EndPoint Support Technician II

Business/Technical Requirements:

• Works with end user device engineers and customers (internal, external, and vendors) to understand user's Endpoint Support requirements

• Provides feedback regarding requirements and provides recommendations

Project/Task Planning:

• Participates or may lead short-term Endpoint Support project/task planning efforts with team members, customers and other IT groups

• Provides input to cost/time estimates

• Documents discussion and agreements

Deployment:

• Coordinates the deployment of new or upgraded images, software and hardware for multiple endpoints

• Plans and schedules the installation and deployment projects

• Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners

• Installs and performs repairs to hardware, software, and peripheral equipment, following design or installation specifications

• Submits or updates configuration items within management tools

• Develops and documents procedures for performing configuration changes, updates and upgrades

Testing:

• May participate in the unit testing for new deployments or new components and remediates problems

• Provides feedback or remediation approaches on new software performance and testing

Technical Support:

• Performs Level 2 and 3 issue assessment and resolution of problems, working with manufacturers/vendors as needed

• Researches, analyzes and recommends the implementation of software or hardware changes to rectify any problems

• Creates temporary solutions until permanent solutions can be implemented

• Coordinates the resolution of escalated application, hardware and software problems

• Ensures that all technical resources are available for meetings that include video conferencing

• Documents and reviews solutions to common problems and responses for frequently asked questions

Business Continuity & Disaster Recovery:

• Implements contingency plans including reliable backup and restore procedures, as needed

Research/Evaluation:

• May participate in R&D POC efforts

• May provide recommendations per customer feedback

Policies, Procedures, and Standards:

• Adheres to policies, procedures and standards

• Makes suggestions for policies and procedures and standards for Endpoint operational processes

Inventory/Asset Management:

• Supports IT inventory/asset management processes

Training:

• May provide on-the-spot training to end users

• Identifies end-user training needs

• Participate in the development of training materials, as needed

Coaching/Mentoring:

Provides coaching and guidance to team members

• Bachelor's Degree in Computer Science, certifications or equivalent work experience

• Typically has 3-5 years in functional position or related work experience, education or training

Intermediate (I): Handles multiple projects and duties simultaneously, prioritizing as needed. Devises flexible approaches that are easily adopted by all levels and types of people. Works creatively to respond to a specific situation. Quickly resolves new challenges in a changing environment. Interprets the spirit of a policy to meet business goals and client needs. Respects and responds sensitively to others' reluctance to change. Fosters flexibility through cross-training and developmental work assignments

Communications for Results:

Intermediate (I): Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of inter-related situations, asks probing questions, and solicits multiple sources of advice prior to taking action

Customer Service Orientation:

Basic (B): Asks questions and conducts investigations in response to clients' requests for assistance on day-to-day needs. Responds promptly and courteously. Updates clients on progress. Instructs clients on products and services and how to apply them to their business processes. Escalates to appropriate parties as needed. Makes customers and their needs a primary focus of one's actions

Information Seeking:

Basic (B): Seeks information on both formal and informal processes. Uses appropriate tools, techniques and sources to gather, update and monitor information. Checks for accuracy of interpretation. Seeks out the appropriate people for guidance when needed depending on the type of issue

Problem Solving:

Basic (B): Investigates defined issues with uncertain but limited cause. Solicits input in gathering data that help identify and differentiate the symptoms and root causes of defined problems. Suggests alternative approaches that meet the needs of the organization, the situation, and those involved. Escalates issues with suggestions for further investigation and options for consideration

Teamwork:

Intermediate (I): Actively solicits ideas and opinions from others to quickly accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance

Thoroughness:

Intermediate (I): Demonstrates operational agility. Uses organizational systems that result in multiple critical activities to be identified and completed on time. Renegotiates priorities as necessary. Puts systems in place and uses them to monitor and detect errors and problems. Tests and inspects outputs, and applies quality checks prior to work submission