Endpoint Support Technician III

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What you will be doing

Summary:

Under the general direction of the Regional Manager of Endpoint Services, the Endpoint Support Technician III provides supplemental Endpoint support for associate- facing technologies that are managed by the EITS Endpoint Teams. These technologies include personal computing platforms (desktop, laptops, tablets, thin client etc.), and their associated software, VPN tokens, mobile devices, and conference room technologies (projectors, flat-screens, conference phones, etc.). Secondary responsibility would be to work with the Infrastructure Tower leads and management team on proof-of-concept pilots and support for other emerging technologies.

• Provide support for desktop, laptop, tablet, thin client, mobile devices, conference room technologies, and any associated peripherals and components such a thin clients, printers, fax machines, and other end-user technologies
• Perform advanced nth level assessment and resolution on problems, working with manufacturers/vendors as needed
• Coordinate problem resolution among a variety of functional areas and provides subject matter expertise support for diagnosing and resolving problem
• Provide guidance to other team members
• Designs and deploys EndPoint Support Processes
• Partner with network and systems administration teams to ensure efficient operation of the desktop computing environment
• May participate in R&D efforts
• Plans and schedules the installation and deployment projects.
• Leads the planning, building, upgrading, and maintenance of endpoint support projects
• Diagnose, identify, isolate and analyze problems based on information presented by end users
• Resolve technical problems and answer questions by phone as necessary in support of end-user infrastructure technologies
• Provide highly complex maintenance and support for endpoint devices
• Lead multiple projects/work initiatives/tasks concurrently
• Alert management to recurring problems and patterns of problems that may be widespread or affecting our associates
• Route calls to Infrastructure Tower Leads, external vendors, and the Management Team as required
• Provides recommendations for end user technology based on historical problem solving and experience
• Participates in the setup and support of Proof of Concept (POC) initiatives and emerging technologies that are introduced into the environment
• Interacts regularly with other technology teams as well as external vendors for the purpose of maintaining product and system knowledge
• Performs related duties as assigned

• Requires broad training in fields such Computer Science, IT Management, or MSIS generally obtained through completion of a four year bachelor's degree program or equivalent combination of experience and education; normally requires at least five (5) years directly related and progressively responsible experience with overall information technologies
• 5 or more years of advanced experience working with computer technology in a business environment
• Desktop, laptop, tablet, thin client and mobile device hardware fundamentals
• Strong analytical, conceptual and problem solving skills to evaluate business problems and apply knowledge to identify appropriate solutions
• Ability to recognize & identify network and server access problems for end users
• Ability to troubleshoot and resolve issues with WAN, LAN, VPN, etc. for local and remote access events
• Troubleshoot and resolve issues with voice communications (i.e., PBX telephone) and voice mail systems, when possible from the Help Desk
• Comprehensive computer skills; Microsoft Office Software, Windows platforms, Apple iOS, Windows 7, 8, 8.1, Macintosh OS X, VM Ware, VM Fusion, Active Directory, GPO and other company and application-specific software
• Ability to communicate effectively both orally and in writing
• Ability to communicate with associates, including executive-level associates and their administrative assistants
• Strong teamwork and interpersonal skills