IT ENDPOINT SERVICES ENGINEER

City of Amarillo•Cocoa, FL

19h•Onsite

About The Position

The City of Amarillo is seeking an IT Endpoint Services Engineer to serve as the technical expert and service owner for End User Computing (EUC) standards and endpoint services, with accountability for service delivery, platform reliability, security, and customer experience across desktops, laptops, tablets, mobile devices, and related endpoint services. The IT Endpoint Services Engineer is responsible for building and maintaining endpoint standards, improving lifecycle processes, resolving systemic issues, driving automation, and partnering across Infrastructure, Security, and Support teams to deliver reliable, secure, and supportable endpoint services aligned with City priorities.

Requirements

Five (5) or more years of full-time work experience in a customer-focused, enterprise-level IT environment, including at least two (2) years of experience engineering and administering endpoint management solutions (such as Microsoft Intune/MDM/MAM, Windows endpoint configuration, application delivery, patching strategy, and automation).
Demonstrated experience with multiple enterprise technologies related to endpoint management, endpoint security posture, and modern authentication and access control.
Ability to work with minimal supervision, prioritize competing work, and exercise independent judgment in designing standards, implementing controls, and resolving systemic issues that impact City operations.
Expert troubleshooting skills, including the ability to differentiate single-user issues from systemic platform or policy issues and implement permanent fixes.
Ability to anticipate future technology needs and initiatives and design and implement solutions aligned with them.
Must be able to participate in an after-hours on-call rotation and work extended hours as necessary to support maintenance windows, major changes, or emergencies.
Valid Texas Driver’s License required.
Successful completion of a criminal background check is required.
Background check must confirm eligibility for Criminal Justice Information Services (CJIS) system access and CJIS eligibility must be maintained for the duration of employment.

Nice To Haves

ITIL 4 Foundation
Microsoft Fundamentals (one or more): MS-900, SC-900, AZ-900 (or equivalent training)
Microsoft Certified: Endpoint Administrator Associate (MD-102)
Microsoft Certified: Identity and Access Administrator Associate (SC-300)
Apple Certified Support Professional (Apple Device Support)
Apple Certified IT Professional (Apple Deployment and Management)
Jamf Certified Associate (Jamf Pro) or higher

Responsibilities

Provides excellent customer service and completes work while exercising professionalism, ethics, and integrity.
Serves as service owner for endpoint services; establishes standards, governance, change control, and measurable outcomes to ensure services are reliable, secure, supportable, and aligned with City priorities and strategic initiatives.
Analyzes business and technical requirements and translates them into endpoint standards, configurations, and operational models for physical and virtual endpoints.
Engineers and maintains endpoint management platforms and supporting services (cloud and on-prem/hybrid as applicable).
Establishes and maintains endpoint standards and baselines, including configuration and compliance standards, encryption requirements, update/patching strategy, and application delivery.
Designs and maintains endpoint provisioning and lifecycle processes, including modern provisioning approaches (Autopilot) and/or on-prem/hybrid imaging and rebuild capabilities (ConfigMgr/WDS) as applicable.
Designs and maintains application packaging and lifecycle standards across endpoint delivery methods, including published applications/virtualization client experience as applicable.
Leads systemic issue resolution and problem management by distinguishing individual device/user issues from platform failures, performs root cause analysis, documents known errors, and implements permanent corrective actions to reduce recurrence.
Develops and maintains automation and self-healing capabilities (scripting, proactive monitoring, orchestration, ITSM automation) to reduce repeat incidents, improve reliability, and decrease manual effort.
Establishes and monitors endpoint service health metrics (provisioning success rates, patch compliance, encryption status, application deployment success, incident recurrence, and customer experience indicators) and communicates trends, risks, and recommendations.
Partners with IT Infrastructure and IT Security teams on shared dependencies (identity, networking profiles, and certificates) and endpoint security, including privileged access controls, PAM/PIM integrations, and endpoint detection and response tools such as Defender for Endpoint.
Supports endpoint inventory integrity and lifecycle visibility through coordination with asset discovery/inventory systems; improves data quality and reporting to support risk reduction and refresh planning.
Develops and maintains standards, runbooks, SOPs, and knowledge base content to enable Tier 1–3 self-sufficiency and reduce avoidable escalations; communicates service changes and impacts clearly to stakeholders and end users.
Provides advanced escalation support for complex/systemic endpoint issues and participates in occasional Help Desk coverage during high-impact incidents, high-volume periods, staffing constraints, or scheduled rotations.
Coordinates vendor support cases and contributes to evaluation, planning, and implementation of endpoint enhancements and new capabilities.
Participates in after-hours maintenance windows and on-call rotation as required; works extended hours when necessary to support major changes or emergencies.
Primary responsibilities may emphasize either cloud endpoint management or on-prem/hybrid endpoint engineering, with cross-training to provide backup coverage across core endpoint services.
Performs other job-related duties as assigned.