Senior IT Endpoint Support Specialist

Penn Medicine, University of Pennsylvania Health System•Philadelphia, PA

18h•$71,733 - $82,000•Onsite

About The Position

ISC's HireIT Services team provides best-in-class IT service delivery in a matrix environment to clients across a diverse collection of campus organizations. As a senior member of the Endpoint Services team, the Senior IT Support Specialist provides advanced endpoint administration, technical consulting, and end-user support for both macOS and Windows computing environments, with primary responsibility for the management and advancement of HireIT's Apple ecosystem. This position is responsible for the design, implementation, and ongoing management of endpoint services, including software deployment, operating system management, patching, security remediation, and device lifecycle management. While supporting a mixed-platform environment, the position serves as a lead technical resource for macOS management, leveraging Jamf Pro and related technologies to deliver secure, reliable, and scalable endpoint services. The successful candidate will build strong client relationships, mentor junior staff, and help ensure secure, reliable, and well-managed endpoint computing services. Additionally, they should have Jamf 200 certification or equivalent demonstrated experience administering Jamf Pro in an enterprise environment. Occasional evening or weekend work may be required.

Requirements

Bachelor of Science and 2 to 3 years of experience or equivalent combination of education and experience is required.
Experience providing technical support for contemporary client operating systems (Macintosh and Windows) and productivity applications, preferably in an academic computing or professional services environment.
Experience using endpoint management systems (e.g., BigFix, Jamf, Intune).
Jamf 200 certification or equivalent demonstrated experience administering and scripting Jamf Pro in an enterprise environment.
Ability to thrive in a client-centric, technically-focused environment.
Ability to adapt to a changing and variable work experience.
Excellent interpersonal, oral and written communication skills with the ability to present technical materials clearly.
Organizational skills: the ability to create and keep deadlines, goal setting, and time management.
Ability to work with a wide variety of clients and colleagues, delivering exemplary technical support and mentorship.
Ability and commitment to maintaining the confidentiality of sensitive materials.
Experience configuring, deploying and supporting client systems in a highly managed environment.
Ability to both lead and work in support of others to produce best outcomes.
Proficient knowledge of currently supported Windows OS and macOS platforms.

Responsibilities

Administer and support endpoint management services for Windows and macOS devices, including operating system upgrades, software deployment, patch management, security remediation, and compliance monitoring.
Provide advanced technical support and consulting for clients with varying levels of technical expertise.
Serve as an escalation point for complex endpoint, application, and device management issues while maintaining strong client relationships and delivering exemplary customer service.
Design, implement, and continuously improve endpoint management processes, standards, workflows, and automation.
Evaluate emerging technologies and recommend solutions that enhance endpoint security, manageability, and user experience.
Participate in initiatives, testing and projects undertaken by the Endpoint Team.
Manage endpoint lifecycle activities including imaging, provisioning, deployment, asset management, refresh programs, inventory reconciliation, and hardware replacement initiatives.
Create and maintain technical documentation, knowledge base articles, procedures, and client communications related to endpoint services.
Occasional coverage for evenings, weekends, and recognized University holidays may be required.
Other duties and responsibilities as assigned.