The Endpoint Services Analyst I supports the university’s endpoint environment by deploying and maintaining software, applying configuration policies, and assisting with modern device management solutions. The role helps manage Windows, macOS, and mobile devices through centralized MDM/UEM platforms, supports automated provisioning and update workflows, monitors device compliance and security posture, and provides technical assistance for escalated endpoint issues. This position contributes to ongoing modernization efforts that improve reliability, security, and user experience across the university’s computing environment.

The Endpoint Services Analyst II supports and advances the university’s endpoint environment by independently deploying, configuring, and maintaining software, configuration policies, and modern device management solutions. This role manages Windows, macOS, and mobile devices through centralized MDM/UEM platforms, supports and improves automated provisioning and update workflows, and monitors device compliance and security posture with minimal oversight. The Endpoint Services Analyst II serves as an escalation point for complex endpoint issues, provides guidance and technical support to Endpoint Services Analyst I staff, and contributes to the design and implementation of modernization initiatives that enhance reliability, security, and user experience across the university’s computing environment.

FGCU is building a culture of curiosity, commitment and collaboration. We value employees who successfully work with others and drive positive change through critical thinking and decisive action. If you thrive in an environment of innovation, accountability and mutual respect, you will find a good home here.

Job Description

Typical duties for Endpoint Services Analyst Level I include but are not limited to:

• Supports the configuration, deployment, and day-to-day operation of enterprise endpoint management tools (MDM/UEM) used for managing Windows, macOS, and mobile devices
• Assists with device provisioning workflows including modern provisioning methods (e.g., automated enrollment, Autopilot-style onboarding, or similar tools).
• Implements and maintains endpoint security and configuration policies as directed by senior engineers or the Endpoint Deployment Manager.
• Performs software deployments, updates, and application packaging tasks using centralized management tools.
• Monitors endpoint compliance, health, and update status, escalating issues as needed.
• Assists with documenting procedures, configuration standards, and troubleshooting steps to support consistent operations.
• Coordinates basic testing of application deployments and endpoint changes with functional and academic departments.
• Provides Level-2 support for endpoint-related issues escalated from IT User Support Specialists.
• Maintains accurate inventory records for endpoints, peripherals, and assigned software licenses.
• Tracks work in the IT ticketing system, ensuring timely updates and clear communication with end users.
• Participates in routine review and improvement of endpoint processes, recommending enhancements when appropriate.
• Supports cross-training efforts within the Endpoint Deployment Team and collaborates with other ITS staff as needed.

Typical duties for Endpoint Services Analyst Level II include but are not limited to:

• Independently configures, deploys, and supports the day-to-day operation of enterprise endpoint management tools (MDM/UEM) used to manage Windows, macOS, and mobile devices.
• Manages and improves device provisioning workflows, including modern provisioning methods (e.g., automated enrollment, Autopilot-style onboarding, or similar tools), and assists with troubleshooting and optimization of these processes.
• Implements, maintains, and refines endpoint security and configuration policies, exercising judgment in alignment with established standards and collaborating with senior engineers or the Endpoint Deployment Manager on more complex changes.
• Performs and oversees software deployments, updates, and application packaging using centralized management tools, ensuring reliability and minimal impact to end users.
• Proactively monitors endpoint compliance, health, and update status; investigates and resolves issues independently when possible, escalating systemic or high-risk concerns as appropriate.
• Develops and maintains documentation for procedures, configuration standards, and troubleshooting, and reviews contributions from Endpoint Systems Engineer I staff for accuracy and consistency.
• Coordinates and leads testing of application deployments and endpoint changes with functional and academic departments, validating outcomes and addressing issues prior to broad release.
• Serves as an escalation point for complex endpoint-related issues and provides guidance and mentorship to Endpoint Systems Engineer I staff.
• Maintains accurate inventory records for endpoints, peripherals, and assigned software licenses, and assists with reconciliation and audit activities as needed.
• Tracks and manages work in the IT ticketing system, ensuring clear documentation, timely updates, and effective communication with end users and stakeholders.
• Actively contributes to the ongoing review and improvement of endpoint processes, identifying trends and recommending enhancements to improve efficiency, security, and user experience.

Other Duties:

• Performs other job-related duties as assigned.

Additional Job Description

Required Qualifications for Endpoint Services Analyst Level I:

• This position requires four years of directly related full-time experience or, as an alternative, a Bachelor's degree in Computer Science or related field.
• Any appropriate combination of relevant education, experience, and/or certifications may be considered.

Required Qualifications for Endpoint Services Analyst Level II:

• This position requires either six years of directly related full-time experience or, as an alternative, a Bachelor's degree in Computer Science or related field and two years of full-time experience directly related to the job functions.
• Professional full-time experience with enterprise systems and applications and current versions of Windows Server/Linux or other enterprise services.
• Experience with large enterprise computing environments that include multiple site locations.
• Any appropriate combination of relevant education, experience, and/or certifications may be considered.

Knowledge, Skills & Abilities:

• Proven ability to think strategically and approach challenges with creativity
• Demonstrated track record of reliability, meeting goals, and holding oneself accountable
• Strong interpersonal skills and experience working effectively across teams
• Knowledge of basic networking concepts (e.g. Systems, Protocols, Directory Services).
• Knowledge and proficiency with relevant business systems, operating systems, and servers.
• Knowledge of and ability to administer cloud based applications (Saas).
• Skill in light programming, project management of small initiatives, and troubleshooting.
• Skill in managing servers and storage hardware.
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Advanced verbal and written communication skills and the ability to present effectively to small and large groups.
• Ability to collaborate and work effectively within the community and willing to contribute to a team effort.
• Ability to work independently and follow through on assignments.
• Ability to provide professional customer service.

Institutional Values & Behavioral Expectations:

In this role, the successful candidate will be expected to:

• Seek out new approaches to improve outcomes; remain open to feedback and new ideas.
• Lead with integrity; consistently produce high-quality work; persevere to overcome obstacles to meet deadlines and achieve deliverables.
• Share information and insights thoughtfully; build partnerships across departments; communicate respectfully; support colleagues to achieve common goals.

Endpoint Services Analyst Level I - Pay Grade 17

Endpoint Services Analyst Level II- Pay Grade 18

Applicants will be evaluated for roles as either Endpoint Services Analyst I or Endpoint Services Analyst II based on their qualifications.

FGCU is a State University System of Florida member and an Equal Opportunity and Equal Access employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or protected veteran status.