serve as the backup administrator for JAMF and Apple School Manager, and support onboarding and integration of identity-based tools.
• Assist in the management of the software licensing server and applications for both Macs and PCs.
• Identify and remediate systemic issues affecting endpoint connectivity.
• Collaborate with Print Services and vendors (e.g., Xerox) to troubleshoot and support print infrastructure, including Papercut, multifunction copiers, and large-format printers.
• Act as a contributing administrator for endpoint-related SaaS platforms such as Sophos (security) and CrashPlan (backup), ensuring reliable protection and recovery for PC users.
• Work with platform vendors to optimize service functionality and contribute to internal documentation for ongoing support and operations.
• Partner with Academic Technology and studio managers to coordinate software license deployments, Windows upgrade planning, and testing.
• Align software and OS update schedules with academic and administrative cycles, providing proactive support for version-related compatibility or performance issues.
• Participate in roadmap planning for endpoint-related services, collaborating with cross-functional teams on strategic initiatives.
• Provide advanced technical support and end-user assistance for endpoints, devices, and user-focused technology resources including software, networks (wired, wireless, VPN), telecom services, and enterprise systems.
• Respond to and resolve service tickets in alignment with departmental policies, ensuring high-quality customer service.
• As necessary, may provide functional supervision to contractors and students engaged in endpoint support.
• Perform additional duties as assigned by supervisor or Deputy Chief Information Officer.

Benefits

• Comprehensive Benefits (does not apply to contractor/student positions) : When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Please click here to view MassArt Benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees