Lead Analyst, Endpoint Support: Day Shift, Onsite

Children's Mercy KC • Kansas City, MO

6d • $31 • Onsite

About The Position

Endpoint Support Lead Analyst assists management by overseeing daily operations, analyzing the department's workload, and leading all project initiatives. Lead Analyst is tasked with streamlining support processes, creating comprehensive knowledge documentation, and ensuring work is appropriately distributed between various support tiers. Lead Analyst also assists Tier 3 and 4 teams by identifying opportunities to push tasks down to Tier 1 and Self-Service, improving service levels and response times. Lead Analyst plays a key role in assisting management by representing the team during meetings, covering major incident calls, and ensuring high customer service and communication across all organizational levels. This is an onsite role at our main location in KCMO. #LI-DNI At Children’s Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity. Additionally, it’s important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve, as well as the Children’s Mercy staff, we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found non-immune to measles, mumps, rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus, diphtheria, acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position, you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines, medical and/or religious exemptions can be further discussed with Human Resources.

Requirements

• Bachelor's Degree (Preferred) and 5-7 years experience This is a technical position requiring both a firm basic education and experience in the field. Since this is a more senior position, the theory and advanced problem-solving skills acquired either through post- secondary education or through more extensive on-the-job experience are necessities.
• High School diploma, or equivalent, and 10+ years of experience in customer service, technical support, or other similar roles may be accepted in lieu of degree.

Nice To Haves

• CompTIA A+ certification Preferred
• CompTIA N+ certification Preferred
• CompTIA S+ certification Preferred
• Microsoft Technology Associate (MTA) Preferred
• Microsoft 365 Certified: Fundamentals Preferred
• Apple Certified Support Professional (ACSP) Preferred
• Jamf Certified Associate Preferred

Responsibilities

• Leads the department in all organizational project work, from initial planning to final implementation, coordinating with various teams, managing timelines, and ensuring that all technical and operational requirements are met.
• Leads the development, organization, and continual improvement of knowledge base documentation, identifying knowledge gaps within the Tier 1 and 2 teams and creating solutions that allow them to handle tasks previously escalated to higher tiers.
• Responsible for overseeing and leading all project and departmental meetings, ensuring seamless communication of updates and action items to the team, while implementing strategic initiatives to enhance operational efficiency.
• Oversees training programs and audits to maintain a high level of departmental performance and accuracy.
• Provides troubleshooting expertise to team members and acts as a bridge between Tier 3 and 4 teams, ensuring that escalated issues are resolved effectively and communicated back to the team, while also empowering Tier 1 and 2 teams to handle a broader range of tasks.
• Provides troubleshooting expertise, comprehensive knowledge, and strategic guidance to peers for organizational applications utilized by end users at Children?s Mercy.
• Leads the daily administration and maintenance of Endpoint hardware and software systems, ensuring peak performance and reliability.

Benefits

• The benefits plans at Children’s Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families. Learn more about Children’s Mercy benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees