Endpoint Specialist (Onsite)

Stride, Inc.

1d•$53,945 - $70,000•Onsite

About The Position

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. ESSENTIAL FUNCTIONS: 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, ConnectWise, 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 escalate 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. Supervisory Responsibilities: This position has no formal supervisory responsibilities. Certificates and Licenses: Any IT certifications or IT education are preferred.

Requirements

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. ServiceNow)
Exhibits a professional demeanor and can consistently manage positive interactions with executives
Logical problem-solving, analytical, and conceptual thinking skills
Proficient in business productivity software (Microsoft Word, Excel, PowerPoint, Outlook, Internet browsers)
Strong attention to detail
Excellent organizational and multi-tasking skills
Ability to prioritize and meet deadlines
Self-directed, able to work effectively with very limited supervision
Flexibility to work outside of standard business hours on an exception basis
Ability to travel 5% of the time
Ability to clear a required background check

Nice To Haves

Administration in Microsoft Intune (policy improvements, device management, mobile device management)
Apple Certified Support Professional certification
Any IT certifications or IT education are preferred

Responsibilities

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, ConnectWise, 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 escalate 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
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