Endpoint Support Specialist

2 weeks ago

Denver, Colorado, United States National Jewish Health Full time
Position Overview

The Endpoint Support Specialist is responsible for the maintenance and support of all endpoint devices, desktop systems, and peripheral equipment across the organization to fulfill the requirements of administrative, clinical, and research computer users at National Jewish Health. This role provides assistance to users with testing, analysis, and troubleshooting for endpoint-related technologies through direct customer interaction. Additionally, the Endpoint Support Specialist will act as an escalation point for issues arising from first and second-level support teams to facilitate the resolution of more intricate problems. This position also involves managing desktop images, overseeing desktop patch management, supporting endpoint applications (including encryption), leading internal projects, and collaborating as part of larger project and problem-solving teams.

Key Responsibilities
  1. Serve as an escalation point for first and second-level support staff, aiding them in resolving complex technical issues.
  2. Develop and standardize desktop images and checklists to effectively manage the computing needs of the National Jewish Health user community.
  3. Oversee and support client technical applications and processes related to computer management software, endpoint patch management software, and other systems utilized by Information Systems.
  4. Evaluate innovations and emerging technologies in the endpoint computing environment, providing recommendations for future enhancements and standards.
  5. Create, modify, and manage user accounts within Active Directory.
  6. Conduct the installation, configuration, testing, troubleshooting, and repair of endpoint devices, ensuring the ongoing usability of client computers, peripheral equipment, and software in accordance with established standards.
  7. Ensure seamless connectivity of client computers with file servers, storage systems, email servers, antivirus servers, networked printers, and other essential systems.
  8. Collaborate with support vendors as necessary to resolve technical issues and coordinate project tasks with vendors and contractors for timely completion.
  9. Utilize the Enterprise Service Management system to document technical-related issues and the resolution process, ensuring compliance with service level requirements.
  10. Work collaboratively with other Information Systems personnel, contributing to knowledge transfer and documentation efforts.
  11. Implement and enforce policies and procedures for managing client access in line with Information Systems security standards.
  12. Adhere to the Information Systems Change Control Policy, documenting any changes to configurations related to client computing devices and systems.
Additional Responsibilities
  1. Participate in on-call responsibilities on a rotating basis.
  2. Provide backup support to the Service Desk as needed.
Core Competencies
  1. Accountability: Demonstrates responsibility for personal contributions and team success; shows honesty and integrity; addresses problems promptly; is committed to organizational goals.
  2. Building Strategic Relationships: Identifies and acts on opportunities to foster strategic relationships across departments to achieve business objectives.
  3. Trust Building: Engages with others in a manner that instills confidence in one's intentions and those of the organization.
  4. Collaboration: Works cooperatively with others to achieve common goals, treating colleagues with respect and valuing their contributions.
  5. Conflict Management: Effectively addresses conflicts by focusing on issues and developing solutions, providing impartial mediation when necessary.
Supervisory Responsibilities

No supervisory responsibilities.

Travel Requirements

Frequent travel to various locations within the Denver Metro area is required, with minimal out-of-state travel.

Core Values
  1. Be punctual and adhere to scheduled work hours.
  2. Demonstrate willingness to accept supervision and collaborate effectively with others.
  3. Maintain a professional appearance and wear identification visibly.
  4. Comply with all institutional policies and complete required training annually.
  5. Promote an inclusive workplace that values diversity and individual differences.
  6. Follow safe working practices and adhere to all safety policies and procedures.
  7. Utilize appropriate personal protective equipment as required.
  8. Ensure compliance with all regulatory agency requirements.
Minimum Qualifications
  1. Education: High school diploma or equivalent required; a bachelor's degree in Computer Science, Business Information Systems, or a related field is preferred.
  2. Experience: A minimum of five years of relevant experience is required.
  3. Certifications: Proficiency with Windows and Mac OSX operating systems, network protocols, and computer management systems is essential.
Salary Range: $80,000 - $90,000

Benefits Overview
At National Jewish Health, we recognize that our exceptional faculty and staff are the foundation of our organization. To support our employees and their families, we offer a comprehensive benefits package that includes:
  • Medical, Dental, and Vision Insurance
  • Retirement Plan
  • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
  • Short and Long-Term Disability Insurance
  • Life Insurance and Accidental Death & Dismemberment (AD&D)
  • Voluntary Benefits, including Accident Insurance and Critical Care
  • Paid Time Off Accruals
  • Wellness Program
  • Legal Plan

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