Endpoint Specialist; Onsite

Job Description

SUMMARY
:
The Endpoint Specialist delivers on-site technology support and IT best practices education to executives at the company's headquarters in Reston, VA. In addition to support services, this role contributes to Endpoint Engineering team projects, including enterprise endpoint management, technology administration, and hygiene and maturity initiatives. The specialist also manages in-office technology, such as networking infrastructure and conference room video/audio systems.

This role regularly interacts with company executives and therefore requires a professional demeanor and attire, and an ability to think quickly on your feet.

As part of a larger endpoint engineering and support team, the Endpoint Specialist is responsible for company-wide endpoint support and management. When not providing direct support to executives, the role involves planning and executing projects to enhance endpoint management. Additionally, the specialist assists with asset management, on-premise meeting support, and day-to-day office tasks.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

• Provide on-site endpoint (PC, Mac, mobile devices) technical support by consistently and efficiently resolving complex endpoint (laptop, phone, tablet, hotspot, etc.) technology issues;
• Provide white glove support for senior executives with a group responsible for ensuring their endpoint technology is stable and operational 24x7x365;
• Provide technology support for intermittent offsite senior executive needs, or offsite executive events;
• Use remote control software (Intune, Connect Wise, etc.) to troubleshoot and resolve end user technical issues;
• Resolve technical issues as part of a Help Desk team, responding to daily operational support issues via tickets, phone calls, and customer walk-ups while resolving or escalating as appropriate;
• Identify, research, document, and elevate complex technical problems;
• Advise customers of technology best practices, and hardware and software care and maintenance;
• Provide training for new team members;
• Oversee the deployment, configuration, and maintenance of endpoint software and devices;
• Implement and manage endpoint security measures, including antivirus, encryption, and threat detection;
• Technical Support:
  Provide technical support and troubleshooting for endpoint-related issues with Windows. Mac, iOS, and Android devices;
• Monitor endpoint devices for performance issues;
• Develop and enforce Intune policies for endpoint management and security purposes;
• Maintain detailed documentation of endpoint configurations, policies, and procedures;
• Contribute to and maintain knowledge base to enable consistent and comprehensive support and provisioning across all team members;
• Collaborate with other IT and Security teams to ensure seamless integration and operation of endpoint devices;
• Contribute to maintaining a proper inventory and organization of IT storage room and support desk at headquarters;
• Provide “smart hands” for headquarters networking infrastructure;
• Provide support for telephony hardware and conference room technology;
• Work with vendors as needed to support and maintain office technology and infrastructure;
• Maintain and administer the Apple Business Manager platform;
• Build best practice and training documentation for common business applications.

This position has no formal supervisory responsibilities.

Any IT certifications or IT education are preferred.

• Three (3) years’ experience providing technical support
• Equivalent combination of education and experience
• Must possess excellent customer service skills including both written and verbal communication
• Experienced in professional handling of escalated end-user events
• Experience with operating in PC/Mac operating systems
• Experience utilizing endpoint management software (e.g. Microsoft Intune)
• A/V setup/troubleshooting/operation experience for both physical and virtual meetings/events

• Able to track work accurately and consistently in a ticketing tool (e.g. Service Now)
• Exhibits a professional…