Senior IT Endpoint Support Specialist

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

Senior IT Endpoint Support Specialist

Job Profile Title

Information Technology Support Specialist Senior

Job Description Summary

ISC's HireIT Services team provides best-in-class IT service delivery in a matrix environment to clients across a diverse collection of campus organizations.

As a senior member of the Endpoint Services team, the Senior IT Support Specialist provides advanced endpoint administration, technical consulting, and end-user support for both macOS and Windows computing environments, with primary responsibility for the management and advancement of HireIT's Apple ecosystem. This position is responsible for the design, implementation, and ongoing management of endpoint services, including software deployment, operating system management, patching, security remediation, and device lifecycle management. While supporting a mixed-platform environment, the position serves as a lead technical resource for macOS management, leveraging Jamf Pro and related technologies to deliver secure, reliable, and scalable endpoint services.

The successful candidate will build strong client relationships, mentor junior staff, and help ensure secure, reliable, and well-managed endpoint computing services. Additionally, they should have Jamf 200 certification or equivalent demonstrated experience administering Jamf Pro in an enterprise environment. Occasional evening or weekend work may be required.

Job Description

Job Responsibilities:

Administer and support endpoint management services for Windows and macOS devices, including operating system upgrades, software deployment, patch management, security remediation, and compliance monitoring.

Provide advanced technical support and consulting for clients with varying levels of technical expertise.

Serve as an escalation point for complex endpoint, application, and device management issues while maintaining strong client relationships and delivering exemplary customer service.

Design, implement, and continuously improve endpoint management processes, standards, workflows, and automation.

Evaluate emerging technologies and recommend solutions that enhance endpoint security, manageability, and user experience.

Participate in initiatives, testing and projects undertaken by the Endpoint Team.

Manage endpoint lifecycle activities including imaging, provisioning, deployment, asset management, refresh programs, inventory reconciliation, and hardware replacement initiatives.

Create and maintain technical documentation, knowledge base articles, procedures, and client communications related to endpoint services.

Occasional coverage for evenings, weekends, and recognized University holidays may be required.

Other duties and responsibilities as assigned.

Qualifications:

Bachelor of Science and 2 to 3 years of experience or equivalent combination of education and experience is required.

Experience providing technical support for contemporary client operating systems (Macintosh and Windows) and productivity applications, preferably in an academic computing or professional services environment.

Experience using endpoint management systems (e.g., BigFix, Jamf, Intune).

Jamf 200 certification or equivalent demonstrated experience administering and scripting Jamf Pro in an enterprise environment.

Ability to thrive in a client-centric, technically-focused environment.

Ability to adapt to a changing and variable work experience.

Excellent interpersonal, oral and written communication skills with the ability to present technical materials clearly.

Organizational skills: the ability to create and keep deadlines, goal setting, and time management.

Ability to work with a wide variety of clients and colleagues, delivering exemplary technical support and mentorship.

Ability and commitment to maintaining the confidentiality of sensitive materials.

Experience configuring, deploying and supporting client systems in a highly managed environment.

Ability to both lead and work in support of others to produce best outcomes.

Proficient knowledge of currently supported Windows OS and macOS platforms.

Job Location - City, State

Philadelphia, Pennsylvania Information Systems & Computing (ISC) is the University of Pennsylvania’s central IT organization, providing the core network, data, voice, video, and enterprise application infrastructure and services upon which Penn’s numerous Schools and Centers build their unique tools and capabilities.

ISC’s 300-plus employees work closely with the University’s IT organizations in order to create, deliver and support products and services that help Schools and Centers operate efficiently and effectively. We strive to be easy to work with, and to serve as a trusted advisor to Penn’s IT community, faculty, staff and students in support of an environment of discovery and progress.

ISC’s focus on customer service and the high-quality, cost-effective, reliable implementation of modern IT solutions advances the mission of the University, as well as that of each individual School and Center. At Penn, technological freedom and departmental autonomy represent dearly held core values. ISC supports those ideas by providing foundational services and cogent counsel, empowering individuals and departments to employ their distinct strengths in support of their goals.

Learn more about us by visiting: https://www.isc.upenn.edu/about or www.linkedin.com/company/penn-information-systems-computing/

Department / School

Information Systems and Computing

Pay Range

$71,733.00 - $82,000.00 Annual Rate Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level. Internal organization and peer data at Penn are also considered.

Equal Opportunity Statement

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics) , citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law .

• Special Requirements
• Background checks may be required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits

Health, Life, and Flexible Spending Accounts : Penn