Endpoint Management & Device Lifecycle

• Serve as the primary Tier 2 support resource for endpoint issues escalated from the Help Desk.
• Reimage, reset, and redeploy institutional devices using Microsoft Intune.
• Enroll devices into endpoint management systems and validate compliance with institutional security baselines.
• Apply and troubleshoot configuration profiles, security policies, software deployments, and updates using Microsoft Intune.
• Ensure devices adhere to institutional naming standards, encryption requirements, and compliance policies.

Campus Support

• Provide on-site technical support to assigned campus zones, departments, and units. Provide backup support to other areas as necessary to ensure end users receive critical support in alignment with ITS Service Level Agreement (SLA) framework.
• Act as a consistent point of contact for departmental technology needs beyond Tier 1 support.
• Assist with new employee device setups, device replacements, and role-based configuration changes.
• Coordinate device refreshes, redeployments, and offboarding transitions.

Collaboration & Escalation

• Collaborate closely with Systems and Networking teams, particularly during Intune deployment and modernization initiatives.
• Escalate hardware-related issues requiring physical repair to Hardware Services Engineers.
• Assist in identifying systemic issues related to endpoint performance, configuration, or policy enforcement.

Documentation & Process Adherence

• Document work, resolutions, and device actions within the ticketing system (e.g., TeamDynamix).
• Follow and contribute to institutional standards, SOPs, and endpoint management documentation.
• Support continuous improvement efforts related to endpoint workflows and Tier 2 processes.

Asset Management & Property Accounting Coordination

• Serve as the primary operational owner for institutional endpoint asset management within assigned campus zones.
• Coordinate with Property Accounting to ensure accurate tracking of institutional computing assets throughout their lifecycle, including:
  • New asset intake and tagging
  • Assignment to departments and end users
  • Transfers between users or units
  • Status changes (in service, M&R, in storage etc.)
• Ensure devices are properly inventoried in asset management systems and aligned with endpoint management records (e.g., Intune, TDX ticketing system).
• Validate asset information including serial numbers, device names, assigned users, and locations.
• Support annual and ad hoc physical inventory audits in collaboration with Property Accounting.
• Initiate and document asset M&R process, surplus, or disposal workflows in accordance with institutional policy.
• Maintain accurate asset documentation during onboarding, offboarding, device refreshes, and reassignments.