Department Summary

Customer Success proactively manages IT customer satisfaction and loyalty, ensuring interactions meet customer needs and managing and resolving common customer inquiries and needs. Customer Success acts as the “front door” for ITS, providing tiered support to handle most common IT user needs including software, endpoint, and access inquiries. This team provides service management expertise and program design including incident management, problem management, change management, asset management and inventory control, and knowledge management grounded in ITIL principles.

Position Summary

The Endpoint Support Analyst will provide technical support and assistance to students, faculty, and staff. This individual will work to provision, deploy, troubleshoot, and maintain reliable and secure endpoint devices, such as laptops, desktops, tablets, mobile phones, printers, scanners, and virtual environments. The Endpoint Support Analyst will help deploy new technologies involving large-scale workstation management and software virtualization.

Qualifications

• Experience working in one or more of the following fields: information technology, management, customer service, higher education, or a related field. (Required)
• Experience with customer issue ticketing systems and/or ServiceNow. (Required)
• Foundational understanding of Microsoft and Apple operating systems (Windows, MacOS, iOS, etc.) as well as security tools such as antivirus and firewall applications. (Required)
• Awareness of physical mobile devices as well as mobile device management and security. (Required)
• Ability to monitor device image quality, deployment, adoption, and performance across campus with the use of automated tools and reports. (Required)
• Ability to design, implement, and troubleshoot various workstation provisioning tools. (Required)
• Strong written and verbal communication skills. (Required)