IST Client Support
Competition No. - S100345656
Posting Date - Jul 22, 2021
Closing Date - Aug 06, 2021
Position Type - Full Time - Operating Funded
Salary Range - $54,531 to $74,751 per year
Grade - 09
Hours - 35
This competition is an internal expression of interest opportunity as part of the Service Excellence Transformation initiative and is restricted to NASA salaried university employees (Regular and Auxiliary Salary) currently employed with the university or within a current notice period. Applicants must demonstrate that they have recent and relevant experience performing some or all of the duties sought through the advertisement they are expressing interest in. Please indicate your internal status using the "Advertisement" drop down menu when applying.
This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits. This posting will be used to hire 6 positions.
Reporting to the Team Lead of Endpoint Systems, Endpoint Systems Analysts are responsible for a range of support related to endpoint systems administration including managing up to date information regarding supported workstation fleet, managing endpoint security (Operating System and antivirus), intermediate domain administration tasks related to Endpoint Support, and ensuring endpoint hardware, software, and access are managed in accordance with documented standards through relevant tools.
The role also provides subject matter expertise for Information Services and Technology (IST) projects that span multiple teams and portfolios, and is responsible for ensuring solutions align with business requirements.
Endpoint Systems Analysts provide support and continuous service improvement to infrastructure that is leveraged in the operational administration and support of end user computing on campus. Functionally, Endpoint Systems Analysts empower the University community to accomplish their duties by providing and automating reliable, standard configurations devised to maximize productivity in the University technology environment.
Responsible for implementing, supporting, configuring, and automating centralized software distribution and system configuration, provisioning, and management tools (such as Microsoft Endpoint Configuration Manager [MECM, formerly SCCM], Citrix XenDesktop, Jamf, Munki).
Continually assess endpoint management systems to ensure they continue to meet the needs of the University and propose improvements or replacement as necessary.
Develop, implement, maintain and enforce the agreed standard policies and enrolment of client devices (e.g.: Windows, macOS, iOS, Android OS, etc) in device management platforms (e.g.: Desktop Authority, Intelligent Hub, Citrix XenDesktop, InTune, Jamf), including vendor integration through device enrollment programs (e.g.: Apple DEP).
Proactively research opportunities to improve service delivery, internal processes, client hardware and software environments, and campus IT infrastructure.
Manage and administer IST endpoint device tracking tools (e.g. Lansweeper, MECM) to ensure quantitative data and device profiles regarding over 19,000 supported endpoints can be articulated for decision making.
Responsible for planning, research, and execution of large device renewal projects and programs, in cooperation with IST teams, Team Leads, and key client stakeholders. Includes consultation for non-standard equipment such as storage arrays, scanning devices, and other specialty equipment.
Manage availability of software on management platforms and application storefront solutions, including software packaging, authorization of access (licensing, account provisioning, security group membership), and ensuring most up to date versions are available. This includes applications for Citrix XenDesktop.
Proactively provide recommendations on software replacement or upgrades to reduce technical debt/legacy applications; ensure solutions remain relevant to business needs. Includes maintaining a software roadmap / lifecycle for supported applications.
Create, maintain, and make available standard University of Alberta Windows and macOS images and/or configurations, as well as images for VDI (Virtual Desktop Infrastructure) platforms such as Citrix XenDesktop.
Proactively explore options to enhance, streamline, or otherwise improve the administration and management of printing services, e.g.: explore the feasibility of ‘cloud printing’, develop proposals to obtain leadership and management buy-in.
Support network printer vendors (e.g.: Xerox) and Endpoint Support with device replacements and moves through print service administrative and management support, such as with the migration of clients to new print queues, creating and replacement of print server queues, driver management, etc, for our fleet of nearly 1000 printers.
Build and manage template user profiles to ensure access to central and departmental domain environments is appropriately provisioned and the right levels of access are granted, and entitled software payloads are delivered.
Managing security groups or other group membership to ensure authorized individuals (including Endpoint Support Analysts) can access software or other services as authorized, including access to management systems such as MECM, InTune, Citrix XenDesktop, Mac Management, etc.
Actively maintain awareness of client site domain health and partner with IST System Administration team and client authorities to ensure optimal conditions are maintained.
Maintain and enforce security and privacy requirements applicable to endpoint tools and systems in accordance with UAPPOL (University of Alberta Policies and Procedures Online), directives of CISO (Chief Information Security Officer), and/or IST Security.
Manage knowledge base articles for Endpoint Systems including creating, updating, and if necessary, retiring knowledge base articles, guides, and other documents to ensure information is captured, accurate and relevant.
Function as a subject matter expert when partnering with other IST teams or participating in IST projects such as changes to service delivery, services, domain rationalizations, migrations, or upgrades. May also be responsible for planning such changes where scope is limited to the Service Excellence portfolio.
Automate solutions, and shift support capability closer to the end user: empower the campus community to solve their own problems, and reduce the burden on Endpoint Support Analysts.
Develop proficiency in present and future technologies and solutions such as workstation and laptop hardware, software, and management suites / practices / policies.
Bachelor’s degree in Computing Science or Engineering, 5+ years providing advanced end user support, and experience in a consultative role preferred. Equivalent combinations of education and experience may be considered.
Microsoft Computer Systems Engineer (MCSE) certification or equivalent experience.
Ability to think critically, leverage systems thinking, articulate context, and an appreciation for the user and customer experience.
Excellent verbal, presentation, and written communication skills.
Knowledge of operating systems (Windows, macOS). Experience with Linux is an asset.
Experience with Active Directory, Microsoft Endpoint Configuration Manager (MECM), VPN services.
Experience with Virtual Desktop Infrastructure (VDI) platforms such as Citrix XenDesktop.
Experience with Intune, Munki, Jamf, is considered an asset.
Experience remotely managing a large, technologically and vendor diverse environment of end user devices is an asset.
Proficient understanding of device encryption using tools such as Bitlocker, FileVault, etc.
The ability to understand and articulate context, and leverage systems thinking, when presenting arguments and proposals.
Deliver services professionally, collaboratively, and with a positive attitude in a team environment.
Experience managing and packaging applications, scripting, remote tools, etc, is an asset.
Experience in Enterprise Architecture is an asset.
Experience delivering presentations to business and IT leaders is an asset.
Experience architecting complex technical solutions is an asset.
Experience with User Experience and Software Development Life Cycle is an asset.
Experience with Google G-Suite and Office 365 is an asset.
Demonstrated analytical, diagnostic skills in IT.
How to Apply
Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.
We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.
The University of Alberta is committed to an equitable, diverse, and inclusive workforce. We welcome applications from all qualified persons. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression; and all those who may contribute to the further diversification of ideas and the University to apply.