Endpoint Management Support Engineer

Position: Endpoint Management Support Engineer

Location: Albany or Troy, NY Candidate must be comfortable being onsite for the contract portion. Hybrid will be offered later.

Duration: 6 month contract to hire.

POSITION SUMMARY:
The Endpoint Management Support Engineer will collaborate with team members to provide advanced technical support and expertise, serves as an escalation point that focuses on complex issues, and contributes to the overall endpoint management strategy. You will also be responsible for developing and implementing endpoint management strategies and solutions within the environment, primarily leveraging Microsoft Intune for endpoint management. This includes tasks such as analyzing and troubleshooting complex endpoint issues, implementing security solutions for endpoints, and leveraging expertise in endpoint management tools and technologies, such as Microsoft 365 and Intune.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Troubleshooting and Issue Resolution - Diagnosing and resolving technical problems related to endpoints, including hardware, software, and network connectivity.
Endpoint Management - Managing and maintaining endpoint systems using tools like Microsoft MECM, MDM solutions (Jamf, Intune, etc.).
Software Deployment and Configuration - Ensuring proper installation and configuration of software on endpoints, including applications and operating systems.
Security and Compliance - Implementing and maintaining security policies and configurations on endpoints to ensure compliance with organizational standards and regulatory requirements.
Documentation and Reporting - Creating and maintaining documentation related to endpoint management processes and procedures, as well as generating reports on endpoint status and performance.
Collaboration - Working with other IT professionals, such as architects, security administrators, and other workload administrators, to implement and maintain the organization's IT strategy.
Automation Designing and implementing automation solutions to improve the efficiency of endpoint management processes.
Inventory/Asset Management - Maintaining accurate records of endpoint devices and their associated hardware and software.
Manage Helpdesk Tickets Utilize internal ticketing system to track, priorities, and resolve user support requests.
After-Hours Support - Team members will periodically be required to provide technical assistance outside of standard business hours, including evenings and weekends.
Travel Team members will periodically be required to travel to different office locations to provide hands-on technical support for issues that cannot be resolved remotely.

KNOWLEDGE, SKILLS, and ABILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the qualifications, knowledge, skills, and/or abilities required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
Knowledge & Application: Complete knowledge and full understanding of area of specialization, principles and practices within a professional discipline. Assesses unusual circumstances and uses sophisticated analytical and problem solving techniques to identify cause. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. This job is the fully qualified, experienced professional, journey-level position.
Complexity & Problem Solving: Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgment, and interpretation to select right course of action. Work is done independently and is reviewed at critical points.
Collaboration & Interaction: Enhances relationships and networks with senior internal/external partners who are not familiar with the subject matter often requiring persuasion. Adapts style to differing audiences and often advises others on difficult matters.
Microsoft Intune Expertise Strong understanding of endpoint management technologies, including Microsoft Intune, Windows Autopilot, and other relevant tools.
Operating System Knowledge - Familiarity with various operating systems, particularly Microsoft Windows, Mac OS, Android, iOS, and their interaction with Intune.
Microsoft Entra ID Knowledge Ability to manage users and groups, conditional access, identity protection, as well as a strong understanding of IAM concepts like RBAC, PIM, SSO, and identity federation.
Security Knowledge - Understanding endpoint security principles, including access control, encryption, and threat detection.
Troubleshooting Skills - Ability to diagnose and resolve technical issues related to hardware, software, and network connectivity.
Communication Skills- Excellent verbal and written communication skills to effectively interact with end users and other teams within the organization.
Focus on Customer Service A strong customer service mindset and ability to work closely with end users.
Documentation/Analytical Skills- Strong documentation and critical thinking skills.
Soft Skills Understands mission, brand mindsets, and core values and can put the behaviors into practice.

PREFERRED/DESIRED QUALIFICATIONS:
Scripting Knowledge of scripting languages like Microsoft PowerShell, and Microsoft Graph API can be beneficial in automating tasks and troubleshooting issues with end-user devices and Microsoft Intune.

EDUCATION and/or EXPERIENCE:
Minimum of a bachelor's degree in a professional specialty or similar discipline and a minimum of 4 years of IT support, desktop and endpoint administration, application management or related fields. An equivalent combination of advanced education, training, and experience will be considered.

CERTIFICATIONS:
Microsoft Certified: Fundamentals, Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft 365 Certified: Administrator Expert are preferred.