Endpoint Support Engineer

Engineering a world of possibilities

The Endpoint Support Engineer is an advanced technical support role within the Information Technology Department that helps ensure Mines-managed devices, software deployments, and virtual desktop services are reliable, secure, supportable, and ready for use across campus. The position supports endpoint computing services used by faculty, staff, students, classrooms, labs, and administrative units, with a focus on configuration, troubleshooting, documentation, deployment readiness, and continuous service improvement.

This role provides Tier 3 support for complex endpoint and VDI issues within the customer-facing support path, coordinates assigned technical work streams, and partners with infrastructure teams when resolution requires platform engineering, architecture changes, or system-level updates. The role also leads technical implementation activities, pilots, and service readiness efforts. Working with IT colleagues, faculty, staff, and campus stakeholders, the position helps translate endpoint and virtual workspace capabilities into consistent, well-documented, user-centered services that support teaching, learning, research, and administrative operations at Mines.

Visa sponsorship is not available for this position now nor in the future. This is an on-site role and a physical presence on campus in Golden, CO is required five days a week.

Endpoint Support, Software Deployment & Device Readiness

Support endpoint management services used to configure, deploy, patch, secure, and troubleshoot Mines-managed devices. Build, test, deploy, and maintain application packages, operating system deployment content, software repositories, hardware driver packages, endpoint configuration baselines, and related support documentation. Coordinate endpoint packaging, patching, deployment readiness, classroom and lab refresh support, and start-of-term preparation with the appropriate IT teams and campus stakeholders. Support hardware lifecycle activities, including device refresh planning, replacement readiness, deployment coordination, and post-refresh issue resolution for faculty, staff, classroom, lab, and specialized computing environments.

Use endpoint management platforms such as Microsoft Endpoint Manager, Intune, MECM, Active Directory, Azure AD, Group Policy, Windows Autopilot, Jamf Pro, Apple School Manager, and related tools to configure, deploy, patch, and support managed devices. Develop and maintain endpoint support automation using tools such as Power Shell, Bash, Python, API integrations, and other approved automation methods to improve support efficiency and consistency.

Apply approved endpoint security controls, compliance configurations, and secure configuration standards in coordination with Cybersecurity and infrastructure partners. Monitor endpoint service health, software deployment success, device readiness, patch status, support trends, and related operational metrics that affect customer experience and service reliability.

Provide advanced troubleshooting, root cause analysis, and Tier 3 support for complex endpoint issues within the customer-facing support path. Serve as an escalation point for endpoint-related incidents and coordinate with infrastructure engineers or external vendors when resolution requires platform-level changes. Ensure endpoint services are delivered in a consistent, reliable, secure, documented, and supportable manner across physical, virtual, and cloud-based endpoint platforms.

Lead assigned technical work related to VDI support readiness, user experience improvements, troubleshooting workflows, and support process improvements. Partner with infrastructure teams on VDI and virtual workspace services by supporting deployment readiness, operational procedures, service documentation, troubleshooting, and customer-facing support practices. Maintain VDI support procedures, knowledge articles, configuration notes, known issue documentation, and escalation paths for IT support teams. Monitor VDI service health indicators, user experience trends, incident patterns, and support metrics to identify issues that affect reliability, response quality, or customer experience.

Collaborate with departmental IT staff to support secure and reliable virtual desktop services. Evaluate virtual workspace support impacts, test user-facing changes, and provide technical recommendations to improve supportability,…