Endpoint Support Technician II

The Endpoint Support Technician provides support to users of desktop computers, laptop computers, tablets, mobile communication devices, printers, and office equipment. Support may be on location or remote. Activities include provisioning, installation / set up, troubleshooting, providing basic training, technical guidance, and client support on usage of all equipment. Responds to requests for meeting room support including audio / visual equipment, remote access ability, and telephony. Responds to calls regarding system outages, troubleshooting, and resolving users' issues who are on location or working remotely. Strives to meet or exceed Service Level Agreements (SLAs).
Key Responsibilities
Hardware/Software Support

• Performs support, troubleshooting, and resolves hardware and software issues for desktops, laptops, tablets, mobile phones, peripheral devices, and audio-visual equipment.
• Performs research and develops solutions for hardware and software issues.
• Provides basic user training on company-provided IT equipment.
• Carries out hardware asset life-cycle management, including maintaining records of physical assets.
• Provides recommendations to leadership on individual device upgrades or break-fix replacements.
• Performs preventative maintenance on all electronic devices and peripheral equipment.

Incident Management

• Responds to service requests regarding end-user computing devices as they arrive in the designated queue.
• Recommends solutions, resolves problems associated with incidents, and updates notes, as necessary.
• Updates tickets and provides team members with regular progress updates.
• Thoughtfully escalates issues to the appropriate teams.
• Understands and adheres to established SLAs.

Customer Service

• Exhibits excellent verbal and written communication skills.
• Ability to work effectively in a team environment.
• Easily adjusts to changing priorities or projects.
• Maintains a calm, professional tone when consulting with team members.
• Delivers an awesome team member experience.

Minimum Requirements:

• High School Diploma/GED and 3 years' experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience; or 5 years' experience in a related field
• Working experience supporting end-user computing devices
• Working experience troubleshooting Windows 11 and Mac operating systems
• Working experience troubleshooting mobile operating systems (iOS and Android)
• Working experience working with a ticket management/service desk system
• Working experience in an ITIL-based environment
• Working experience as a participant in a change management process
• Strong Microsoft Office support experience
• Must exhibit excellent customer service skills
• Technical certifications such as CompTIA A+, Microsoft Certification (MCP, MCDST, or other)
• Apple Certified Support Professional (ACSP)
• Working experience in audio-visual collaboration technologies
• Working experience with Service Now

Preferred Experience:

• Working experience with Active Directory
• Working experience with Microsoft Endpoint Manager
• Working experience with Exchange Admin Center
• Working experience with home wireless to corporate network technologies

USD 26.06 - 39.13 per hour
Compensation:
Hourly base pay rate is $26.06 - $39.13/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.