Systems Support Analyst Senior

Arizona State University • Tempe, AZ

9d • Hybrid

About The Position

Enterprise Technology – Desktop Services is seeking a Systems Support Analyst Senior with a strong focus on endpoint security and management to support ASU’s enterprise environment. This role blends traditional deskside support responsibilities with a primary emphasis on securing, managing, and optimizing endpoint systems across the university. This position is ideal for a technically skilled, service-oriented professional who can operate within a deskside support model while contributing significantly to endpoint security, compliance, and management initiatives. The successful candidate will support and secure enterprise devices using tools such as Microsoft Intune, MECM, Jamf Pro, Entra ID, and Active Directory, while also maintaining a high standard of customer support for assigned departments, including executive-level stakeholders. This role is primarily focused on remote endpoint management and security, with some hands-on, in-person support in a fast-paced, collaborative environment. As with all members of the Enterprise Technology team, this role carries core responsibilities, including fostering a sense of belonging and cultivating a culture that is relational, visionary, and empowering. With a strong emphasis on authenticity and compassion, this position is dedicated to embodying and advancing our culture.

Requirements

• Bachelor's degree and five (5) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.
• Experience with enterprise endpoint management tools (Intune, MECM, Jamf Pro).
• Strong working knowledge of Active Directory, Entra ID, and Group Policy.
• Understanding of endpoint security principles, compliance frameworks, and zero trust architecture.
• Experience with vulnerability management, compliance reporting, and remediation processes.
• Scripting experience (PowerShell, Python, or shell) for automation and systems management.
• Proven ability to troubleshoot complex endpoint and system issues across platforms.
• Experience supporting both Windows and macOS environments.
• Strong customer service skills, including experience supporting executive-level users.
• Familiarity with collaboration tools (Zoom, Teams) and endpoint-related AV technologies.
• Ability to communicate technical concepts clearly to both technical and non-technical audiences.
• Demonstrated ability to model empathy, compassion, and emotional intelligence.
• Experience in a values-driven organization with a strong commitment to inclusion and belonging.
• Ability to cultivate a psychologically safe environment where all team members can thrive.
• Capacity to inspire and drive meaningful change in individual, institutional, and corporate behaviors to support a more sustainable environment.
• Commitment to leading by example through effective communication, active participation, and advocacy for the institution’s sustainability programs.

Nice To Haves

• Relevant certifications (Microsoft 365, Security+, Jamf, or similar) preferred.

Responsibilities

• Support, maintain, and enhance endpoint management platforms including Microsoft Intune, MECM, and Jamf Pro.
• Administer and troubleshoot identity and device management systems using Entra ID and Active Directory.
• Deploy, manage, and enforce security configurations, software updates, and compliance policies across Windows and macOS devices.
• Perform endpoint security and vulnerability analysis, leveraging compliance reporting to drive remediation strategies.
• Collaborate with IT security teams and stakeholders to implement and enforce endpoint security standards, patching strategies, and zero trust principles.
• Analyze endpoint management processes, tools, and documentation to identify risks and recommend improvements that strengthen security posture and operational efficiency.
• Research, evaluate, and recommend endpoint management and monitoring solutions aligned with industry best practices.
• Develop and maintain technical documentation, including runbooks, deployment plans, and operational procedures.
• Automate and optimize endpoint management tasks using scripting (PowerShell, Python, shell) to improve efficiency and reduce manual effort.
• Provide consultation and guidance to IT staff, leadership, and departments on endpoint management and security practices.
• Provide advanced deskside support for Windows and macOS devices, including complex hardware, software, peripheral, and connectivity troubleshooting.
• Deliver high-touch support for executive-level stakeholders and departmental users with professionalism and responsiveness.
• Respond to and resolve support requests across multiple channels (ticketing system, phone, chat, and in-person).
• Image, configure, and deploy endpoint devices aligned with enterprise standards.
• Support collaboration technologies including Zoom, Microsoft Teams, and conference room systems.
• Take responsibility for fostering a positive culture, upholding organizational values, and championing engagement in all its forms- collaborating across our teams as well as participating in ET/ASU events and programs.
• Contribute to IT inventory and lifecycle management processes.
• Leverage AI in routine tasks and contribute ideas for using AI to improve the unit’s efficiency and overall performance.
• Collaborate across teams and actively participate in ET/ASU events and programs.
• Serve as a technical subject matter expert across endpoint security and support domains.

Benefits

• Access to professional development and hands-on learning
• Workday Learning courses covering a variety of topics
• Tuition reduction for degree programs at ASU
• Opportunities for manager-approved specialized training and certifications based on department needs

What This Job Offers

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