Endpoint Services Technician Intern

DIVISION: Endpoint Services

POSITION: Endpoint Services Technician Intern

SUPERVISOR: Assistant Director, EndPoint Services

SUMMARY  

Endpoint Services resides within Fordham IT’s Client Services (ITSC) unit. Reporting to the Assistant Director of Endpoint Services, the EndPoint Services Tech is one of a team of four responsible for the design, implementation, configuration, maintenance, management and performance of desktops, laptops and other devices and peripherals for faculty, staff, and guests across the Fordham community (Rose Hill and Lincoln Center campuses). This includes: providing appropriate and timely solutions to technical problems; serving as an escalation point for open tickets that cannot be resolved by Service Desk Level 1 and Level 2 techs; configuring and deploying equipment; testing web apps and device updates to ensure proper performance; identifying  points of failure, bottlenecks, pain points and areas for improvement; packaging, testing, and deploying current endpoint software; addressing patches and vulnerability risks; and working with departments across the University to better understand specific and unique equipment and software requirements. This is a “hands-on “position that requires the ability to work collaboratively with IT and non-IT users across University-wide as well as the ability to provide support in a professional, service- oriented manner. 

ESSENTIAL RESPONSIBILITIES

Endpoint Technical Management

• Troubleshoots and resolves incidents escalated by Level 1 and Level 2  service desk technicians;
• Addresses incidents remotely, at user’s location, or via equipment returns
• Performs hardware and software deployments, moves, adds, and changes
• Evaluates and validates new technologies, such as operating systems and critical system applications
• Participates in endpoint life-cycle management (design, build, test, deploy)

Service Desk Support

• Updates, documents incident tickets and actively monitor them to perform closure within SLA’s

Documentation and Analysis

• Performs root cause and impact analysis to investigate application issues and makes recommendations for potential solutions
• Collects data on applications, networks, data, and platforms for reporting and analysis

Collaborative Efforts and Project Work

• Work closely with acquisitions and procurement teams to adhere to an efficient computer asset management
• Participates in IT driven projects when needed, such as ServiceNow implementation
• Works closely with Acquisitions to manage computer assets when necessary
• Participates in departmental computer moves and/or changes when necessary

GENERAL RESPONSIBILITIES 

• Performs day-to-day functions such as monitoring incidents, scheduled tasks
• Responds and follows ups with user request/inquires
• Escalate incidents and service requests to the support teams as required and actively monitor to achieve completion of requests
• Additional duties may be assigned by team members and Assistant Director

 SUMMARY OF COMPETENCIES:

• Ability to grasp new concepts quickly and explain complex IT concepts in simple terms;
• Demonstrates a positive and professional attitude
• Strong organizational skills with the ability to prioritize and execute tasks in a high pressure environment
• Client service oriented with the ability to work effectively with technical and non-technical users
• Ability and willingness to take ownership of an issue from identification through resolution
• Ability to follow directives, policies and procedures;
• Ability to interact professionally with all members of the Fordham community;
• Ability to work independently;
• Strong problem-solving skills with the ability to diagnose issues and determine appropriate paths for resolution or escalation

 PREFERRED QUALIFICATIONS 

• Technical knowledge and experience installing, troubleshooting, and customizing Windows and Mac desktops and laptops
• Knowledge in Windows, Mac OS’s, MS Office, Office365 software applications
• Knowledge of network concepts ( TCP / IP /VLANs / Firewalls)
• Ability to carry over 30 lbs when necessary

COMPENSATION: $18.00 per hour

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