Information Technology Specialist

SUMMARY

The Endpoint Specialist is responsible for providing comprehensive technical support and managing endpoint devices, ensuring seamless operation across the organization's digital infrastructure. This role includes configuring, deploying, and maintaining a variety of endpoint devices (PCs, Macs, and mobile devices), as well as implementing security measures and performing regular system updates. The Endpoint Specialist also collaborates with IT teams to develop and implement endpoint management strategies, troubleshoot issues, and provide exceptional user support to enhance productivity and efficiency.

This position offers growth opportunities with three levels (I, II, III), each increasing in complexity, leadership, and strategic responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Endpoint Solutions Specialist I (Entry Level)

• Provide technical support to end users, resolving hardware, software, and network issues.
• Troubleshoot and resolve help desk tickets in a timely and efficient manner.
• Guide users through problem-solving processes and educate them on best practices.
• Ensure devices are properly maintained, updated, and secured.
• Manage inventory and track the deployment of end-user devices.
• Install, configure, and maintain software applications and systems.
• Ensure software is up-to-date and compliant with licensing agreements.
• Communicate effectively with users to understand their needs and provide appropriate solutions.
• Track asset lifecycles, including procurement, deployment, maintenance, and disposal.
• Stay up-to-date with the latest technology trends and best practices for end-user support.
Participate in ongoing training and certification programs to enhance skills and knowledge.


• Endpoint Solutions Specialist II (Mid-Level)

• Identify areas for improvement in the end-user experience and recommend solutions.
• Ensure inventory records are up-to-date and compliant with organizational policies.
• Assist users with software-related issues and provide training as needed.
• Create, manage, and troubleshoot user accounts, including access permissions and password resets.
• Configure and deploy new devices, including desktops, laptops, and mobile devices.
• Maintain an accurate inventory of hardware, software, and other IT assets.
• Ensure users have appropriate access to resources and applications.
• Educate users on security best practices and assist with regular security awareness training.
• Document and share knowledge to improve support processes and user experience.
• Monitor patching process to ensure timely and effective application of updates.
• Stay up-to-date with the latest technology trends and best practices for end-user support.
Participate in ongoing training and certification programs to enhance skills and knowledge.


• Endpoint Solutions Specialist III (Senior-Level)

• Manage the deployment of software patches and updates to end-user devices.
• Develop metrics and dashboards to track the effectiveness of end-user support and solutions.
• Collaborate with IT teams to address any issues arising from patch deployment.
• Generate and maintain detailed reports on technical support activities, device management, patch management, yearly inventory, and budget reports.
• Assist with compliance audits and ensure adherence to industry regulations.
• Present findings and recommendations to Technical Services Supervisor.
• Implement and enforce security policies and procedures to protect end-user devices and data.
• Work closely with IT teams to ensure seamless integration of end-user solutions with existing infrastructure.
• Stay up-to-date with the latest technology trends and best practices for end-user support.
• Participate in ongoing training and certification programs to enhance skills and knowledge.
• Oversee and facilitate the procurement process, manage contract renewals, and ensure compliance with all relevant policies and regulations.

EDUCATION and/or EXPERIENCE

Endpoint Solutions Specialist I

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).

• 2 years of proven experience in Information Technology and Computer Science.

Endpoint Solutions Specialist II

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).

• 4 years of proven experience in Information Technology and Computer Science.

Endpoint Solutions Specialist III

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).

• 6 years of proven experience in Information Technology and Computer Science.

QUALIFICATIONS

• Relevant certifications such as CompTIA A , CompTIA Network , or Microsoft Certified: Modern Desktop Administrator.
• Proven experience in providing technical support and end-user solutions.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.

• Strong collaboration and ability to work with a team/cross function cooperation.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms, and talk or hear. The employee frequently is required to stand; walk; and use hands and fingers to handle, or feel. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. Can be noisier due to conversations, phone calls, office and environmental equipment.

02.2025