Core IT Svcs Splst - req# 29993 - University of New Mexico

Overview:
The UNM Information Technologies Enterprise Managed Systems and Services (EMSS) team is seeking a Core IT Services Specialist to lead all technical aspects of a new, cross-platform, centralized endpoint (device) management program at the University. The incumbent will serve as the technical lead for the device management team, responsible for Windows and macOS devices across all university colleges and departments.

This role requires a blend of technical expertise, leadership skills, and effective communication. You will play a pivotal role in shaping UNMs device management practices and enhancing overall efficiency.

Responsibilities:
Strategic Planning and Leadership

• Conduct research and analysis to identify key strategic opportunities related to device management. This involves understanding industry trends, emerging technologies, and organizational needs.
• Provide guidance and direction to the device management team, ensuring alignment with the overall IT strategy. This includes making informed decisions on technology adoption, process improvements, and resource allocation
• Interface with leadership and other IT professionals to advocate for the adoption of best practices and innovative solutions surrounding device management

Standardization and Policy Development

• Maintain standards for workstations, including defining software specifications, security configurations, and performance benchmarks
• Collaborate with stakeholders to implement and maintain policies related to device management. These policies cover areas like software deployment, patch management, and user access controls

Device Lifecycle Management

• Implement, improve, and oversee the touchless provisioning of new devices
• Ensure that devices remain up-to-date throughout their lifecycle by using automation tools (such as SCCM, Intune, and Jamf) to streamline patch management, application updates, and security enhancements

Service Efficiency and User Experience

• Adhere to standards and automate processes to improve the user experience such that users can expect faster response times, consistent settings, and seamless transitions between devices.
• Facilitate faster incident resolution by revising and improving standardized troubleshooting and support processes

Security and Risk Mitigation

• Regularly assess and address security risks associated with endpoints
• Plan, test, and roll out security patches promptly to mitigate vulnerabilities.
• Ensure that updates (including OS updates and application patches) are installed regularly and efficiently without disrupting user productivity

Collaboration and Communication

• Serve as the "go-to person" for technical device management questions across all university departments
• Work closely with other IT teams, vendors, and stakeholders

Duties:

• Provide support for computing devices that support 50,000+ students, faculty, staff and affiliates university wide
• Meet audit compliance including but not limited to FERPA, HIPAA, PCI, GLBA and Export control
• Provide central management and support for over 5,000 Windows devices and 2,000 macOS devices
• Package, test, and deploy cross-platform applications and configurations consistently and scalably in a complex endpoint computing environment
• Provide technical assistance for other specialists and lower-graded systems analysts on the team on a variety of projects with direct and positive impact to user experience and security at UNM
• Rollout integrated information systems solutions to meet university device management requirements
• Support, monitor, troubleshoot the endpoint management teams systems and services
• Manage ITSM tickets and tasks effectively and complete them by their due dates while providing outstanding customer service
• Develop and execute scripts and scheduled jobs on systems for automation of complex technical tasks
• Clearly and concisely document information and instructions for device management systems, services, and processes
• Troubleshoot and resolve hardware, software, connectivity and security problems
• Maintain currency of knowledge with respect to relevant technologies and systems

See the Position Description for additional information.

• Must pass a pre-employment criminal background check.
• May be required to pass post-offer, pre-employment physical examination and medical history check.

Bachelor's degree; at least 4 years of experience directly related to the duties and responsibilities specified.

Completed degree(s) from an accredited institution and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year-for-year basis.

Experience:

Proficient with:

• Microsoft Windows 10 and 11
  -OR-
• macOS Monterey, Ventura, and Sonoma
  -OR- (preferred)
• Both
• common desktop applications, including but not limited to: Microsoft Office, Microsoft Edge, etc.
• Microsoft Active Directory, including Group Policy
• Microsoft Azure Active Directory (Entra)
• Windows File/Print Services
• Microsoft Endpoint Manager: Intune -and- Configuration Manager (SCCM)
  -OR-
• Proficient in Jamf Pro
  -OR- (preferred)
  Both
• cross-platform application packaging and deployment approaches and best practices
• Microsoft Autopilot provisioning
  -OR-
• Apple automated device enrollment provisioning (DEP)
  -OR- (preferred)
• Both
  

Preferred experience with:

• Apple School Manager (or Apple Business Manager) and Apple VPP (Volume Purchase Program)
• integrating device procurement and provisioning
• Azure Universal Print
• Microsoft 365
• PowerShell and/or Bash scripting
• ITSM tools

Only applications submitted throughthe official UNMJobs site will be accepted. If you are viewing this jobadvertisement on a 3rd party site, pleasevisit UNMJobs to submit an application.

Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.

The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.

The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.