Endpoint Management Analyst

This position is governed by the APA Collective Bargaining Agreement. Working Hours: 37.5 Hours Salary Range : $76,000 - $86,000, annually, commensurate with qualifications and experience. GENERAL STATEMENT OF DUTIES: The Endpoint Management Analyst is responsible for the administration, management, deployment, and support of MassArt's endpoint technology environment, with primary responsibility for Apple devices and macOS. Provides advanced technical and desktop support, endpoint management, software deployment, troubleshooting, security, and lifecycle services across Mac and Windows environments. Serves as a technical resource for client services, collaborating with IT teams, vendors, and campus partners to deliver reliable, secure, and effective technology services that support academic and administrative operations. SUPERVISION RECEIVED: Assistant Director of Service Operations DUTIES AND RESPONSIBILITIES: Endpoint Management & Deployment - Endpoint Management: Manages the institution's Mac endpoint environment, including configuration, deployment, management, security, and user experience across academic and administrative environments. - Apple Technologies: Serves as the Subject Matter Expert (SME) for Apple technologies and provides Tier 3 backup and escalation support for Windows PCs and related desktop infrastructure. - Endpoint Platforms: Administers endpoint management platform for Apple products (such as Jamf Pro and Apple School Manager) and supports identity integration and endpoint management across other Windows and Chrome OS platforms (such as Intune, KACE, SCCM etc). - Software Deployment: Maintains automated software distribution (such as Munki) and patching infrastructure, and assists with software licensing and application deployment for Mac and Windows environments. Technical Support & Troubleshooting - Advanced Support: Provides advanced technical support for endpoints, devices, software, networks, VPN, and enterprise systems. - Troubleshooting: Troubleshoots and resolve endpoint connectivity, performance, and reliability issues, including recurring or widespread problems. - Client Services: Responds to and resolves Incidents, problems, changes and service requests in accordance with departmental policies and service standards, providing high-quality customer support. - Print Services: Collaborate with Print Services and vendors to support enterprise print management, multifunction copiers, and large-format printing infrastructure. Security, Software & Service Management - Endpoint Security: Support endpoint security and backup services, including endpoint protection applications and backup and recovery, to help protect endpoints and users and ensure reliable data recovery. - Software & OS Lifecycle: Partner with Academic Technology, studio managers, and other stakeholders to coordinate software licensing, application deployments, macOS upgrades, and compatibility testing. - Updates& Compatibility: Plan software and operating system updates around academic schedules and institutional needs, proactively addressing compatibility, performance, and version-related issues. - Vendor & Service Management: Collaborate with technology vendors to troubleshoot issues, improve endpoint services, and maintain documentation for ongoing support and operations. - Strategic Planning: Contribute to endpoint service planning and strategic initiatives, helping evaluate technology needs and identify opportunities for service improvements. Additional Responsibilities - Campus Collaboration: Works with IT teams, Academic Technology, studio managers, vendors, and other campus partners to support reliable and effective endpoint services. - Project Management: May lead, coordinate, or participate in cross-functional projects, providing technical expertise and supporting planning, implementation, integration, testing, and successful project outcomes. - Supervision: Provide functional supervision to contractors and student employees engaged in endpoint support, as needed. - Additional Duties: Perform additional duties as assigned by the supervisor or Deputy Chief Information Technology Officer. Requirements: Required Qualifications: - Bachelor's Degree or equivalent of education and directly related experience. - Minimum of 3 years of experience supporting and managing enterprise endpoint management systems in a professional environment. - Demonstrated experience administering and supporting Apple/macOS devices in an enterprise or institutional environment. - Experience with software deployment, deployment, patch management, operating system upgrades, and endpoint lifecycle management. - Excellent communication, organizational, and problem-solving skills. - Strong knowledge of macOS troubleshooting, configuration, security, and application compatibility. - Demonstrated ability to diagnose and resolve complex, recurring, or widespread technical issues and serve as an escalation resource. - Strong customer service, communication, documentation, organizational, and problem-solving skills. - Experience with Google Workspace, Active Directory, Azure/ Entra ID and Office 365 - Prior experience with service desk software. Preferred Qualifications: - Familiarity with Information Technology Services Management (ITSM) and Information Technology Infrastructure Library (ITIL) - Experience managing Jamf Pro - Experience supporting technology in higher education. - Experience leading or coordinating technical projects involving implementation, integration, testing, and deployment. - Relevant professional certifications in Apple technologies, endpoint management, device management, or related areas. Additional Information: Please note MassArt: - Does not support employment-based visa sponsorship or non-student exchange visitor visa sponsorship. - Is not an E-Verify institution. Selected candidates must be eligible to work in the US at the time of employment, complete all onboarding tasks including a Criminal Offender Record Information (CORI) and Sex Offender Registry Information (SORI) background review and provide proof of eligibility to work in the US by completing the Form 19, Immigration Reform and Control Act of 1986. You are required to show proof of your identity and employment eligibility within three (3) days of the start of your employment. You will not be authorized to work in any capacity until all paperwork has been completed. For a list of all acceptable documents please click here. Comprehensive Benefits (does not apply to contractor/student positions): When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Please click here to view MassArt Benefits. Application Instructions: Please provide a resume and cover letter.