Endpoint Systems Analyst

Eastern Mennonite University; Harrisonburg (VA); On-site; USD 47,000 - 51,000; Full time

Job summary

Eastern Mennonite University (EMU) is seeking an Endpoint Systems Analyst to support campus workstation operations and user services. You will help determine suitable software, troubleshoot hardware/software failures, and diagnose network-related issues impacting endpoints and servers.

The role requires coordinating hardware repairs, upgrading devices on a five-year cycle, encrypting laptops, and liaising with Dell/Apple support. Prior higher education IT experience is preferred.

Qualifications

• Ability to troubleshoot complex information and resolve problems.
• Strong communication and interpersonal skills.
• Experience supporting Windows and Mac hardware.
• Experience in a higher education environment preferred.

Responsibilities

• Coordinates repair of Windows and Mac hardware issues promptly.
• Upgrades Windows and Mac hardware on a five-year cycle.
• Provides faculty and staff with the appropriate hardware needed to perform their jobs.
• Keeps documentation up to date.
• Ensures Windows and Mac laptops are encrypted.
• Works with Dell and Apple support to resolve hardware issues in a timely manner.
• Corresponds with users to diagnose and repair hardware failures.
• Ensure service is performed as needed.
• Ensure that copiers are replaced and set up as needed.
• Ensure copiers and printers are optimized for efficiency.
• Ensure that employees have adequate computer resources.
• Ensure that computers are recycled appropriately.
• Ensure that the Northlawn depot is tidy.
• Ensure that equipment is utilized as long as possible.
• Ensure that all EMU equipment is labeled and entered into IT Assets.
• Ensure that the asset database is correct.
• Resolve walk-in customers' questions and issues.
• Answer helpdesk phone calls within four rings.
• Ensure service level agreement targets are met.
• Helpdesk work orders are prioritized appropriately.
• Provide backup support to Endpoint team members.
• Participate in Endpoint team meetings.
• Perform additional duties as assigned.

Skills

Troubleshooting

Communication

Teamwork

Time management

Tools

Windows

Microsoft Office

Google

Job description

Employment Type: Exempt, 12 month (1.0 FTE), Full-Time Staff

Salary Range: $23.00 - $23.00

Job Summary:

The Endpoint Systems Analyst works closely with other User Services personnel on the IT staff to assure a high level of user satisfaction with all aspects of workstation operation and support across campus. The Analyst will assist in determining suitable software to meet user requirements, troubleshoot software and hardware failures, and identify network problems when they relate to servers, endpoints, platforms, or related peripheral equipment.

Duties/Responsibilities:

• Coordinates repair of Windows and Mac hardware issues promptly.
• Upgrades Windows and Mac hardware on a five-year cycle.
• Provides faculty and staff with the appropriate hardware needed to perform their jobs.
• Keeps documentation up to date.
• Ensures Windows and Mac laptops are encrypted.
• Works with Dell and Apple support to resolve hardware issues in a timely manner.
• Corresponds with users to diagnose and repair hardware failures.
• Ensure service is performed as needed.
• Ensure that copiers are replaced and set up as needed.
• Ensure copiers and printers are optimized for efficiency.
• Ensure that employees have adequate computer resources.
• Ensure that computers are recycled appropriately.
• Ensure that the Northlawn depot is tidy.
• Ensure that equipment is utilized as long as possible.
• Ensure that all EMU equipment is labeled and entered into IT Assets.
• Ensure that the asset database is correct.
• Resolve walk-in customers' questions and issues.
• Answer helpdesk phone calls within four rings.
• Ensure service level agreement targets are met.
• Helpdesk work orders are prioritized appropriately.
• Provide backup support to Endpoint team members.
• Participate in Endpoint team meetings.
• Perform additional duties as assigned.

Required Skills/Abilities:

• Ability to comprehend complex information in order to troubleshoot and resolve problems.
• Ability to set goals, prioritize, and organize job tasks and workload in order to meet deadlines, ability to complete work in a timely manner, and communicate progress routinely with the Associate Director of User Services.
• Interpersonal skills for assisting faculty, staff, students, and other visitors of varying technical proficiency.
• Ability to use a PC and software such as Windows, Microsoft Office, and Google.
• Ability to operate commonly used office equipment such as a copy machine, fax, phone, etc.
• Ability to communicate effectively in writing and verbally with a wide variety of constituents.
• Ability to collaborate and work with team members.
• Ability to work hours outside of the normal work schedule, including weekends and evening hours.

Education and Experience:

Experience in a higher education environment is preferred.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit and use hands and fingers, to handle, or feel. The employee is occasionally required to stand, walk, and climb or balance. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision. The employee must occasionally travel to meetings and conferences off campus, which may include some overnight travel.

Supervisory Responsibilities:

None

Why Work at EMU?

At Eastern Mennonite University, we offer a comprehensive and competitive benefits package designed to invest in your health, financial security, and future. Eligible full-time employees enjoy robust medical, dental, and vision insurance with an employer-supported Health Savings Account (HSA), as well as employer-paid life, short-term, and long-term disability plans. We support your long-term goals with a 403(b) retirement plan featuring a generous employer match, alongside invaluable work-life balance perks including paid time off and vacation time, paid holidays, a confidential Employee Assistance Program, and a generous tuition remission benefit. Come join a campus community focused on academic excellence, peace and justice and active faith.

Eastern Mennonite University (http://www.emu.edu) is a private, faith-based, liberal arts university in Harrisonburg, Virginia known for academic excellence and affordability with a focus on service, social justice, and global engagement. With more than 1500 students studying at our main campus in Harrisonburg, Virginia; at our Lancaster, Pennsylvania instructional site; and online, EMU offers rigorous academic study at the undergraduate and graduate level.

EMU is committed to an inclusive and equitable campus community where everyone is treated with dignity and respect and can be their authentic self. Our goal is to remove the barriers that underrepresented and marginalized groups have frequently encountered in our society. We commit to address the structures that produce discrimination, racial injustice, gender inequities and other forms of oppression, and to fully include LGBTQ+ individuals, people with disabilities, and other members of historically minoritized communities.

EMU encourages students, faculty and staff to live their faith and values through service to others, peacemaking, cross-cultural engagement and sustainability. As an Equal Opportunity Employer, EMU is committed to enhancing our community and encourages applications from qualified individuals with varied backgrounds, experiences, and ideas who would deepen the diversity of the University.