Endpoint Support Technician

Summary/Objective: The Endpoint Support Technician is responsible for supporting the organization by providing Tier 1 & Tier 2 technical support via the helpdesk ticketing system. The technician will help end users with their issues and requests. This role will provision and maintaining end-user computing devices, which include desktops, laptops, tablets, mobile phones, and peripheral devices such as printers, scanners, barcode scanners. This role also encompasses managing video conference room technology. The technician will install and troubleshoot hardware, software, and network issues for both onsite and remote employees, ensuring that any escalated issues are communicated with accurate information to the appropriate teams. The position requires providing technical guidance and oversight to ensure that all end-user support is delivered effectively and efficiently. In this role, you will be tasked with several key responsibilities. You will install and manage devices, provide user training, and maintain asset records. First/second level support for device issues and Microsoft 365 will be part of your daily activities. You will analyze and resolve incidents, conduct root cause analysis, and document solutions to improve service delivery. Customer service is a critical aspect of this position, as you will need to keep customers informed and ensure that service meets established service level agreements (SLAs). Additionally, you will follow operational procedures, support various technology operations tasks, and contribute to process improvements within the team. To be successful in this role, you should possess a high school diploma and have 3-5 years of experience in end-user support. Familiarity with operating systems such as Microsoft Windows, iOS are required, along with experience using ticket systems, ITIL, change management, and Microsoft 365. While not mandatory, technical certifications such as A , Network , as well as an associate's degree, are desirable qualifications that can enhance your candidacy.

Essential Functions: Reasonable accommodations may be made to enable team members with disabilities to perform the essential functions.

• Manage end user issues and requests via the helpdesk ticketing system.
• Set up new team members in all systems as defined by the IT Request.
• Create and update documentation.
• Manage inbound and outbound equipment needs.
• Setup equipment with hardware and software as required to support position/function.
• Maintain the proper security protocols to ensure equipment, software and internal controls are protected.
• Audit records to ensure information is current and accurate.
• Routinely work in and provide basic administration within Microsoft 365.
• Perform basic troubleshooting of devices and networks.
• Perform miscellaneous duties and projects as assigned and required.

Application/System Experience Required:

• Microsoft 365 /
• Microsoft 365 Admin -2 years
• Microsoft Windows OS Admin - 3 years
• Apple iOS Administration via MDM
• Good understanding of networking principals

Required Competencies:

• Excellent Customer Service Excellent organizational and documentation skills
• Strong attention to detail
• Strong critical thinking skills
• Excellent communication skills including: listening, verbal, and written
• Good Self Awareness
• Excellent problem solving and analysis skills
• Excellent conflict management skills
• Ability to maintain composure in stressful situations

Supervisory Responsibilities: None

Work Environment: This position operates in an office, warehouse, fabrication, and construction site environment. The team member is occasionally exposed to a variety of extreme conditions. The noise level in the work area can be loud.

Travel: This position requires minimal travel by car on occasion.

Required Education and Experience:

• High School Diploma
• Secondary education in Information Technology or Business preferred.
• 3 years of experience in Information Technology, preferably in a manufacturing or construction industry. Building material industry experience is a plus.
• Application/System experience required as listed in section above.

Other Duties: This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Type: Full-time

Pay: $55,000.00 - $70,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $55,000 - $70,000