Client Services Technician Iii - Endpoint Management Administrator

Posting Details
Position Information
Position Title
Client Services Technician III - Endpoint Management Administrator
Position Type
Regular
Job Number
SA9092122
Full or Part Time
Full-Time 40 Hours Weekly
Fair Labor Standard Act Classification
Non-Exempt
Anticipated Pay Range
$31.25-$33.65
Pay Range Information
Chapman University is required to provide a reasonable estimate of the compensation range for this position. This range takes into account a variety of factors that are considered in making compensation decisions, including experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. Salary offers are determined based on the final candidate's qualifications and experience, as well as internal equity and other internal factors. The anticipated pay range is not a promise of a particular wage.
Position Summary Information
Job Description Summary
Under general supervision, the Client Services Technician III (Endpoint Management Administrator) will be responsible for the design, implementation, and maintenance of the Microsoft Intune environment and mobile device management to manage, deploy, and secure the university endpoints. Collaborating with cross-functional teams will lead deployments of applications, patching, configuration profiles, and OS updates across a diverse range of devices, ensuring a seamless end-user experience. The role will involve resolving Intune-related issues, troubleshooting, correcting identified failures, and conducting regular audits to assess and enhance device deployments and use of self-service (Company Portal). Stay informed about the latest Intune features and industry best practices to proactively recommend and implement improvements to optimize the overall Intune infrastructure and routinely monitor application vulnerabilities and utilization.
Provide training to the Desktop Support team and function as an escalation point for tier I/II support requests. Thoroughly document system enhancements and changes, track requests for security changes, and monitor work requests in the university ticketing system. Use sound judgment and knowledge to assign tasks to internal teams for timely resolution when required. Verifies solutions and communicates resolutions to the team and customers. Coach staff on Windows-related changes and application use for first contact resolution. Provide after-hours and weekend support for critical system changes, problems, and priority users. Work as a motivated collaborator of the IS&T department and communicate effectively with all levels of faculty, staff, and students about technical issues, and fixes. Able to complete multiple simultaneous tasks and lead assigned computer refresh projects. Perform additional duties and technical support as assigned.
Responsibilities
Technical FunctionEndpoint Management Administration

• Manage Intune endpoints and mobile device application support for all Windows devices.
• Provide technical expertise to manage classroom and lab environments including software.
• Create and maintain configuration policies, compliance policies, deployment profiles, and application packages in Microsoft Intune and PatchMyPC.
• Maintain asset management using Intune and inventory control using Assets in Jira for computers and mobile devices.
• Work with the Server Administration team and other departments on day-to-day computer management tasks; generating, resolving, and reporting imaging and software issues.
• Assist the Information Security team with virus and malware security measures and enhancements for strict system configuration.
• Contribute to ongoing team success and business processes for using Intune.
• Support Chapman University faculty, staff, and students by telephone, email, ticketing system, and in person.
• Generate reports and dashboards to inform internal and external users of computer performance and refresh dates.

Technical Support and Escalation

• Serves as the technical escalation point for Desktop Tier I and Tier II technicians.
• Deliver excellence in customer service in person, over the phone, via Microsoft Teams, and email.
• Troubleshoot and resolve escalation issues in accordance with SLAs.
• Recognize, identify, and report recurring application, service, and hardware issues.
• Create and update Desktop Support documentation for internal and external use.

Education/Skill improvement

• Acquire, update, and maintain certification(s) (e.g., Dell, Microsoft Endpoint Management, and Windows OS) or education related to service delivery.

Required Qualifications

• Bachelor's degree in computer science or management information systems, or equivalent combination in education and experience.
• A minimum of 5 years in providing professional technical support, with proven ability to troubleshoot and fix complex and escalated technical problems.
• Strong skills and proven ability in the setup, configure and use Windows OS in an enterprise environment.
• Proven technical ability to navigate customer problem tracking and resolution processes
• Proven understanding of resource estimates and progress reports
• Ability to research problems and recommend solutions
• Ensure security of customer data and applications in all phases of production
• Proven ability to prioritize and perform duties in a timely manner
• A strong commitment to customer service and teamwork
• Strong organizational and problem-solving skills
• Ability to perform duties under general supervision and demonstrate initiative for assignments
• Excellent troubleshooting skills to analyze routine and complex technical problems, formulate, and communicate logical and sound conclusions and recommendations
• Ability to create and maintain documentation of related issues and resolutions.
• Demonstrate effective written and oral communications skills.
• Ability to use tact and diplomacy and maintain a high confidentiality level.
• Excellent interpersonal skills with a diverse group of individuals at all organizational levels.
• Excellent technical skills to learn, use and troubleshoot modern technologies.
• Ability to accept and implement changes to work procedures and polices
• Proven ability to adapt to innovative technologies.
• Working knowledge of supervisor theories and practices for creating and maintaining high-performing teams.

Desired Qualifications

• Proficiency with current Microsoft operating systems, Microsoft Intune, Azure, and software application packaging.
• Desktop Computer specific (e.g., Dell, HP, A+) certification
• ITIL, Microsoft Intune, or Azure certification

Special Instructions to Applicants
Chapman University is an equal opportunity employer committed to fostering a diverse and inclusive academic global community. The University is dedicated to enhancing diversity and inclusion in all aspects of recruitment and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, gender expression, national origin, ancestry, citizenship status, physical disability, mental disability, medical condition, military and veteran status, marital status, pregnancy, genetic information or any other characteristic protected by state or federal law.
The University is committed to achieving a diverse faculty and staff and encourages members of underrepresented groups to apply. More information on diversity and inclusion at Chapman University can be found at www.chapman.edu/diversity.
Applicants for Staff and Administrator positions must be currently authorized to work in the United States on a full-time basis. Chapman University does not sponsor applicants for Staff and Administrator positions for work visas.
The offer of employment is contingent upon satisfactory completion and outcomes of a criminal background screening and returning to the Office of Human Resources a signed original acceptance of the Chapman University Agreement to Arbitrate.
Minimum Number of References
0
Maximum Number of References
3