Support End Point Technician

Associated Wholesale Grocers•Pearl River, LA

2d•Onsite

About The Position

The Endpoint Support role will be responsible in 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. In addition to the EndPoint responsibilities, this role also includes supporting the AWG Customer Support Center (CSC). Key duties involve delivering excellent customer service, providing technical solutions, addressing IT issue reports, managing the IT ticketing system, and ensuring all issues or requests are accurately logged and resolved through troubleshooting. Coverage for these responsibilities will typically be required daily, focusing on the 9–11 a.m. timeframe, though this may vary based on demand.

Requirements

Bachelor’s degree in information technology, Computer Science, Engineering, or other related courses.
1+ years of experience with some familiarity with Windows desktop operating systems
Deployment of new hardware (PCs, including desktops, laptops, and peripherals).
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

Deliver Secure Solutions & Technology (25%) – deliver project commitments to deliver new capability to support our business using the following technologies.
Assist on defining project approach and planning for implementations
Provide input to ensure execution of technical deliverables on time and on budget across all members of the team.
Manage standards and procedures related to system deployments, upgrades, and general maintenance of the environment.
Facilitate delivery 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.
Responsible for the lifecycle of equipment
Maintain appropriate technical documentation
Drive Solution Availability & Customer Service (50%) – drive to improve system performance and stability.
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
Strong skills across multiple disciplines
Upgrading & updating Systems to ensure adequate lifecycle and vulnerability management
Administer and manage operational and solution health metrics 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 solutions to proactively resolve system issues prior to them becoming a problem
Define/Support IT Strategy & Execution Alignment (5%) - Define and implement roadmap to evolve and improve capabilities of our platforms.
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.
Support Team Development and Continuous Improvement Culture (20%) – Seek opportunities to work across teams to continually learn and improve
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
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
Participating as a point of escalation for incidents
Provide end-user training on base company software, hardware, and Collaboration suite of tools