Sr IT Support Analyst - Endpoint Solutions

Position Information

Functional Title Sr IT Support Analyst - Endpoint Solutions Recruitment Category Type Standard Functional Category Information Technology Grade IT.13 FLSA Status Non-Exempt Requisition Number 26-0191 Number of Vacancies 1 Job Level Non-Management Job Code N/A Job Description Summary The Sr IT Support Analyst - Endpoint Solutions will play a pivotal role in ensuring that our organization's end users have access to reliable, efficient, and secure technology solutions. You will collaborate closely with various teams to support end users, troubleshoot issues, deploy hardware and software, and contribute to the overall improvement of our IT infrastructure. Acts as the Subject Matter Expert (SME) for endpoint solutions, mentoring and guiding technical teams.

This role is multifaceted, encompassing application packaging, SCCM & Intune administration, and serving as a technical escalation point for other end-user support groups. The ideal candidate will have a strong background in application packaging, with expertise in SCCM deployment and management, and troubleshooting complex end-user issues.

The ideal candidate will also have some technical responsibility for selected projects aimed at improving end-user experience, whilst reducing operational costs.

Organization Name IT Infrastructure Services Reports to Division Manager, IT Customer Support Ops Full or Part Time Full Time If Part Time how many hours per week Regular or Temporary Regular Position End Date (if temporary) Work Schedule 8:00am - 5:00pm Monday to Friday (Hybrid Telework 2 days a week)

Must be available, as required, to work as needed on a 24-hour on-call basis, odd and irregular hours and various shifts

Position Location Laurel

Position Summary Information

General Summary This is a non-merit system, long-term contract position. This opportunity is open to current WSSC Water employees only.

The Sr IT Support Analyst - Endpoint Solutions will play a pivotal role in ensuring that our organization's end users have access to reliable, efficient, and secure technology solutions. You will collaborate closely with various teams to support end users, troubleshoot issues, deploy hardware and software, and contribute to the overall improvement of our IT infrastructure. Acts as the Subject Matter Expert (SME) for endpoint solutions, mentoring and guiding technical teams.

This role is multifaceted, encompassing application packaging, SCCM & Intune administration, and serving as a technical escalation point for other end-user support groups.

Essential Functions

• Provide highest level end-user technical computing break/fix support to users through troubleshooting, tracking, resolving, and reporting progress and resolution of problems as it related to endpoint
• Primarily responsible for all endpoint and vulnerability management
• Research, evaluate, implement, and oversee device management technologies and make recommendations for implementation
• Management of MECM (Microsoft Endpoint Configuration Manager) and Intune environments
• Design, implement, and manage endpoint security solutions, including antivirus software, firewalls, and intrusion detection/prevention systems
• Provide comprehensive support and troubleshooting for Windows Autopilot and enrollment processes, responding to escalated service desk requests with advanced technical solutions
• Stay up to date on the latest endpoint management and security trends/developments
• Troubleshoot, track, resolve, and report progress and resolution of problems in IT's end user technical environment
• Provide level 3 technical support to users
• Provide end-user service request fulfillment for installations, moves, adds, and changes for the end-user technical environment
• Develop automation scripts using PowerShell and Bash to streamline system administration tasks and improve efficiency
• Collaborate with Engineering and Security teams to establish security baselines and ensure device compliance with organizational standards
• Support IT asset management process
• Coach and mentor less experienced staff

Other Functions

• Oversees the activities of IT Support team members to ensure they deliver excellent customer service and provide customer guidance
• Mentor, train, and groom junior IT Support services team member
• Develop work plans and timelines to meet project goals
• Deliver high-level IT support both on-site and at remote location
• Performs other duties as assigned

Work Environment And Physical Demands

• Work is performed in a normal office environment

Required Knowledge, Skills, And Abilities

• Assist in the configuration and management of our endpoint management platform(s) (WS1, Intune, SCCM)
• Develop and manage hardened policies for Operating Systems and Browsers
• Have ownership of endpoint hardware and lifecycle management of drivers and BIOS
• Have oversight for OS patching and patch compliance reporting
• Train level 1 & 2 support staff to troubleshoot common issues
• Create monitoring of overall health and performance of endpoints
• Manage vendor relationships and hold them to contractual agreements
• Ensure compliance with security policies and procedures
• Manage risks and issues related to endpoints
• Strong analytical and organizational skills
• Expert knowledge in packaging, testing, deployment, and issue remediation for both Windows and macOS devices, with solid scripting skills in PowerShell and Bash
• Strong understanding of Azure Active Directory and its integration with endpoint management systems
• Proven ability to diagnose and resolve complex endpoint device issues, with comfort in working with APIs

Minimum Education, Experience Requirements

• Bachelor's degree;
• 4 years' service desk support experience that includes:
• Full-service service desk support (i.e. PC & peripherals, software applications)
• IT Asset Management support
• Experience using an application such as Remedy Service Desk, ServiceNow, Intune, MDT, Change Management or Asset Management.

OR

• High School diploma or equivalent;
• 8 years' service desk support experience that includes:
• Full-service service desk support (i.e. PC & peripherals, software applications)
• IT Asset Management support
• Experience using an application such as Remedy Service Desk, ServiceNow, Intune, MDT, Change Management or Asset Management.

Additional Requirements

• Completion of the WSSC Water Financial Disclosure statement within 30 days of employment and annually thereafter
• Must be available, as required, to work as needed on a 24-hour on-call basis, odd and irregular hours and various shifts

Preferences

• Professional certifications such as Microsoft Certified: Enterprise Administrator Expert, Microsoft 365 Certified: Messaging Administrator Associate, or similar.
• Experience with cloud technologies such as Azure, AWS, or Google Cloud.
• Experience with endpoint security solutions and technologies.
• Related certifications such as ITIL, MCITP, CCNA, Network +, MCP, MCSE

Salary $86,891 - $147,950

Posting Detail Information

EEO Statement AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

It is the policy of the Commission to select new employees and to promote current employees without regard to race, sexual orientation, sex, religion, national origin, marital status, or handicap. The Commission does not discriminate against qualified individuals with a disability and will make reasonable accommodation for any disability that does not result in undue hardship for the Commission.

Close Date 04/10/2026 Open Until Filled No Special Instructions to Applicants NOTE: This opportunity is open to current WSSC Water employees only.

Additional Information All applicants selected will be subject to drug screening and a background check/verification.