Endpoint Systems Analyst

Eastern Mennonite University • Harrisonburg, VA

4d • Onsite

About The Position

The Endpoint Systems Analyst works closely with other User Services personnel on the IT staff to assure a high level of user satisfaction with all aspects of workstation operation and support across campus. The Analyst will assist in determining suitable software to meet user requirements, troubleshoot software and hardware failures, and identify network problems when they relate to servers, endpoints, platforms, or related peripheral equipment.

Requirements

• Ability to comprehend complex information in order to troubleshoot and resolve problems.
• Ability to set goals, prioritize, and organize job tasks and workload in order to meet deadlines, ability to complete work in a timely manner, and communicate progress routinely with the Associate Director of User Services.
• Interpersonal skills for assisting faculty, staff, students, and other visitors of varying technical proficiency.
• Ability to use a PC and software such as Windows, Microsoft Office, and Google.
• Ability to operate commonly used office equipment such as a copy machine, fax, phone, etc.
• Ability to communicate effectively in writing and verbally with a wide variety of constituents.
• Ability to collaborate and work with team members.
• Ability to work hours outside of the normal work schedule, including weekends and evening hours.
• Bachelor’s degree in computer science, or related field, and a minimum of 2 years of experience in an information systems/technology position, or an equivalent combination of experience, education, and training.
• Specific experience in Intune, Chrome Management Console, JAMF, Windows, Mac, Chrome, and iOS software, hardware, and peripherals, Microsoft Office, Web browsers, Google Apps for Education, Network printing, and PaperCut.

Nice To Haves

• Experience in a higher education environment is preferred.

Responsibilities

• Coordinates repair of Windows and Mac hardware issues promptly.
• Upgrades Windows and Mac hardware on a five-year cycle.
• Provides faculty and staff with the appropriate hardware needed to perform their jobs.
• Keeps documentation up to date.
• Ensures Windows and Mac laptops are encrypted.
• Works with Dell and Apple support to resolve hardware issues in a timely manner.
• Corresponds with users to diagnose and repair hardware failures.
• Ensure copier/printer downtime is minimal.
• Ensure service is performed as needed.
• Ensure that copiers are replaced and set up as needed.
• Ensure copiers and printers are optimized for efficiency.
• Ensure that employees have adequate computer resources.
• Ensure that computers are recycled appropriately.
• Ensure that the Northlawn depot is tidy.
• Ensure that equipment is utilized as long as possible.
• Ensure that all EMU equipment is labeled and entered into IT Assets.
• Ensure that the asset database is correct.
• Resolve walk-in customers' questions and issues.
• Answer helpdesk phone calls within four rings.
• Ensure service level agreement targets are met.
• Helpdesk work orders are prioritized appropriately.
• Provide backup support to Endpoint team members.
• Participate in Endpoint team meetings.
• Perform additional duties as assigned.

Benefits

• robust medical, dental, and vision insurance with an employer-supported Health Savings Account (HSA)
• employer-paid life, short-term, and long-term disability plans
• 403(b) retirement plan featuring a generous employer match
• paid time off and vacation time
• paid holidays
• a confidential Employee Assistance Program
• a generous tuition remission benefit

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level