IT Endpoint Support Specialist 

Position Summary

The IT Endpoint Engineer is responsible for maintaining endpoint images, automated deployment, installation/configuration, operation, troubleshooting and maintenance for all endpoint computers, tablets, software, and related infrastructure. The Endpoint Engineer position requires team collaboration as well as ongoing technical development to ensure that system hardware, operating systems, software systems, and related processes adhere to the company’s standards.  This person will be expected to contribute to the overall system architecture and provide testing & input to leadership for system design, tools & Purchasing decisions.

Essential Job Duties and Responsibilities

• Endpoint Imaging, Support & Maintenance
• Build, Maintain and troubleshoot, approved endpoint computer/tablet images.
• Build, configure, and troubleshoot hardware/software enhancements, application deployments, and infrastructure up-grades.
• Provide hands-on system administration support, system maintenance, and operational support for supported hardware & systems
• Work with various vendors, depts and peers to ensure proper deployment & troubleshooting for endpoint systems.
• Take ownership of assigned tasks through completion according to project prioritization.
• Diagnose and correct computer systems issues/Recommend software and hardware & infrastructure enhancements.
• Communication/Connectivity
  • Clearly communicate updates and progress on projects upon request.
  • Exhibit high level of on-call customer service abilities
  • Demonstrate strong verbal & written communication skills when communicating with Associates at all levels
  • Ensure PC communication & connectivity to LAN/WAN, including connectivity to servers, printers, and the Internet.
• General Administration
  • Able to think independently and make critical business decisions regarding client related infrastructure and overall application architecture.
  • Work independently and in a group environment to complete tasks according to deadlines and requirements.
  • Be adaptable to changes in priority and include proper parties in decision making as necessary.
  • Insure proper & consistent support records are maintained
  • Provide device & system testing with reported results

Minimum Qualifications

• Education Level:(Required):Associate's Degree or equivalent experience (Preferred):Bachelor's Degree or equivalent experience                        
• Field of Study/Area of Experience:Computer Science, Information Technology or a related discipline
• 1-3 years of experience in:
  • IT Systems Administration
  • SCCM, Scripting
  • VMWare
  • Networking, applications & OS support

Skills, Knowledge and Abilities

• Excellent verbal and nonverbal communication skills
• Well-organized, detail-oriented, and able to handle a fast-paced work environment
• Strong computer skills experience with desktop hardware & application support

• Working knowledge of end-user computing environment, Microsoft Active Directory, and GPO
• Working knowledge of Microsoft System Center Configuration Manager (SCCM), Microsoft Endpoint Manager (Intune), JamF, and Mobile Iron MDM & MAM solutions tools.

• Advanced level knowledge of PC software applications and a strong understanding of PC operating systems (on-premise and cloud)
• Experience with Windows Client Technologies (such as Windows 10, Microsoft Office, Browsers, Scripting, Registry, Command line, System Management Tools)

• Advanced knowledge of Microsoft, Apple & Android applications/hardware
• Working knowledge of Mobile Device Management software, policies, and support procedures
• Understanding of cybersecurity: Password and Data handling processes
• Working knowledge of the following communication and connectivity systems required: Microsoft TCP/IP, networking protocols, network printing/printer troubleshooting, file sharing, RDP, Internet application connectivity, Screen Connect, TeamViewer

Certifications:

• MCSE - Server Infrastructure, VMWare VCP, and CCNA a plus (Not Required)
• A+ certification is a plus (Not Required)
• Network+ certification is a plus (Not Required)

The hourly rate for this role is $26.00.

Environmental & Physical Requirements

Office / Sedentary Requirements

Incumbent must be able to perform the essential functions of the job.  Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to answer, hear and speak clearly on a telephone, ability to enter data on a computer, report on time to scheduled work location and lift up to 15 pounds to assist with processing incoming and outgoing equipment.

Additional Information Regarding ASM Job Duties and Job Descriptions

Job duties include additional responsibilities as assigned by one’s supervisor or another manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. ASM reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law.  ASM shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes.  Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time).

The Company is one of North America’s leading sales and marketing agencies specializing in outsourced sales, merchandising, category management and marketing services to manufacturers, suppliers and producers of food products and consumer packaged goods. The Company services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.

Position Summary
The Tier 2 Tech is the escalated support for Tier 1 office & field technology support which includes desktop, mobile hardware & supported applications. Additionally, T2 Tech will be responsible for all required testing, training as well as application & hardware deployment & recovery processes. T2 Tech will also be responsible as needed for providing on & offsite support for associates & other company systems as well as to working with developers & vendors to troubleshoot & log higher level issues. T2 Tech will support all company associates, clients, vendors & will utilize & maintain our web-based ticketing system to record & track all incidents. This associate will need to have strong troubleshooting as well as verbal & written communication skills. T2 Tech must be able to think quickly in a fast-paced environment utilizing multiple systems & tools to provide 1st in class support & service with a goal of 1st call resolution. T2 Tech will be required to adhere to attendance policies, report to their scheduled work location & maintain a positive, friendly, professional attitude when representing our company & support desk.

Essential Job Duties and Responsibilities

Device & System: Maintenance, Management.
• Answer call center phones, provide superior support & service
• Work with & support associates & peers at an executive level
• Research & resolve technical issues utilizing the tools provided.
• Keep & maintain detailed & accurate records
• Strong understanding of mobile & desktop technology
• Learn & understand various systems & follow approved processes
• Complete assigned tasks & projects with a high level of quality & ability to follow through to completion with minimal guidance from manager
• Support peers & others in a fast-paced support center environment

Communication/Connectivity
• Exhibit high level of on-call customer service abilities
• Demonstrate strong verbal & written communication skills when communicating with Associates at all levels
• Ensure PC communication & connectivity to LAN/WAN, including connectivity to servers, printers, and the Internet.

General Administration
• Hardware & application provisioning, deployment & recovery
• Onsite & remote training & support for associates & new hires
• Conduct testing, updates & fixes for supported hardware, systems & apps
• Create & maintain training documents & KB’s needed to improve support
• Monitor, Maintain & Report on dept images, security & systems
• Monitor ticket systems & support emails, respond as needed

Supervisory Responsibilities

Direct Reports
- This position does not have supervisory responsibilities for direct reports

Indirect Reports
- Does not have direct reports, but may delegate work of others and provide guidance, direction and mentoring to indirect reports

Travel and/or Driving Requirements

- Travel and Driving are not essential duties or functions of this job

Minimum Qualifications The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job

Education Level: (Required): Associate's Degree or equivalent experience
(Preferred): Bachelor's Degree or equivalent experience

Field of Study/Area of Experience: 2-4 years of experience in customer service, information technology support, or a related field.

Skills, Knowledge and Abilities

• Advanced level knowledge of PC software applications and strong understanding of PC operating systems (on-premise and cloud).
• Experience with a phone support and helpdesk environment.
• Excellent written communication and verbal communication skills
• Excellent customer service orientation
• Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers
• Knowledge of the following communication and connectivity systems required: Microsoft TCP/IP, networking protocols, network printing / printer troubleshooting, file sharing, Internet application connectivity
• Well-organized, detail-oriented, and able to handle a fast-paced work environment
• Track record of building and maintaining customer/client relationships
• Advanced knowledge of Microsoft applications and PC hardware
• Basic knowledge of Apple mobile hardware
• Entry level knowledge of cyber security: Password and PII Data handling processes
• Ability to learn and operate various case management and incident management systems

o Zendezk, ServiceNow, etc.

• Certifications:

o A+ certification is a plus (Not Required)
o Network+ certification is a plus (Not Required)

Environmental & Physical Requirements
Office / Sedentary Requirements

Incumbent must be able to perform the essential functions of the job. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.

Additional Information Regarding Advantage Solutions Job Duties and Job Descriptions

Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes. Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified.

The Company is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, the Company shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.