EndPoint Support Analyst

Cencora, Inc.•Brooks, KY

47d

About The Position

Individuals within the Endpoint Support role are primarily responsible for operational support of endpoint devices used within the organization. In order to provide optimum services and solutions, these individuals partner with end user device engineers to understand user needs, resolve problems, and implement/support approved technical solutions. These individuals provide initial setups and support of endpoint devices. They troubleshoot IT-related problems and provide input/recommendations to endpoint hardware and software technologies. Endpoint Support staff members support all policies, procedures, and standards for delivery and implementation. They may also perform a wide host of general management and administrative responsibilities.

Requirements

Bachelor's Degree in Computer Science, certifications or equivalent work experience
Typically has 3-5 years in functional position or related work experience, education or training
Adaptability: Intermediate (I): Handles multiple projects and duties simultaneously, prioritizing as needed. Devises flexible approaches that are easily adopted by all levels and types of people. Works creatively to respond to a specific situation. Quickly resolves new challenges in a changing environment. Interprets the spirit of a policy to meet business goals and client needs. Respects and responds sensitively to others' reluctance to change. Fosters flexibility through cross-training and developmental work assignments
Communications for Results: Intermediate (I): Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of inter-related situations, asks probing questions, and solicits multiple sources of advice prior to taking action
Customer Service Orientation: Basic (B): Asks questions and conducts investigations in response to clients' requests for assistance on day-to-day needs. Responds promptly and courteously. Updates clients on progress. Instructs clients on products and services and how to apply them to their business processes. Escalates to appropriate parties as needed. Makes customers and their needs a primary focus of one's actions
Information Seeking: Basic (B): Seeks information on both formal and informal processes. Uses appropriate tools, techniques and sources to gather, update and monitor information. Checks for accuracy of interpretation. Seeks out the appropriate people for guidance when needed depending on the type of issue
Problem Solving: Basic (B): Investigates defined issues with uncertain but limited cause. Solicits input in gathering data that help identify and differentiate the symptoms and root causes of defined problems. Suggests alternative approaches that meet the needs of the organization, the situation, and those involved. Escalates issues with suggestions for further investigation and options for consideration
Teamwork: Intermediate (I): Actively solicits ideas and opinions from others to quickly accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance
Thoroughness: Intermediate (I): Demonstrates operational agility. Uses organizational systems that result in multiple critical activities to be identified and completed on time. Renegotiates priorities as necessary. Puts systems in place and uses them to monitor and detect errors and problems. Tests and inspects outputs, and applies quality checks prior to work submission

Responsibilities

Works with end user device engineers and customers (internal, external, and vendors) to understand user's Endpoint Support requirements
Provides feedback regarding requirements and provides recommendations
Participates or may lead short-term Endpoint Support project/task planning efforts with team members, customers and other IT groups
Provides input to cost/time estimates
Documents discussion and agreements
Coordinates the deployment of new or upgraded images, software and hardware for multiple endpoints
Plans and schedules the installation and deployment projects
Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners
Installs and performs repairs to hardware, software, and peripheral equipment, following design or installation specifications
Submits or updates configuration items within management tools
Develops and documents procedures for performing configuration changes, updates and upgrades
May participate in the unit testing for new deployments or new components and remediates problems
Provides feedback or remediation approaches on new software performance and testing
Performs Level 2 and 3 issue assessment and resolution of problems, working with manufacturers/vendors as needed
Researches, analyzes and recommends the implementation of software or hardware changes to rectify any problems
Creates temporary solutions until permanent solutions can be implemented
Coordinates the resolution of escalated application, hardware and software problems
Ensures that all technical resources are available for meetings that include video conferencing
Documents and reviews solutions to common problems and responses for frequently asked questions
Implements contingency plans including reliable backup and restore procedures, as needed
May participate in R&D POC efforts
May provide recommendations per customer feedback
Adheres to policies, procedures and standards
Makes suggestions for policies and procedures and standards for Endpoint operational processes
Supports IT inventory/asset management processes
May provide on-the-spot training to end users
Identifies end-user training needs
Participate in the development of training materials, as needed
Provides coaching and guidance to team members