Technician, Endpoint

Job Summary/Overview

The Endpoint Technician focuses on all end user computing devices, systems and office automation solutions. It requires an individual to be able to communicate effectively in both technical and non-technical situations, enjoy working with end users and participating in a team environment. The Endpoint Technician will manage and support all computing Endpoints including but not limited to personal computers, mobile devices, communication and conference tools and printers, as well as manage and support software running and utilized on all computing Endpoints. This position will report directly to the Director, Technical Infrastructure and will support the enterprise globally.

Essential Duties and Responsibilities

• Responds to inquiries and requests for assistance with the global organization's computer systems or PC's in person or remotely.
• Monitors incoming requests from the service desk ticketing system. Prioritizes, assigns, resolves, and escalates tickets as needed.
• Identifies problems, troubleshoots and provides advice to assist users.
• Coordinates with Global IS team to resolve problems as needed.
• Develops, establishes and documents personal computer standards and standard image configurations.
• Initiates new ideas to simplify, enhance and improve procedures, processes, techniques for their position and the department.
• Provides all levels of support, hardware and software, for personal computers, printers, scanners, mobile devices, wireless access points, and other technologies.
• Maintains and track software licenses, media inventories and hardware for desktop and laptop personal computers.
• Installs, upgrades and maintains desktop and laptop hardware and software.
• Assists with Local Area and Wide Area Network support and troubleshooting as needed.
• Document procedures and processes in areas of responsibility and as requested by management.
• Performs training as needed within department and to end users.
• Develops and maintain training materials, service desk knowledge articles, standard work procedures and documentation.
• Performs computer hardware and software order processing.
• Performs special projects and other related duties as assigned.

Knowledge, Skills, Competencies, and Abilities

• Has the ability to work both independently and in a team environment together with peers and system users.
• Must have extensive knowledge of personal computers, software and hardware, (e.g. Windows 10, Microsoft Office products).

Required Qualifications

• Associate degree in Information Technology, Services or related field is preferred.
• 1+ year of technical support experience, or combination of education and experience.