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Endpoint Infrastructure Engineer, Mid Level or Senior Level Engineer

Requisition Number:

41510

Location:

Boulder, Colorado

Employment Type:

University Staff

Schedule:

Full-Time

Posting Close Date:

15-Aug-2022

Date Posted:

02-Aug-2022

Job Summary

The Office of Information Technology (OIT) encourages applications for an Endpoint Infrastructure Engineer at the mid-level or senior level! We may fill this position at either the mid-level or a senior level. This position manages and supports endpoint infrastructure tools and associated user-facing services. These tools and services include desktop and application virtualization, software and operating system deployment, end-user file storage solutions, secure large file sharing, data encryption, remote customer support tools, as well as guiding developers through important application development processes. This role is primarily responsible for working with and supporting the lead engineer responsible for services provided by the Endpoint Management Services team. This position provides technical oversight and analysis in support of the services. This team also develops new applications, scripts and procedures that allow departmental support of clients to be more efficient. Creating new automation around the core business service is vital for this team to maintain efficiency as it adopts new technology and direction for the campus. This position functions as a core expert, providing guidance to technical staff and management.
Responsibilities Span Multiple Services Specific to Endpoint Technologies:
  • Endpoint Management Tools: Assisting the Sr. Endpoint Infrastructure Engineer in ensuring the ongoing development, operations, delivery, support and continuous improvement of the endpoint management tool services;
  • End-User Storage: Assisting the Sr. Endpoint Infrastructure Engineer in ensuring the ongoing development, operations, delivery, support and continuous improvement of end-user storage services;
  • Endpoint Support Tools: Assisting the Sr. Endpoint Infrastructure Engineer in ensuring the ongoing development, operations, delivery, support and continuous improvement of the endpoint support tool services.

The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.

Who We Are

Vision:
  • OIT will be valued by campus as a strategic, inclusive and innovative partner in advancing learning and discovery in order to enable CU Boulder to be a premier public university.
Mission:
  • OIT enables campus priorities by providing high-value IT services and solutions. 
Values: 
  • Trust, as a foundation for how we engage with one another and with campus partners, along with 
  • Avid curiosity in how to better support the campus and our stakeholder’s while 
  • Fostering empowerment and authentic engagement among ourselves and 
  • Celebrating inclusivity that promotes a sense of belonging while acknowledging that each person is unique and valued. 
Strategy: 
  • OIT will advance learning and discovery by delivering high-value reliable IT services and solutions that:
    • Provide a fluid and adaptable academic and student experience 
    • Enable research competitiveness and 
    • Deliver core infrastructure and enterprise IT services for business effectiveness.
Based on our departmental goals and our commitment to diversity and inclusive excellence, OIT particularly welcomes applications from candidates whose knowledge, skills, and abilities, and desire to contribute to an inclusive campus environment, will help us achieve our vision of a diverse and inclusive community.

What Your Key Responsibilities Will Be

Service Application Administration
This position has the technical expertise in their products or services to support applications for the campus community. This includes acting as a resource for others in the support organization and providing crucial information regarding their area of expertise to others. Working with the Sr. Endpoint Infrastructure Engineer, define and create standards for applications and infrastructure. Leverage network and desktop security mechanisms to ensure the protection of sensitive data between clients and servers. Maintain and update the application (where applicable) and monitor and apply applicable security patches. Document the server/application management procedures by writing narratives, specifications, performance guidelines and other documents as needed to provide for development and support of the server systems. Develop and create automation to reduce the amount of manual work needed to manage the infrastructure. Knowledge and understanding may only be second to the Senior Endpoint Infrastructure Engineer supporting a specific product.
Specific duties include:
  • Every day this position provides assistance and, in some cases, direction to others within the support organization in figuring out how to handle support calls associated with the position’s area of expertise. Areas include UCB Files, OneDrive, Google Drive, Symantec Desktop Encryption, Defender for Endpoint, Jamf Pro, Configuration Manager, Azure Security Center, Intune, Autopilot and Azure Virtual Desktop.
  • This position makes decisions regarding when service issues are intensified within support services and how those customer concerns are handled.
  • This position makes recommendations for how others in Desktop Support roles handle support calls prior to their advancement.
  • This position decides and provides documentation to the others in the Desktop Support organization vital to solving calls prior to advancement.
  • When this position receives issues, they determine how those issues should proceed through the support model and make those directions known to others inside the support organization.
  • When others inside the support organization need to advance cases, this position determines what information needs to be conveyed in the partner concern and the timeliness of the issue being advanced.
  • This position provides documentation, training, and direction to others in the support organization to better help those organizations solving problems and resolution of issues prior to their advancement.
Technical Design
This position serves as a resource and advanced path for IT staff on campus. Applies industry standard methodologies, theories, principles, and IT standards to assist others in developing appropriate technical plans. Discusses information technology products, techniques, and trends with other experts in the field to collect information relevant to other duties of this position. The mid-level engineer assists the Sr. Endpoint Infrastructure Engineer with design of services. Helps departments or individuals understand technologies offered by Endpoint Management Services that may fit their business needs, budgetary constraints, and legal or policy requirements. Recommendations usually have a specific orientation to demonstrate services or products provided by OIT or other official campus resources.
Specific duties include:
  • Provide technical opinions and analyses to supervisor and senior engineers for specific projects related to endpoint services.
  • Evaluate business needs of supported users to recommend or discourage the usage of technologies not normally part of the standardized endpoint.
  • Help supervisor and Sr. Endpoint Infrastructure Engineer by vetting possible technology plans and procedures through guidance, insights, or available relevant techniques for their consideration prior to finalized decisions.
  • Collaborate with IT departments to ensure they are using the proper services and technologies in the best possible manner.
  • Discuss specific technology implementations with non-OIT technology staff, such as other IT managers in various campus departments.
  • Assist the Sr. Endpoint Infrastructure Engineer with managing project rollouts and large deployments of systems, providing oversight and decision making for desktop support technicians and other IT staff.
Staff Technical Assistance and Development
Position is available for assisting IT staff in technical development. Staff frequently ask for advice or insight into issues and problems they may be facing. They regularly recognize and rely on this position’s technical expertise to provide assistance and instruction regarding applicable standards, principles, techniques, and the proper application of information technology.
Specific duties include:
  • Give tutorials on key campus technologies to staff such as how to use the System Center or Jamf Pro.
  • Provide specific nuanced clarifications to staff, as needed, on how standard technology (like Active Directory) has been modified to meet specific university needs.
  • Determine other staff members’ skill level or understanding of a particular technology to formulate an answer that can be readily understood by the recipient.
  • Use good active listening skills and clarifying questions to determine the true nature of the issue or problem that the staff member may be facing.
  • Either procure, create, or suggest educational material or documentation that is both appropriate to the problem and the skill level of the individual being assisted.
  • Refer questions and inquiries, as appropriate, to management or the Sr. Endpoint Infrastructure Engineer if issues require supervisory or senior level approval.
Customer Service & Infrastructure Support & Escalations
  • This position usually assists in large scope projects such as entire department upgrades or sophisticated problem solving like migrating from departmental administration to OIT administration. Requires expert problem solving and the ability to determine the optimal problem resolution. Perform testing and interpret results to ensure problems are fully resolved. The position may consult with the Sr. Endpoint Infrastructure Engineer. Requires consulting with an understanding the customer’s problems and/or needs. Communicate the problem resolution to the IT professional, so they can understand what they experienced and what work was done.
Specific duties include:
  • Position solves problems that may or may not follow established patterns. Use professional experience to provide diagnostic steps. Position will research other relevant information resources such as manuals, Internet web sites, and vendor technical support services. Position must evaluate research for relevance to problem and choose appropriate solution.
  • Work with IT professionals to determine which option or course of action may work best for them to accomplish a set goal.
  • Use superior customer service skills to handle difficult, upset, or stressed clients.

What You Should Know

  • This position is in a remote work situation. Hybrid or on-site work modalities are available if interested.
  • All University of Colorado Boulder employees are required to comply with the campus COVID-19 vaccine requirement. 
    • New employees must provide proof of vaccination or receive a medical or religious exemption within 30 days of employment.

What We Can Offer

  • For Mid Level Engineer, $73,000 - 78,000. For this level, we require:
    • Bachelor’s Degree from an accredited higher education institution OR relevant work experience may be substitute on a year for year basis for the Bachelor’s degree.
    • 1+ years of experience working in an IT support or functional IT area.
    • Experience with Microsoft and Mac operating systems.
    • Experience with MECM and JAMF.
  • For Senior Level Engineer, $82,000 - 85,000. For this level, we require: 
    • Bachelor’s Degree from an accredited higher education institution OR relevant work experience may be substitute on a year for year basis for the Bachelor’s degree.
    • 3+ years of experience working in an IT support or functional IT area.
    • Experience with Microsoft and Mac operating systems.
    • Experience with MECM.

Benefits

The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder.

Be Statements

Be dynamic. Be flexible. Be Boulder.

What We Require

  • Bachelor’s Degree from an accredited higher education institution OR relevant work experience may be substitute on a year for year basis for the Bachelor’s degree.
  • 1+ years of experience working in an IT support or functional IT area.
  • Experience with Microsoft and Mac operating systems.
  • Experience with MECM and JAMF.

What You Will Need

  • Microsoft System Center Expertise and/or Jamf Pro Expertise.
  • Sophisticated Microsoft Active Directory Group Policy Management Expertise.

What We Would Like You To Have

  • For Mid Level, 3 years of experience working in an IT support or functional IT area. 
  • For Senior Level, 5 years of experience working in an IT support or functional IT area.
  • Experience securing and hardening endpoints.
  • Experience with relational databases.
  • Experience using scripting and/or programming languages like PowerShell, Python, Visual Basic, C# Programming.
  • Experience packaging and deploying software for Mac and Windows endpoints.
  • Experience using ServiceNow.
  • Experience with Azure Virtual Desktop or other Virtualization Technologies.

Special Instructions

To apply, please submit the following materials: 
  1. A current resume. 
  2. A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.
We may request references at a later time.

Please apply by August 15, 2022 for consideration.

Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs.

Posting Contact Information

Posting Contact Name: Boulder Campus Human Resources

Posting Contact Email: Recruiting@colorado.edu