Endpoint Technician

About the Role

The Endpoint Technician supports Interstate's systems, services, and productivity tools utilized by Team Members while maintaining an exceptional end-user experience. This role will also perform analysis and find solutions to business or technical problems.

Responsibilities

• Provide level-one technical support for all desktop applications and endpoint hardware using investigation techniques and analytical insight to resolve issues.
• Maintain and support video conferencing equipment to ensure working order.
• Build and configure user machines.
• Support Smartphones and mobile devices.
• Proactively monitor endpoint devices and systems to identify and resolve issues before they impact end-users.
• Assist with troubleshooting issues/problems by identifying root causes and implementing effective solutions.
• Work with limited information from clients to determine and diagnose the underlying problem.
• Log support activities in the ticketing system with detailed notes for tracking and future reference.
• Utilize training documentation and other resources to pinpoint and address the core issue.
• Perform system analysis and identify solutions to technical problems.
• Evaluate various solutions independently and recommend a course of action.
• Properly resolve assigned tickets or escalate to the appropriate support teams within the established service level agreements.
• Prepare and maintain documentation on problem resolutions, procedures, etc.
• Identify trends and patterns in reoccurring issues to reduce the number of tickets, analyzing them to provide recommendations for improvements.
• Implement procedural and process enhancements.
• Ensure endpoint devices comply with company security policies.
• Provide production support activities for assigned systems.
• Develop and communicate project/task estimates and project work plans.
• Coordinate with third-party vendors to ensure prompt and quality service delivery.
• Update and retain inventory hardware and accessories.

Qualifications

• College degree in computer-related field or equivalent experience.
• Minimum 2 years experience in technical customer service.
• Minimum 2 years experience in information processing.
• Experience troubleshooting various operating systems.
• Proficient in various desktop applications and endpoint hardware with a strong ability to learn new technology quickly.
• Ability to assess, analyze, and resolve technical issues quickly.
• Strong analytical and problem-solving skills coupled with the ability to think logically and practically.
• Effective listening, comprehending, and verbal and written communication skills to communicate promptly to individuals and to understand and address their needs.
• Willingness to adapt quickly to evolving technologies and business needs.
• Strong organizational skills with the ability to manage multiple priorities and deadlines under direct supervision.
• Highly self-motivated and independent.
• Ability to consider different possibilities and make independent decisions based on experience to resolve issues effectively.

Work Environment

• Ability to sustain posture in a seated position for prolonged periods of time.
• Regularly required to use hands to grasp or handle.
• Ability to talk and hear.
• Specific vision abilities include close vision, depth perception, and ability to adjust focus.
• Ability to occasionally lift and/or move 20+ lbs.
• Occasional on-call and after-hours duties.