Job Description

Primary Responsibilities

Endpoint Support, Software Deployment & Device Readiness

Support endpoint management services used to configure, deploy, patch, secure, and troubleshoot Mines-managed devices.
Build, test, deploy, and maintain application packages, operating system deployment content, software repositories, hardware driver packages, endpoint configuration baselines, and related support documentation.
Coordinate endpoint packaging, patching, deployment readiness, classroom and lab refresh support, and start-of-term preparation with the appropriate IT teams and campus stakeholders.
Support hardware lifecycle activities, including device refresh planning, replacement readiness, deployment coordination, and post-refresh issue resolution for faculty, staff, classroom, lab, and specialized computing environments.
Use endpoint management platforms such as Microsoft Endpoint Manager, Intune, MECM, Active Directory, Azure AD, Group Policy, Windows Autopilot, Jamf Pro, Apple School Manager, and related tools to configure, deploy, patch, and support managed devices.
Develop and maintain endpoint support automation using tools such as PowerShell, Bash, Python, API integrations, and other approved automation methods to improve support efficiency and consistency.
Apply approved endpoint security controls, compliance configurations, and secure configuration standards in coordination with Cybersecurity and infrastructure partners.
Monitor endpoint service health, software deployment success, device readiness, patch status, support trends, and related operational metrics that affect customer experience and service reliability.
Provide advanced troubleshooting, root cause analysis, and Tier 3 support for complex endpoint issues within the customer-facing support path.
Serve as an escalation point for endpoint-related incidents and coordinate with infrastructure engineers or external vendors when resolution requires platform-level changes.
Ensure endpoint services are delivered in a consistent, reliable, secure, documented, and supportable manner across physical, virtual, and cloud-based endpoint platforms.
Virtual Desktop Support & User Experience

Lead assigned technical work related to VDI support readiness, user experience improvements, troubleshooting workflows, and support process improvements.
Partner with infrastructure teams on VDI and virtual workspace services by supporting deployment readiness, operational procedures, service documentation, troubleshooting, and customer-facing support practices.
Maintain VDI support procedures, knowledge articles, configuration notes, known issue documentation, and escalation paths for IT support teams.
Monitor VDI service health indicators, user experience trends, incident patterns, and support metrics to identify issues that affect reliability, response quality, or customer experience.
Collaborate with departmental IT staff to support secure and reliable virtual desktop services.
Evaluate virtual workspace support impacts, test user-facing changes, and provide technical recommendations to improve supportability, documentation, and service readiness.
Consult with departments that use specialized virtual environments to understand support needs, document service expectations, and coordinate follow-up with the appropriate technical teams.
Provide Tier 3 support for VDI-related incidents and service disruptions within the customer-facing support path, coordinating with the appropriate infrastructure teams when platform-level changes are required.
Technical Workstream Coordination, Consultation & Service Improvement

Lead assigned technical workstreams related to endpoint support, VDI support, automation, software deployment, device lifecycle, and service improvement.
Coordinate technical tasks, implementation support, testing, documentation, stakeholder communications, and issue resolution for assigned endpoint service initiatives.
Provide technical guidance, knowledge transfer, and mentoring to Client Support Engineers, student employees, and other IT staff on endpoint-related support tools, processes, troubleshooting practices, and standards.
Serve as a subject matter expert for endpoint support practices, device configuration, endpoint automation, software packaging, VDI support, and customer-facing endpoint services.
Review endpoint and VDI support implementations and recommend improvements to reliability, security, supportability, operational consistency, documentation, and customer experience.
Research endpoint support practices, higher education technology trends, and emerging tools that could improve endpoint support, automation, virtual desktop support, or modern workplace services.
Conduct proof-of-concept testing, pilot support planning, or service readiness activities for approved endpoint-related tools, processes, and service improvements.
Identify opportunities to improve endpoint support reliability, security, efficiency, accessibility, documentation quality, and service experience.
Provide technical input, customer impact analysis, implementation considerations, and recommended options to inform endpoint and VDI-related decisions.
Create and maintain technical documentation, runbooks, support procedures, configuration references, deployment guides, service readiness materials, and knowledge articles.
Device Standards, Lifecycle & Procurement Support

Maintain device support standards, support models, configuration references, and lifecycle practices that align with approved IT direction and enterprise endpoint architecture.
Evaluate hardware, software, peripherals, and endpoint-related technologies for supportability, user experience, lifecycle impact, and operational fit.
Provide technical input for product evaluations, bid reviews, RFPs, and technology selection processes, including support requirements, deployment readiness, service impact, and lifecycle considerations.
Collaborate with vendors, IT staff, Procurement, and campus stakeholders to identify solutions that meet institutional needs, security requirements, support standards, and lifecycle expectations.
Contribute technical input on cost, support effort, deployment complexity, lifecycle sustainability, and total cost of ownership for endpoint-related hardware, software, and service options.
Recommend supportable hardware, software, and configuration options for faculty, staff, students, classrooms, labs, and specialized computing environments.