Endpoint Support Technician

2 weeks ago

Boston, Massachusetts, United States TEKsystems Full time
Job Overview

Position Summary

The Endpoint Support Technician (Tier 2) is responsible for delivering both in-person and remote technical assistance to end users within the organization. This role serves as a secondary support option for incoming inquiries and manages incidents and requests escalated from the Help Desk (Tier 1). The technician will also oversee the deployment and setup of endpoint devices for new hires, transfers, or separations, in addition to reconfiguring and restoring endpoint hardware. Maintaining and supporting all departmental and organizational PC/Laptop images and applications consistently is a key responsibility. This position necessitates providing deskside support to resolve technical challenges. The ideal candidate should demonstrate the ability to work independently, exhibit exceptional customer service skills, and possess a keen attention to detail.

Key Responsibilities

  1. Configure, deploy, and troubleshoot all endpoint devices, including both physical and virtual technologies.
  2. Provide on-site computer troubleshooting and problem resolution.
  3. Install and troubleshoot operating systems and enterprise software applications.
  4. Manage incidents and requests assigned to the Endpoint Support Team.
  5. Create and maintain user and technical documentation.
  6. Engage in specific tasks or projects to achieve business objectives.
  7. Serve as a backup for the Help Desk Team (Tier 1).
  8. Coordinate hardware repairs with Managed Service Providers (MSP).
  9. Conduct hardware relocations and inventory management.
  10. Perform administrative tasks such as ordering supplies and managing equipment receipts.

Additional Duties

  1. Act as a point of escalation for complex issues referred by the Help Desk.
  2. Serve as a resource for Help Desk inquiries and knowledge sharing.
  3. Analyze and identify patterns in reported issues to develop preventative measures.
  4. Participate in Continuous Process Improvement initiatives related to Desktop Support.
  5. Contribute to cross-functional projects.
  6. Complete other tasks and projects as assigned by management.

Qualifications

  1. Bachelor's degree or equivalent experience in an IT-related field.
  2. 2-3 years of experience in desktop hardware and software configuration within an enterprise setting.
  3. Preferred industry certifications such as A+ or MCITP.
  4. Familiarity with the ITIL Framework.
  5. Strong knowledge of PC and Laptop hardware and peripherals.
  6. Proficient understanding of Windows operating systems, SCCM, and Microsoft Office applications.
  7. Preferred knowledge of financial applications such as Bloomberg, Factset, or Thomson Reuters.

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