Endpoint Support Engineer

Fulton County•Fulton County Atlanta, GA

1d•Onsite

About The Position

The purpose of this classification is to provide 2nd level support for desktop, laptops, tablets and audio visual technology devices provisioned to Fulton County facilities, employees and citizens. This position will be responsible for troubleshooting and resolving issues on these devices, as well as ensuring the performance, functionality and integrity of all devices are maintained.

Requirements

Bachelor's Degree in Information Technology, Information System, Computer Science or related field
Supplemented by two years of IT experience
Must possess and maintain a valid Georgia driver's license or proof of mobility equivalent may be requested.
Must be able to demonstrate proficiency in performance of the essential functions and learn, comprehend and apply all county or departmental policies, practices and procedures necessary to function effectively in the position.
Has thorough knowledge of operating system, networking, hardware and software.
Possess strong communication and collaboration skills, with county employees, IT support staff and upper management.

Nice To Haves

Comp TIA A+, Net+ or CTS preferred.
Experience in a customer service role.

Responsibilities

Responds to service desk incidents for endpoint devices (personal computers, tablets, printers and audio visual equipment) not resolved by level 1 service desk analysts.
Diagnoses and resolves issues reporting through the IT help desk for end point devices provisioned by Fulton County IT.
Escalate incidents to the Service Desk Manager and/or the Technical Operations Manager to ensure issues are resolved in a timely manner.
Assesses systematic issues to the attention of management and assists in developing and implementing proactive configuration or design changes.
Manages and configures of endpoint management software.
Installs and configures endpoint management software, test & verifies endpoint images to be deployed by endpoint management software.
Perform upgrades, patching and configuration of endpoint devices through the use of management tools such as SCCM and Airwatch.
Develops and test endpoint configuration changes and upgrades procedures and packages utilizing endpoint management software.
Applies upgrades and configuration changes to endpoint devices utilizing endpoint management software.
Develop job aides for service desk technicians.
Analyzed common incidents and develops job aids for 1st call resolution or diagnosis.
Reviews and trains Service desk staff on the use of job aides.
Maintains advanced knowledge of PC and Mac operating systems and general competency with office-related technology devices (e.g. printers, scanners, mobile devices) proven knowledge of Android and/or iOS mobile operating systems.
Prepare, evaluate and submit service desk, cost estimates, systematic issues related reports.
Correct/diagnose root causes of an endpoint devise problem and implement the proper solution, properly assess the impact and criticality of the reported problem.
Recognizes when a reported problems is an indication of a systematic issue not related to the personal computer and refer it to the appropriate support staff.
Identify errors in system management tools and the impact all the endpoint devices managed by the software and potentially all such devices in the organization.
Stays abreast of laws, rules regulations and standards such as IETF, PCI, HIPPA, FISMA and NIST.
Operates computer software to edit, review, analyze, report manage, or modify data, utilize word processing, spreadsheet, database, desktop configuration and application deploy windows images and desktop applications.
Performs other related duties as required.