Endpoint Technician

Gray & Company, Inc.•Metairie, LA

8d•Onsite

About The Position

The Endpoint Technician is responsible for providing impeccable customer service as the first point of contact between end users and the Information Systems Department. This role involves performing on-site analysis, diagnosis, and resolution of complex endpoint problems, recommending and implementing corrective solutions. The technician will install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to ensure required endpoint service levels are met. This includes assessing the need for and implementing performance upgrades, administering and resolving issues with associated end-user software, and troubleshooting basic endpoint connectivity problems before escalating to a Network Engineer. The role also involves receiving and responding to incoming calls, emails, and trouble tickets, ordering equipment and supplies, maintaining inventory levels, and potentially performing maintenance on systems like iSeries, phone systems, and file servers depending on experience. Additionally, the technician will document troubleshooting steps and resolutions in the help desk system, collaborate with Network Engineers on best practices, update the asset tracking system, and work with minimal supervision. Other duties may be assigned as required.

Requirements

High School degree or GED.
Minimum of two (2) years of experience troubleshooting endpoint equipment including desktop computers, laptops, tablets, printers and smartphones.
Must have troubleshooting skills in order to diagnose and repair endpoints in a timely fashion.
Ability to greet colleagues in a friendly and courteous manner.
Proficient in Microsoft Office Suite or similar software.
Basic understanding of office equipment.
Ability to work independently and identify and solve problems.
Ability to organize and prioritize work.

Nice To Haves

A+ certification is desired.
Network+ certification is desired.
Experience with a Help Desk or ticketing system is desired.
Working knowledge of Windows 10, Apple and Android endpoints is desired.

Responsibilities

Provide impeccable customer service as the first contact between the end user and the Information Systems Department.
Perform on-site analysis, diagnosis, and resolution of complex endpoint problems for end users, and recommend and implement corrective solutions.
Install, configure, test, maintain, monitor and troubleshoot end user workstations and related hardware and software to deliver required endpoint service levels.
Assess the need for and implement performance upgrades (memory, hard drives, etc.) to endpoints, including the replacement of malfunctioning or older units.
Administer and resolve issues with associated end user software installed on endpoints.
Troubleshoot basic endpoint connectivity problems (network adapters, patch cords, wall jacks, etc.) before engaging a Network Engineer.
Receive and respond to incoming calls, emails, and trouble tickets regarding endpoint problems.
Order equipment/computer supplies and maintain adequate levels of inventory.
Perform maintenance-oriented services on some systems (iSeries, phone systems, file servers, etc.) depending on experience level.
Enter, update, and close trouble tickets in the help desk system, including documenting troubleshooting steps and resolutions.
Work closely with Network Engineers to establish best practices and standard procedures related to network-attached endpoints.
Update the asset tracking system when equipment is purchased, relocated, or disposed of.
Work with minimal supervision.
Perform other duties as assigned/required.