Desktop and Mobile Computing Specialist

About University at Albany:
Established in 1844 and designated a University Center of the State University of New York in 1962, the University at Albany's broad mission of excellence in undergraduate and graduate education, research, and public service engages a diverse student body of more than 17,000 students in nine schools and colleges across three campuses.

Located in Albany, New York, New York State's capital, the University is convenient to Boston, New York City, and the Adirondacks.

Job Description:
Information Technology Services (ITS) at the University at Albany seeks applicants for a Desktop and Mobile Computing Specialist. The Specialist plays a critical role in supporting all University desktop and mobile computing endpoints (Windows, macOS, iOS, and Linux) with expertise in Apple operating systems. The successful candidate has the knowledge and skills to provide guidance and oversight for the enterprise management of university devices, with a particular focus on macOS and iOS devices. This is a unique opportunity for someone looking to grow their skills in a diverse, multidisciplinary environment in one of four University Centers in the State University of New York (SUNY) system.

The Specialist works on service and project teams in support of the University's research, teaching and learning, information security, and infrastructure services. They develop and rely on tools and processes for the enterprise management of all University workstations and devices, including the deployment of operating systems, applications, and patches, secure and reliable operations, and maintaining an accurate device inventory. As the ITS subject matter expert for Apple operating systems, they recommend standards, guidelines, and procedures to enhance and improve service delivery for the management of macOS and iOS devices on behalf of the campus community. ITS may further invest in this position by supporting professional development activities, such as earning certifications, to advance expertise in relevant areas.

Primary Responsibilities:
Specialist in Apple Operating Systems (macOS, iOS) and Endpoints

• Serve as ITS' subject matter expert in Apple operating systems and devices.
• Implement, operate, and maintain Apple OS and software distribution using appropriate enterprise management tools (i.e., Jamf).
• Employ best practices to automate the configuration and management of Apple endpoints and support MacOS across a range of versions.
• Develop and maintain tools and procedures to include and update all University-owned Apple devices in the asset inventory.
• Work with distributed IT units to promulgate and promote ITS' standardized enterprise tools, practices, and procedures for the management of Apple devices.

General Desktop and Mobile Computing Support 

• Contribute to the development, testing, documentation, and operationalization of workstation, mobile device, printer, and software deployment processes, procedures, and scripts.
• Proactively test new operating system versions and features, new device drivers, and new application versions and integrate changes into deployment processes to maintain currency.
• Use enterprise management tools and develop scripts to remotely configure, support, and maintain all University desktops, mobile devices, and printers.
• Work within service teams to resolve service desk incidents and service requests in accordance with ITS' service management and project management processes and workflows.
• Serve as a point of escalation for Field Support Specialists; deploying to the field, as needed.
• Develop and maintain both customer-facing knowledgebase articles and ITS-internal documentation, taking the lead on information related to Apple and Mac endpoints.
• Consider, develop, recommend, and implement operational work and service improvements.
• Stay abreast of industry practices and tools for enterprise management of endpoints.
• Manage and operate test environments for all service offerings; conduct field tests, as warranted.
• Ensure service level agreements and operational level agreements are followed consistently.

Application Administration and Configuration

• Install, administer, and configure server-based applications that enable enterprise management of desktop and mobile devices, printers, and software.

Additional Responsibilities

• Work on service and project teams associated with research, teaching & learning, information security, and infrastructure services.
• Be available to provide scheduled support and consultation outside normal business hours, including occasional evenings, holidays, or weekends, within reasonable professional obligation and expectation.

Requirements:
Minimum Qualifications:

• Bachelor's degree at time of hire from a college or university accredited by a U.S. Department of Education (DOE) or by an internationally recognized accrediting organization.
• 2 years' experience working maintaining and supporting Mac computers using Jamf and or similar enterprise management tool.
• Applicants must demonstrate an ability to develop inclusive and equitable relationships within our diverse campus community.
• Applicants must demonstrate an ability to support diversity, equity, access, inclusion, and belonging relative to their role.

Preferred Qualifications:

• Experience in Jamf Pro administration for macOS/iOS devices.
• Experience working in higher education.
• Apple Certification such as Apple Certified Support Professional (ACSP) or Apple Certified Mac Technician (ACMT).
• Jamf 300 and above Certification.
• Working knowledge of MECM.
• Experience writing technical and user documentation.
• Excellent communication and interpersonal skills including the ability to build relationships with individuals of diverse responsibilities and professional backgrounds while maintaining a strong focus on customer service.
• Demonstrated ability to be self-motivated, manage multiple priorities and tasks, and work independently and within a team structure.

Additional Information:
Professional Rank and Salary Grade: Lead Programmer/Analyst, SL3; $66,000-71,000.

Special Notes: Visa Sponsorship is not available for this position. This position has the potential for telecommuting up to 50%.

The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, or Clery Act, mandates that all Title IV institutions, without exception, prepare, publish and distribute an Annual Security Report. This report consists of two basic parts: disclosure of the University's crime statistics for the past three years; and disclosures regarding the University's current campus security policies. The University at Albany's Annual Security Report is available in portable document format [PDF] by clicking this link http://police.albany.edu/ASR.shtml

Pursuant to NYS Labor Law 194-A, no State entity, as defined by the Law, is permitted to rely on, orally or in writing seek, request, or require in any form, that an applicant for employment provide his or her current wage, or salary history as a condition to be interviewed, or as a condition of continuing to be considered for an offer of employment, until such time as the applicant is extended a conditional offer of employment with compensation, and for the purpose of verifying information, may such requests be made. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at info@goer.ny.gov.

THE UNIVERSITY AT ALBANY IS AN EO/AA/IRCA/ADA EMPLOYER

Please apply online via https://albany.interviewexchange.com/jobofferdetails.jsp?JOBID=174995

Application Instructions:
Applicants MUST submit the following documents:

• Resume
• Cover letter stating all the required minimum qualifications and any of the applicable preferred qualifications
• List of 3 professional references with e-mail addresses and telephone numbers

Note: After submitting your resume, the subsequent pages give you instructions for uploading additional documents (i.e. cover letter etc.).

A review of applications will begin on May 23, 2024, and the search will remain open until the position is filled.