IT Engineer - Division Support Technician

Associated Wholesale Grocers•Kansas City, KS

2d•Onsite

About The Position

The Endpoint Support role will be responsible for overseeing and maintaining computer hardware systems. This position is a reference point for hardware and software questions at the user level, responding to user needs in a timely manner. This includes setting up, configuring, and maintaining desktop computers, peripherals, and printers (and at times, troubleshooting network related issues). Day-to-day activities include responding to IT incident tickets, supporting end users with any problems they encounter.

Requirements

Bachelor's Degree in Information Technology, Computer Science, Engineering, or other related courses.
5 to 10 years of experience with extensive familiarity with Windows desktop operating systems.
Experience with Microsoft Windows, Microsoft Office, networking technologies.
Ability to communicate (Oral/Written) effectively and coordinate action with all levels of the organization.
Must be a quick learner, self-sufficient and follow through on tasks to completion, in a high-volume work driven environment.
Strong analytical and product management skills, including a thorough understanding of how to translate business needs into application and operational requirements.
User of IT Service Management methodologies with specific demonstrated experience in incident and change management.

Responsibilities

Act as the technical lead on defining project approach and planning to implement.
Provide oversight to insure execution of technical deliverables on time and on budget across all members of the team.
Create and manage standards and procedures related to system deployments, upgrades, and general maintenance of the environment.
Deliver solutions of the highest quality and on time, on budget.
Deliver clear communication on approach, status, issues, and risks on a regular basis to manage stakeholder expectations.
Manage and configure mobile devices, laptops, and virtual applications via Omnissa WorkspaceONE (UEM), enforcing conditional access policies, compliance profiles, and automated application deployment across enterprise endpoints.
Administered security policies and over-the-air updates within the Omnissa WorkspaceONE console to ensure endpoint vulnerability management and compliance with organizational security standards.
Responsible for the lifecycle of equipment.
Create/Maintain appropriate technical documentation.
Deployment of new hardware (PCs, including desktops, laptops, and peripherals).
Provide end-user training on base company software, hardware, and Collaboration suite of tools.
Responsible for the stability, availability, and operational effectiveness of the environment.
Responsible for changing implementation practices that reduce business risk and overall downtime (pre-deployment testing, implementation plan, post implementation verification, backout plan).
Responsible for 24x7 production support for critical Security solutions, this position will be in an On-Call rotation and required to work Off-Hours as needed.
Deliver endpoint services that meet the demands of the business units.
Proactively identify and initiate work processes and tool improvements which lead to increased productivity and employee satisfaction.
Provided white-glove IT support to C-level executives and senior leadership, delivering rapid incident resolution, priority ticket escalation, and personalized technical onboarding with minimal disruption to business operations.
Managed end-to-end technical support for executive-level meetings, board presentations, and enterprise town halls, conducting proactive pre-flight checks and real-time troubleshooting for VIP stakeholders.
Oversee and maintain conference room A/V infrastructure—including smart displays, video conferencing codecs, microphones, and control panels—ensuring seamless integration with platforms for collaborative spaces.
Act as a point of escalation for incidents.
Upgrading & updating Systems to insure adequate lifecycle and vulnerability management.
Implement and manage operational and solution health metrics, set performance goals and take corrective action where needed.
Seek customer feedback regularly to ensure services and support are efficient and effective; surface and find repeat problems or service challenges, crafting and driving improvement plans to close gaps.
Utilize monitoring solution to proactively resolve system issues prior to them becoming a problem.
Key success factors for this position are initiative and the ability to pick up new technologies and drive improvements.
Assisting with IT projects (e.g., software migrations, hardware upgrades, technology research, documentation, and cost analysis).
Identify process improvement and root cause for issues to ensure that we are reducing the support workload and not encountering repeat issues.
Perform routine maintenance on PCs (e.g., software updates, virus scans, hard disk de-fragmentation, and hard disk clean-up).
Partner with key internal and external stakeholders to participate in solution roadmap projects, evaluate, and provide input to recommend solutions to meet company-wide business needs.
Contribute creative ideas and insights to support the strategic process formation.
Collaborates across team members to seek out information.
Develop strong industry relationships with other system engineering peers and organizations to remain current on industry trends and future directions.
Meets with team members to identify and create action plans to resolve reoccurring and other high priority issues.
Provide guidance and mentorship to junior members of the team.
Guide others on technical challenges or issues or challenges.
Become the SME within the team on key technology platforms.