Computer Support Technician

Please note: All postings close at 12 A.M. CST on the closing date. A-State participates in E-Verify.

Position Summary:

The Endpoint Management Technician provides Tier 2 technical support for institutional computing devices and serves as a primary field-based support resource for assigned campus zones. This role focuses on operating system support, endpoint configuration, security compliance, and device lifecycle management using modern endpoint management tools such as Microsoft Intune. The technician works closely with the Help Desk, Systems, and Networking teams to ensure devices are secure, compliant, and operational for faculty and staff. This role is governed by state and federal laws and institution policies.

Duties & Responsibilities:

Endpoint Management & Device Lifecycle

• Serve as the primary Tier 2 support resource for endpoint issues escalated from the Help Desk.
• Reimage, reset, and redeploy institutional devices using Microsoft Intune.
• Enroll devices into endpoint management systems and validate compliance with institutional security baselines.
• Apply and troubleshoot configuration profiles, security policies, software deployments, and updates using Microsoft Intune.
• Ensure devices adhere to institutional naming standards, encryption requirements, and compliance policies.

Campus Support

• Provide on-site technical support to assigned campus zones, departments, and units. Provide backup support to other areas as necessary to ensure end users receive critical support in alignment with ITS Service Level Agreement (SLA) framework.
• Act as a consistent point of contact for departmental technology needs beyond Tier 1 support.
• Assist with new employee device setups, device replacements, and role-based configuration changes.
• Coordinate device refreshes, redeployments, and offboarding transitions.

Collaboration & Escalation

• Collaborate closely with Systems and Networking teams, particularly during Intune deployment and modernization initiatives.
• Escalate hardware-related issues requiring physical repair to Hardware Services Engineers.
• Assist in identifying systemic issues related to endpoint performance, configuration, or policy enforcement.

Documentation & Process Adherence

• Document work, resolutions, and device actions within the ticketing system (e.g., TeamDynamix).
• Follow and contribute to institutional standards, SOPs, and endpoint management documentation.
• Support continuous improvement efforts related to endpoint workflows and Tier 2 processes.

Asset Management & Property Accounting Coordination

• Serve as the primary operational owner for institutional endpoint asset management within assigned campus zones.
• Coordinate with Property Accounting to ensure accurate tracking of institutional computing assets throughout their lifecycle, including:
  • New asset intake and tagging
  • Assignment to departments and end users
  • Transfers between users or units
  • Status changes (in service, M&R, in storage etc.)
• Ensure devices are properly inventoried in asset management systems and aligned with endpoint management records (e.g., Intune, TDX ticketing system).
• Validate asset information including serial numbers, device names, assigned users, and locations.
• Support annual and ad hoc physical inventory audits in collaboration with Property Accounting.
• Initiate and document asset M&R process, surplus, or disposal workflows in accordance with institutional policy.
• Maintain accurate asset documentation during onboarding, offboarding, device refreshes, and reassignments.

Knowledge/Skills/Abilities:

• Working knowledge of modern endpoint management platforms, with emphasis on Microsoft Intune for device enrollment, configuration, security enforcement, and lifecycle management.
• Strong understanding of Windows and macOS operating systems, including installation, configuration, troubleshooting, and user support in an enterprise environment.
• Knowledge of device lifecycle management, including provisioning, reassignment, refresh, and retirement of institutional assets.
• Ability to manage and reconcile endpoint asset records, ensuring alignment between Intune, asset management systems, and ticketing platforms.
• Understanding of identity and access concepts related to endpoint management (e.g., Azure AD / Entra ID device join, user assignment, role-based access).
• Familiarity with security and compliance controls for endpoints, including encryption, patching, antivirus/EDR integration, and compliance reporting.
• Ability to troubleshoot and resolve Tier 2 endpoint issues escalated from the Help Desk, including OS performance, application deployment, and policy enforcement issues.
• Skill in coordinating with cross-functional IT teams (Systems, Networking, Security) to resolve complex endpoint-related issues.
• Ability to provide on-site, zoned support to faculty and staff while maintaining consistent standards and processes.
• Proficiency in documenting work, device actions, and resolutions within an enterprise ticketing system.
• Ability to communicate technical concepts clearly to non-technical users and departmental stakeholders.
• Strong organizational skills with attention to detail, particularly in asset tracking, inventory validation, and audit support.
• Ability to prioritize and manage multiple tasks in a fast-paced support environment while adhering to established SLAs and standards.

General Days/Hours:

Monday - Friday
8:00 a.m. - 5:00 p.m.
Additional hours as requested and/or needed; Event support as requested.
Regular and reliable attendance.

Other:

Please note: all position postings close at 12:00 A.M. CST on the position closing date

Minimum Qualifications:

• The formal education equivalent of a high school diploma.
• Two (2) years of experience providing technical support for endpoint devices (Windows and/or macOS) in an enterprise or institutional environment, including operating system support, device configuration, or user support.
• Experience supporting or working with endpoint management, device deployment, or asset management processes.
• Ability to provide on-site technical support and interact effectively with faculty, staff, and departmental stakeholders.

• Completion of technical training in Information Technology, Computer Support, Computer Science, or a related field acquired from a vocational, military, or industrial setting, plus two (2) years of relevant experience in endpoint support, desktop support, or IT support roles.