ENDPOINT MANAGEMENT ENGINEER
Duke University

Job Info

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Duke University:

Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America's leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.

Department: IT - Technical Support Center
Job Title: Endpoint Management Engineer
Job Code: 2426 Senior IT Analyst (Band D)

The Endpoint Management Engineer is responsible for managing, supporting, and championing the use of automation systems to build and deploy system images to computers supported by the Fuqua IT department, and for training and supporting of other Fuqua IT staff in the use of these automation systems to continuously improve their own service to their assigned internal customers. Additionally, this position also has responsibility for the management, configuration, and reliable operation of all public-use computer systems at the Fuqua School of Business, including but not limited to computers in teaching spaces, labs, kiosks, and team rooms/spaces. The reliability of these systems is essential to maintaining the reputation of the Fuqua School of Business as one of the top business schools in the world.

Typical Roles and Responsibilities of this position include:
* (60%) Imaging Support:
o Deploy operating systems and applications using appropriate automated deployment tools, e.g., Windows Autopilot, Microsoft Intune, Microsoft Deployment Toolkit, System Center Configuration Manager / Endpoint Configuration Manager, Jamf Pro, and BigFix.
o Develop standards, documentation, and procedures with the goal of effective management of all client software deployment and patching.
o Develop, test, deploy, and maintain PowerShell and/or other scripts as needed to automate and refine processes and strive to provide a zero-touch effect when managing end user computing devices.
o Create and maintain packages for distributing software to end user computing devices.
o Create and maintain reference virtual machines for each computing space image.
o Lead and assist other IT staff in creating, maintaining, and deploying images to keep their assigned systems up to date.
o Create and maintain documentation for the purpose of accurately tracking software applications including origin, licensing, affected users, and installation/upgrade history. Work with vendors to refresh/renew licenses as needed.
o Develop and maintain appropriate end user computing policies in line with Duke University policies and practices as well as other industry-standard security and end point device management.
o Research a variety of related subjects (e.g., computer hardware, operating system versions, software applications, and other technology) to keep up with trends and perform as subject matter expert. Recommend changes to software toolsets and processes as appropriate to provide continuous improvements to IT services.

* (30%) Public Space Computing Support:
o Manage the availability and performance of all public space computing, including but not limited to: classrooms, seminar rooms, computer labs, library database room, conference rooms, behavioral lab, social cognition lab, team rooms and lounges. Configure and maintain backup computers that can be deployed immediately as needed.
o Work with faculty/staff and Fuqua IT to determine the optimal hardware and software to be included on all public space computers and ensure that all systems are maintained at appropriate software version/patch levels and in accordance with IT security policies
o Acquire, install, or upgrade computers, components and software as needed; provide automation of routine tasks; troubleshoot problems as needed; train staff on software; or offer technical support for other Fuqua IT projects as appropriate.
o Ensure that all changes and/or updates needed to public space computers are completed with minimal impact to the ongoing operations of the school.
o Troubleshoot problems on assigned systems and repair/recover from hardware or software failures as needed.
o Perform ongoing performance tuning, hardware and software upgrades, and resource optimization as required.
o Communicate changes to public space computing resources to faculty, other IT teams, and other stakeholders in a timely manner.
o Ensure that the uptime, performance, resources and security of assigned computers meet the needs of the users without exceeding the budget available.
o Maintain an accurate inventory of all equipment.

* (10%) General Responsibilities:
o Represent Fuqua IT and assigned subject areas to other Duke University IT departments.
o Assist the Service Desk in providing face-to-face support as needed. This includes taking turns manning the service desk for periods of time when the primary Service Desk staff are unavailable and volunteering to help during busy times.
o Participate in an 24/7 on-call support rotation.

* Other duties and responsibilities as may be assigned from time to time.

Required Experience, Knowledge, and Skills
* Graduation from a four-year college or university, preferably with a major in computer science or information technology, and 3 years of experience in an IT technical support or service desk position; or an equivalent combination of training and experience.
* Minimum of two years' experience with automated deployment tools such as Windows Autopilot, Microsoft Intune, Microsoft System Center Configuration Manager (SCCM) and/or Microsoft Endpoint Configuration Manager (MECM).
* Experience with enterprise-level automated software deployment tools in an environment with 500+ users.
* Significant customer support experience.
* Excellent troubleshooting skills.
* Excellent oral and written communication skills to effectively communicate with persons of varied technical backgrounds.
* Self-starter, with a demonstrated ability to stay organized, effectively handling complex assignments and balancing projects, tasks and problems in order to meet deadlines.
* Ability to work independently in a team environment with minimal supervision, take initiative, set priorities, follow through and see projects through to completion and accept new and added responsibilities.
* Experienced in creating and maintaining programmatic and technical documentation to ensure efficient planning and execution, ability to manage and document system configurations.
* Occasional evening and weekend work will be required.

Preferred Certifications and Experience
* Current professional certification in Microsoft Windows Operating System, Windows Server systems administration, and Microsoft automated deployment technologies
* Experience working with automated systems management software and tools such as BigFix, Jamf Pro, etc.
* Experience working with IT service management systems such as ServiceNow

Minimum Qualifications
Education
Refer to Job Description

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

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