Operations and Endpoint Management Analyst

Operations and Endpoint Management (OEM) is a division of Information Technology Services that manages the services and operations used to manage workstations and servers for the University of Idaho. The Operations and Endpoint Management Analyst 1 is responsible for maintaining the infrastructure, processes and standards used for centralized desktop management on university computers, and to assist with routine server, storage, and related operational tasks when necessary.
The Operations and Endpoint Management Analyst 1 is responsible for securely packaging and patching operating systems and applications, managing centralized network-based application licenses, providing centralized print queue services, and providing centralized application and desktop virtualization. They will also be involved in performing audits and health checks to ensure ITS’ server and storage infrastructure is healthy.
The Operations and Endpoint Management Analyst 1 works closely with the technical staff across the university who utilize these services, providing them with guidance, training and support.

• Maintaining and operating centralized enterprise configuration management services
• Performing system administration for enterprise desktop and application management suites, including configuration, version maintenance, security, and access delegation
• Creating and maintaining operating system images and their deployment processes
• Creating and maintaining application deployment packages and processes
• Ensuring application packages and operating system images are kept up to date
• Identifying and discussing where improvements to image and package deployment processes can be made
• Working with university customers to understand their needs for application and operating system package, deployment, and management; designing, proposing, and delivering solutions that meet the customer’s needs
• Ensuring operating systems and applications work as expected through testing, troubleshooting, and problem tracking and documentation
• Writing technical documentation on the processes used to deploy operating systems and applications to university computers
• Training university technical staff on the use of desktop management services

• Assuring license and policy compliance of packaged and deployed software
• Working with faculty, staff, and students to understand and meet current needs and requirements
• Monitoring and reporting on the state of the virtual desktop and virtual application infrastructures, including usage trends, health, and availability

• Administering software and hardware based enterprise license management solutions
• Installing and maintaining network-based application licenses
• Troubleshooting and resolving application licensing issues

• Administering central print queue services for the university
• Installing, maintaining, and troubleshooting printer drivers for the central print services
• Installing, configuring, and managing print accounting software
• Monitoring and reporting on print queue service usage and health

• Applying knowledge and skills learned through professional information technology training to develop or improve services provided by the team
• Complying with university and ITS professional development training requirements

• Creating, enhancing, maintaining, and implementing server support systems, including audits and processes
• Developing, enhancing, maintaining, and implementing scripted processes
• Providing server systems support by answering questions, resolving problems, maintaining software & hardware systems, and implementing operational support for the Server Systems Team

• Carrying out special assignments and other duties as indicated by the Manager, Server Operations and Endpoint Management
• Maintaining an accurate and detailed work log in the ITS ticket tracker system for work requests
• Working with vendors and support personnel to resolve problems

• Associate’s Degree in Computer Technology (or a related field) with 2 years of relevant experience or 4 years of relevant experience
• Experience in customer service, demonstrating skills in listening/reading for understanding, professionalism, collaboration, advocacy, objectivity, diligence, and flexibility
• Experience working cooperatively and communicating effectively with management, colleagues, and end­users in a customer service driven environment
• Strong writing and documentation skills
• Programming or scripting skills, particularly with Windows PowerShell
• Excellent analytical and problem solving skills
• Demonstrated understanding of or professional experience with enterprise desktop and application management
• Knowledge of proper practices for working in a secure IT environment
• Must have a flexible and professional attitude towards working hours

• Bachelor’s degree in an Information Technology related field
• Experience working in a higher education environment
• Professional experience with desktop management including operating system deployment, application packaging and deployment, patch management and application virtualization
• Experience with installing, maintaining, and troubleshooting device drivers in modern operating systems, including current versions of Microsoft Windows and MacOS
• Professional experience with modern versions of Microsoft System Center Configuration Manager, Deploy Studio for MacOS, Windows Group Policy, or Citrix XenApp 
• Experience interacting with users and with vendor support to identify and resolve hardware, operating system, and application problems
• Experience working with computer troubleshooting applications and tools such as logs, performance metrics, packet capturing, etc.
• Experience working in a higher education institution
• Exposure to and willingness to work with both MacOS and Windows operating systems
• Demonstrated success working in a team environment and promoting the goals of the organization

• Ability to lift, carry, or otherwise move devices weighing up to 50 pounds
• Occasional work outside of business hours including weekends