Endpoint Support Engineer

Endpoint Support Engineer

The BYU Office of Information Technology is looking to hire an Endpoint Support Engineer that is responsible for the full life cycle of desktops, laptops, and printers in both office and public areas at BYU. This position ensures high levels of customer service by coordinating day-to-day operations, supervising and training helpdesk employees, acting as the final escalation point for computer support issues in their assigned areas. This position will serve different areas as assigned and will initially work with the BYU School of Medicine.

As an Endpoint Support Engineer at BYU, you contribute directly to the BYU Mission by ensuring that student and employee computing needs are met. You will also have opportunity to influence and support campus-wide projects and initiatives.

Computer Support Management:

• Oversee computer support operations by training, managing staff and projects, and optimizing team performance metrics to ensure high-quality and efficient service.
• Coordinate with area leadership by communicating technology needs and aligning support strategies with departmental goals.

Endpoint Support:

• Troubleshoot and resolve computer and printer issues through the entire life cycle from procurement to surplus. This includes both Mac and Windows environments.
• Test major operating system and applications versions to ensure compatibility with department applications and workflows.
• Ensure department computer needs are met.

Security Management:

• Ensure compliance with campus standards related to vulnerability management, patching, end-of-life systems, and other endpoint security requirements.
• Develop and maintain user access controls and assign appropriate permissions across systems.

What Qualifies You for this Role:

Education and Experience:

This position provides an opportunity for people of varying levels of skill. If you have a lot of education, experience, and skill, we'll compensate you accordingly. If you are early in your career, this could be a great opportunity for you, too. Different levels of pay are assigned by the hiring department depending on experience/education/skills and business needs.

Early Career Professional (Level 53): Bachelor's degree or 4 years of a combination of education and IT experience. ($73,000-$95,000 approximate starting salary range)

Professional (Level 54T): Bachelor's degree and 2 years of IT experience, or an equivalent combination of relevant education and experience. Supervision experience preferred (full-time or part-time). ($88,000-$114,000 approximate starting salary range)

Skills, abilities, or knowledge:

You are not required to have experience in all areas listed below. We are seeking the most qualified candidates; the more you have, the more likely you will be selected. Compensation will be commensurate with experience and skills.

• Expertise in desktop deployment in an enterprise environment
• Advanced IT troubleshooting proficiency sufficient to resolve hardware, software, email, printing, and network problems
• Ability to handle incident management and escalation including evaluating competing priorities
• Ability to provide excellent customer service
• Management of technical employees

Approximate Starting Salary: Depends on qualifications; see approximate starting salary ranges for each level in the "Education and Experience" section above