Sr Analyst, Endpoint Support: Onsite, Day Shift

Children's Mercy KC • Kansas City, MO

108d • $28

About The Position

Senior Analyst, Endpoint Support serves as the operational team lead and oversees day-to-day operations, analyzing and reviewing the department's workload. Senior Analyst serves as the final internal escalation point, ensuring efficient troubleshooting and repair solutions before escalating to the next support tier. The Sr. Analyst oversees final review of all support documentation and provides approval, ensuring relevance and usefulness post-project implementation. This role actively addresses emerging support trends and leads the team on major incident calls, exhibits precision in communication across end-users and organizational tiers. The comprehensive nature of the Senior Analyst's responsibilities highlights the crucial nature of the role in upholding operational excellence and fostering clear communication within the Endpoint Support team.

Requirements

• Bachelor's Degree (Preferred) and 5-7 years experience in a technical position requiring both a firm basic education and experience in the field.
• 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.
• 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

• Provides guidance and expertise to team members around Tier 2 technical support for a comprehensive set of endpoints, including desktops, laptops, tablets, VoIP phones, and other associated peripherals connected to our network.
• Provides expert troubleshooting, knowledge, and guidance to peers for organizational applications used by end users at Children's Mercy.
• Leads the day-to-day administration and maintenance of Endpoint hardware and software systems, ensuring optimal performance.
• Represents and leads the department in organizational project work, demonstrating leadership.
• Plays a pivotal role in crafting knowledge base articles and documentation related to implemented or newly discovered items.
• Acts as final internal escalation point for technical issues, provides training, and reviews and audits departmental work for accuracy.

Benefits

• Market competitive pay starting at $28.20/hr.
• Comprehensive benefits plans designed to meet the changing needs of employees and their families.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees