Client Services Technician III – Endpoint Management Administrator

• Manage Intune endpoints and mobile device application support for all Windows devices.
• Provide technical expertise to manage classroom and lab environments including software.
• Create and maintain configuration policies, compliance policies, deployment profiles, and application packages in Microsoft Intune and PatchMyPC.
• Maintain asset management using Intune and inventory control using Assets in Jira for computers and mobile devices.
• Work with the Server Administration team and other departments on day-to-day computer management tasks; generating, resolving, and reporting imaging and software issues.
• Assist the Information Security team with virus and malware security measures and enhancements for strict system configuration.
• Contribute to ongoing team success and business processes for using Intune.
• Support Chapman University faculty, staff, and students by telephone, email, ticketing system, and in person.
• Generate reports and dashboards to inform internal and external users of computer performance and refresh dates.

Technical Support and Escalation

• Serves as the technical escalation point for Desktop Tier I and Tier II technicians.
• Deliver excellence in customer service in person, over the phone, via Microsoft Teams, and email.
• Troubleshoot and resolve escalation issues in accordance with SLAs.
• Recognize, identify, and report recurring application, service, and hardware issues.
• Create and update Desktop Support documentation for internal and external use.

Education/Skill improvement

• Acquire, update, and maintain certification(s) (e.g., Dell, Microsoft Endpoint Management, and Windows OS) or education related to service delivery.

• Bachelor’s degree in computer science or management information systems, or equivalent combination in education and experience.
• A minimum of 5 years in providing professional technical support, with proven ability to troubleshoot and fix complex and escalated technical problems.
• Strong skills and proven ability in the setup, configure and use Windows OS in an enterprise environment.
• Proven technical ability to navigate customer problem tracking and resolution processes
• Proven understanding of resource estimates and progress reports
• Ability to research problems and recommend solutions
• Ensure security of customer data and applications in all phases of production
• Proven ability to prioritize and perform duties in a timely manner
• A strong commitment to customer service and teamwork
• Strong organizational and problem-solving skills
• Ability to perform duties under general supervision and demonstrate initiative for assignments
• Excellent troubleshooting skills to analyze routine and complex technical problems, formulate, and communicate logical and sound conclusions and recommendations
• Ability to create and maintain documentation of related issues and resolutions.
• Demonstrate effective written and oral communications skills.
• Ability to use tact and diplomacy and maintain a high confidentiality level.
• Excellent interpersonal skills with a diverse group of individuals at all organizational levels.
• Excellent technical skills to learn, use and troubleshoot modern technologies.
• Ability to accept and implement changes to work procedures and polices
• Proven ability to adapt to innovative technologies.
• Working knowledge of supervisor theories and practices for creating and maintaining high-performing teams.

• Proficiency with current Microsoft operating systems, Microsoft Intune, Azure, and software application packaging.
• Desktop Computer specific (e.g., Dell, HP, A+) certification
• ITIL, Microsoft Intune, or Azure certification