About University at Albany:

Established in 1844 and designated a University Center of the State University of New York in 1962, the University at Albany's broad mission of excellence in undergraduate and graduate education, research, and public service engages a diverse student body of more than 17,000 students in nine schools and colleges across three campuses.

Located in Albany, New York, New York State's capital, the University is convenient to Boston, New York City, and the Adirondacks.

Job Description:

Information Technology Services (ITS), the central IT provider at the University at Albany, seeks applicants for a Desktop and Mobile Computing (D&MC) Senior Endpoint Management Specialist. ITS manages and supports nearly 7,000 university-owned faculty/staff, classroom, conference room, and research lab desktops and mobile devices. The D&MC Endpoint Management Specialist is a senior position that is key to continuous improvement and delivery of services in this large-scale operation.

The D&MC Senior Endpoint Management Specialist is a subject matter expert in desktop and mobile computing and provides technical leadership within service teams. They address and resolve complex and non-standard requests and issues. They develop and maintain strong expertise in enterprise management applications and tools (i.e., Active Directory, MECM, AllSight, Jamf, etc.) and steer the selection and usage of each in achieving ITS' goals and adhering to ITS' principles and standards.

The D&MC Senior Endpoint Management Specialist understands the importance of well-defined processes and promoting their adoption across large service teams to successfully manage the pace and volume of work required to support thousands of devices. The successful Senior Endpoint Management Specialist independently identifies process challenges and recommends and assists in implementing actionable improvements and solutions to the D&MC Manager. They monitor the flow of real-time work and act to address operational problems.

Under the leadership and direction of the D&MC Manager, the Senior Endpoint Management Specialist is responsible for ensuring internal and customer-facing documentation is created, accurate, and updated regularly. They understand the value of documentation in promoting clarity and cohesion for large service teams.

Primary Responsibilities:

• Enterprise management applications and tools (i.e., Active Directory, MECM, AllSight, Jamf, etc.)
  • Ensure that all enterprise desktop and mobile device management applications and tools are maintained, and versions updated in a timely fashion and adhere to ITS standards, controls, security policies and procedures.
  • Build and maintain advanced technical expertise in ITS' enterprise desktop and mobile device management applications and tools.
  • Stay abreast of advances in the field and steer technical direction in D&MC, following ITS' architecture review protocols.
• Asset inventory maintenance, cyclical planning, budgeting, and related projects
  • Develop and maintain a strong understanding of how the inventory data structure, operational processes to add/remove/update records, inventory dashboards and reports, and project workload planning all play a role in planning cyclic replacement of all D&MC assets.
  • Regularly report on anomalies and potential problems in the asset inventories for all supported services and work to resolve.
  • Maintain, provide reports and update replacement schedule and replacement cost fields in the asset inventories for all supported service areas to support budgeting and planning processes.
• Endpoints service standards, efficient operations and consistent user experiences
  • Provide subject matter expertise, oversee and continuously evaluate hardware and software deployment and support processes, their effectiveness and recommend improvements.
  • Determine and document the standard workstation and printer models and configurations for various use cases including fac/staff, classrooms, conference rooms, research labs; refresh standards, as needed.
  • Oversee the internal and external documentation and maintain all approved desktop and mobile computing standards for the University.
  • Regularly report on workstation hardware, operating systems, software, and printers at risk or outside of defined standards and work to resolve.
  • Determine and document operating system versions used for deployments; determine and manage upgrade cycles.
• Provide day-to-day operational oversight of operations and service offerings
  • Prepare technical diagrams, configuration logs, process maps, internal and external knowledge base articles, and other documentation, as needed.
  • Provide subject matter expertise, technical support and collaborate across ITS teams and on projects to identify problems, devise creative solutions, and implement proposed recommendations.
  • Other reasonable duties as assigned.
• Project Management
  • Serve as Project Manager on D&MC projects.
  • Actively participate, as needed, in ITS projects related to your service(s).

Functional and Supervisory Relationships:

• Reports to: Manager of Desktop and Mobile Computing Services
• Supervises the following positions: None
• Interacts with: ITS staff; faculty and staff in academic, research, and business units; external vendors/contractors/consultants; peer institutions

Job Requirements:

• Excellent interpersonal, oral, and written communication skills.
• Organize work, prioritize tasks, and manage multiple and changing priorities.
• Provide scheduled support and consultation outside normal business hours, including occasional evenings, holidays, or weekends, within reasonable professional obligation and expectation.
• Report to campus in-person on Mondays, Wednesdays, Fridays, and as needed. This position is eligible to telecommute on Tuesdays and Thursdays, following a probationary period and with supervisor approval.

Requirements:

Minimum Qualifications:

• A bachelor's degree from a college or university accredited by a U.S. Department of Education (DOE) or internationally recognized accrediting organization, or at least 6 years of full-time professional experience related to the role.
• Minimum of 3 years' experience building operating systems and application deployments in a large, complex environment.
• Minimum of 3 years' experience documenting deployment processes that can be replicated/implemented by field staff.
• Minimum of 3 years' experience supporting desktops and mobile devices, IT operations, or systems administration addressing and resolving issues escalated for higher level support.
• Applicants must demonstrate an ability to develop inclusive and equitable relationships within our diverse campus community
• Applicants must demonstrate an ability to support diversity, equity, access, inclusion, and belonging relative to their role

Preferred Qualifications:

• Minimum of 3 years' experience using Microsoft Endpoint Configuration Manager (MECM); for operating system deployments, application packaging and deployment, and workstation security/patch management.
• Minimum of 3 years' experience using and maintaining active directory and group policy.
• Minimum of 3 years' experience developing and continuously maintaining technical documentation within a knowledge base repository.
• Experience configuring and managing a Microsoft mobile device management (MDM) system such as Microsoft Intune.
• Experience configuring and managing an Apple mobile device management (MDM) system such as Jamf Pro.
• Experience using PowerShell (or similar scripting language) to manage workstations, users, AD.
• Experience using and supporting workstations running Linux operating systems.

Working Environment:

Typical office environment

Additional Information:

Professional Rank and Salary Grade: Senior Programmer/Analyst, SL-4, $85,000-$95,000

Special Note: Visa sponsorship is not available for this position. If you currently need sponsorship or will need it in the future to maintain employment authorization, you do not meet eligibility requirements. Additionally, please note that UAlbany is not an E-Verify employer.