SeniorFull TimeEN
Serve as the primary escalation point for complex endpoint and service desk issues, ensuring timely, effective, and well-documented resolution.
Coordinate daily endpoint support activities by assisting with ticket prioritization, workload balancing, and equitable assignment distribution in alignment with established priorities and SLAs.
Assist management in monitoring ticket queues, SLA performance, and workload trends by identifying risks, recurring issues, and improvement opportunities.
Mentor and train Endpoint Support Technicians by providing guidance on advanced troubleshooting techniques, best practices, ticket review, and real-time technical support.
Act as the technical lead for endpoint-related projects, including deployments, refresh cycles, migrations, and process improvements, coordinating execution under the direction of management or project leadership.
Collaborate with other IT teams and vendors to resolve cross-functional technical issues and support broader organizational initiatives.
Promote adherence to established endpoint standards and procedures, and assist in improving documentation, workflows, and asset record accuracy.
Support advanced imaging, patching, compliance, security, and specialized device management tasks.
Participate in the evaluation, testing, and selection of endpoint technologies, tools, and solutions.
Provide input to management on team performance, operational challenges, and training needs.
Assist with onboarding and cross-training of new endpoint support staff.
Maintain a high standard of customer service, professionalism, and operational reliability while remaining hands-on with high-priority and complex technical issues.
Educational Requirements
High school diploma or equivalent required.
Must be able to communicate effectively in English, both verbally and in writing.
College coursework preferred.
Relevant industry certifications or approved internal training are required as part of ongoing professional development. These may include industry certifications (e.g., CompTIA A+, Network+, Microsoft Endpoint Manager, ITIL Foundation, Apple Certified Support Professional) or equivalent internal training programs aligned to the role and approved by leadership.
Physical Requirements
Ability to lift and move equipment up to 50 lbs.
Frequent standing, walking, and bending during equipment installation and troubleshooting.
Ability to work in various environments, including office and clinical settings.
Skills and Qualifications
4+ years of experience in PC or endpoint support.
Advanced knowledge of Windows, macOS, mobile platforms, and endpoint security.
Demonstrated ability to independently resolve complex, high-impact technical issues.
Experience coordinating operational work, mentoring peers, and supporting project execution.
Strong communication, mentoring, and customer service skills.
Proven ability to contribute to process improvement, service quality, and operational consistency.
Positive performance evaluations and strong peer and customer feedback.
