Overview:
The University of New Mexico Information Technologies seeks a Core IT Services Specialist for UNM IT Campus Outreach and Engagement to guide and participate in the technical operations of a new, cross-platform, centralized endpoint (device) management program at the University. The incumbent will serve as a technical lead for the device management operations team, responsible for Windows and macOS devices across all university colleges and departments.

The device management operations (tier 2) team is the new face of desktop support at the University and plays a key role in delivering smooth operations and a consistent user experience for device-related activities, following the standards and guidelines set out by the device management standards (tier 3) team.

Responsibilities:
Device Management Operations

• 
  Participate in the lifecycle of devices from procurement to disposal, including purchasing, provisioning, deployment, and decommissioning
• Plan, execute, and guide application deployment and installation, deploying applications efficiently and minimizing user disruption
• Participate and advise on the selection and implementation of computing hardware standards for the University
• Handle Windows device management operations (installing software, applying configurations, etc.) using SCCM Software
• Center, Intune Company Portal, and/or management of membership in AD or Azure AD groups
• Handle Apple macOS device management operations (installing software, applying configurations, etc.) using Jamf Self
• Service and/or management of membership in Jamf Smart or Static groups
• Manage VDI (Virtual Desktop Infrastructure) thin client hardware and configuration
• Minimize errors and improve the efficiency of device management operations
• Collaborate with procurement teams to acquire hardware efficiently
• Enforce and adhere to standards for workstations across all IT areas, including software standards, security configurations, and patch levels - promptly address any deviations and breaches
• Create, document, communicate, and maintain policies and procedures related to device management operations

Security and Compliance

• Enforce security standards, including endpoint security policies, addressing vulnerabilities, and applying necessary patches for remediation

Incident Response and Troubleshooting

• Respond quickly and effectively to assigned services requests and incidents submitted by consumers of the endpoint management service
• Serve as the escalation contact within the device management operations (tier 2) team
• Provide end user training/instruction and troubleshooting of issues related to device operation, connectivity, and performance

Collaboration:

• Establish and cultivate relationships with the device management standards (tier 3) team and consumers of the endpoint management service

Duties:

• Manage and provide tier 2 support for over 5,000 Windows devices and 2,000 macOS devices computing devices that support 50,000+ students, faculty, staff and affiliates university wide
• Serve as the escalation contact within the device management operations (tier 2) team, evaluating and exhausting all viable options prior to escalating to the device management standards (tier 3) team
• Provide guidance, mentoring, and assistance for lower-graded technical analysts and student employees within the device management operations (tier 2) team
• Support departments and services that are outside of the ITO model – i.e., Presidents Office, Provost Office, Lobo brainbar.
• Participate in audit compliance activities including but not limited to FERPA, HIPAA, PCI, GLBA and Export control
• Liaise with external vendors as needed to support device management operations, including researching and providing informed, data-driven recommendations on computing hardware standards
• Deploy and monitor cross-platform applications and configurations consistently and scalably in a complex endpoint computing environment
• Maintain professional and transparent communication channels within the device management operations (tier 2) team, the device management standards (tier 3) team, and consumers of the endpoint management service
• Manage assigned ITSM tickets and tasks effectively and ensure completion by their due dates with outstanding customer service. Handle escalations and prioritize critical issues in a fast-paced environment
• Ensure the clear and concise documentation of information and instructions on systems, services and processes
• Maintain and share currency of knowledge with respect to relevant technologies and systems

See the Position Description for additional information.

• Must pass a pre-employment criminal background check.
• May be required to pass post-offer, pre-employment physical examination and medical history check.

Bachelor's degree; at least 4 years of experience directly related to the duties and responsibilities specified.

Completed degree(s) from an accredited institution and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year-for-year basis.

Experience:

Proficient with:

• Microsoft Windows 10 and 11 and macOS Monterey, Ventura, and Sonoma
• common desktop applications, including but not limited to: Microsoft Office, Microsoft Edge, etc.
• Microsoft Active Directory, especially account and group management
• Microsoft Azure Active Directory (Entra), especially device and group management
• Windows File/Print Services
• self-service components of Microsoft Endpoint Manager: Intune -and- Configuration Manager (SCCM), and Jamf Pro
• cross-platform application packaging and deployment approaches and best practices
• Microsoft Autopilot provisioning and Apple automated device enrollment provisioning (DEP)

Preferred experience with:

• Dell and Apple hardware
• Microsoft 365
• ITSM tools

Only applications submitted through the official UNMJobs site will be accepted. If you are viewing this job advertisement on a 3rd party site, please visit UNMJobs to submit an application.

Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.

The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.

The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.