[Hiring] End User Computing Administrator @American Public Education, Inc. (APEI)

Role Description

The End User Computing (EUC) Administrator supports and administers the endpoint technologies employees use every day. This role maintains secure, reliable, and compliant desktops, laptops, mobile devices, operating systems, and productivity tools; resolves escalated endpoint issues; and contributes to device lifecycle, patching, software delivery, and continuous service improvement.

• Administer and support Windows desktops and laptops, with support for macOS and mobile devices as required.
• Troubleshoot escalated hardware, software, operating system, connectivity, printing, and user access issues, coordinating with other teams when resolution extends beyond EUC.
• Manage endpoint configuration, provisioning, patching, compliance, and software distribution using Microsoft Intune and Microsoft Configuration Manager (MECM/SCCM) or comparable platforms.
• Support device enrollment, Autopilot or imaging processes, application packaging and deployment, and endpoint configuration standards.
• Build, configure, administer, and support virtual desktop infrastructure (VDI) environments, including desktop images, host pools, application delivery, user access, performance, capacity, and availability.
• Support endpoint-related identity and access services, including Microsoft Entra ID, Active Directory, Group Policy, and Microsoft 365.
• Maintain endpoint security controls, including encryption, antivirus or endpoint detection and response, configuration baselines, and compliance policies.
• Monitor endpoint health, investigate recurring incidents, identify root causes, and recommend practical improvements that increase reliability and user experience.
• Create and maintain technical documentation, knowledge articles, support procedures, and device standards.
• Partner with service desk, infrastructure, security, network, and application teams to resolve incidents, fulfill requests, and deliver projects.
• Participate in device refreshes, operating system upgrades, pilot activities, and other EUC lifecycle initiatives.
• Communicate clearly and professionally with employees, technical teams, vendors, and stakeholders; provide status updates and document work in the IT service management platform.
• Follow change, incident, problem, request, asset, and configuration management practices and contribute to continual service improvement.

Qualifications

• Three or more years of experience in desktop support, endpoint administration, endpoint engineering, or a related IT role.
• Hands-on experience supporting Windows endpoints in a managed enterprise environment.
• Working experience with Microsoft Intune and Microsoft Configuration Manager (MECM/SCCM), including endpoint configuration, software distribution, patching, reporting, and troubleshooting.
• Working knowledge of Microsoft Entra ID, Active Directory, Group Policy, Microsoft 365, and common networking concepts such as TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
• Experience with software deployment, patching, imaging or modern provisioning, endpoint security, and advanced endpoint troubleshooting.
• Hands-on experience building and managing VDI environments, such as Azure Virtual Desktop, Windows 365, Citrix, VMware Horizon, or a comparable platform.
• Ability to use endpoint data and service trends to identify recurring issues and recommend improvements.
• Strong customer service, prioritization, documentation, and problem-solving skills, with the ability to manage multiple assignments in a service-oriented environment.
• Clear written and verbal communication skills and the ability to explain technical information to both technical and nontechnical audiences.
• Experience with PowerShell or another scripting language for endpoint administration and task automation.
• Preferred: familiarity with macOS management, Apple Business Manager, mobile device management, Microsoft Defender, or comparable endpoint security tools.

Requirements

• Bachelor's degree in information technology, computer science, or a related field preferred; equivalent combination of education and relevant experience considered.
• Relevant Microsoft endpoint, desktop support, or IT service management certification preferred.

Competencies

• Collaborates: Builds and maintains effective partnerships with team members and stakeholders, working collaboratively to achieve shared goals and resolve challenges effectively.
• Communicates Effectively: Delivers clear, concise, and tailored communications through various modes (e.g., written, verbal, and visual) to meet the unique needs of diverse audiences.
• Customer Focus: Cultivates strong relationships with internal and external customers by actively listening to their needs and providing timely, customer-centric solutions.
• Demonstrates Self-Awareness: Regularly seeks and incorporates feedback from peers, leaders, and stakeholders to understand and address personal strengths and areas for growth.
• Ensures Accountability: Consistently meets deadlines and delivers on commitments, ensuring work quality and aligning with organizational standards.
• Innovation & Improvement: Encourages forward-thinking solutions, process improvements, and a culture of learning to enhance efficiency and team effectiveness.