Endpoint Technician

DUTIES AND RESPONSIBILITIES

• Must provide impeccable customer service, as they are the first contact between the end user and the Information Systems Department.
• Responsible for performing on-site analysis, diagnosis, and resolution of complex endpoint problems for end users, and recommend and implement corrective solutions.
• Install, configure, test, maintain, monitor and troubleshoot end user workstations and related hardware and software in order to deliver requires endpoint service levels.
• Assess the need for and implement performance upgrades (memory, hard drives, etc.) to endpoints including the replacement of a malfunctioning or older unit.
• Where required, administer and resolve issues with associated end user software installed on endpoints.
• Troubleshoot basic endpoint connectivity problems including but not limited to network adapters, patch cords, wall jacks, etc. before engaging a Network Engineer.
• Receive and respond to incoming calls, emails and trouble tickets regarding endpoint problems.
• Responsible for ordering equipment / computer supplies orders and maintaining adequate levels of inventory.
• May be required to perform maintenance oriented services on some systems (iSeries, phone systems, file servers, etc.) depending on experience level.
• Responsible for entering, updating and closing trouble tickets in the help desk system, including the documentation of steps taken to troubleshoot and resolve the issue.
• Must work closely with the Network Engineers to establish best practices and standard procedures related to network-attached endpoints.
• Responsible for updating the asset tracking system when equipment is purchased relocated or disposed of.
• Must be able to work with minimal supervision.
• Other duties as assigned/ required.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job related tasks other than those stated in this description.

REQUIRED SKILLS

• Ability to greet colleagues in a friendly and courteous manner.
• Proficient in Microsoft Office Suite or similar software.
• Basic understanding of office equipment.
• Ability to work independently and identify and solve problems.
• Ability to organize and prioritize work.

EDUCATION/QUALIFICATIONS

• High School degree or GED.
• Minimum of two (2) years of experience troubleshooting endpoint equipment including desktop computers, laptops, tablets, printers and smartphones.
• A certification is desired.
• Network certification is desired.
• Must have troubleshooting skills in order to diagnose and repair endpoints in a timely fashion.
• Experience with a Help Desk or ticketing system is desired.
• Working knowledge of Windows 10, Apple and Android endpoints is desired.