Endpoint Support Technician 1

Summary:

Individuals within the Endpoint Support role are primarily responsible for operational support of endpoint devices used within the organization. In order to provide optimum services and solutions, these individuals partner with end user device engineers to understand user needs, resolve problems, and implement/support approved technical solutions. These individuals provide initial setups and support of endpoint devices. They troubleshoot IT-related problems and provide input/recommendations to endpoint hardware and software technologies. Endpoint Support staff members support all policies, procedures, and standards for delivery and implementation. They may also perform a wide host of general management and administrative responsibilities. Individuals in this role require troubleshooting and customer service skills. They are organized, thorough, and have great attention to detail. This role also requires the ability to multi-task and handle frequent interruptions. This associate will provide basic maintenance and support for endpoint devices. They will work on one or more projects/work initiatives/tasks concurrently as a team member, and work under general guidance from senior members.

This is a 2nd shift position (2pm - 10pm EST OR 12pm - 8pm EST)

Primary Duties & Responsibilities:

• Works with team lead or senior team members to understand user's Endpoint Support requirements.

• Documents requirements.

• Provides input during short-term Endpoint Support project/task planning efforts with team members.

• Documents discussion and agreements.

• Participates in the deployment of new or upgraded images, software and hardware for multiple endpoints.

• Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.

• Follows established procedures for performing configuration changes, updates and upgrades.

• Performs repairs to hardware, software, and peripheral equipment, following design or installation specifications.

• Submits or updates configuration items within management tools.

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

• Provides feedback on new software performance and testing.

• Participates with Level 2 issue assessment and resolutions of problems.

• Diagnoses and resolves endpoint and mobile device hardware and software issues.

• Creates temporary solutions until permanent solutions can be implemented.

• Provides technical support to meetings that include video conferencing.

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

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

• May participate in R&D POC efforts.

• May provide recommendations per customer feedback.

• Adheres to policies, procedures and standards.

• Supports IT inventory/asset management processes

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

Skillsets, Experience & Educational Requirements:

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

• Typically has 1-3 years in functional position or related work experience, education or training.

• General knowledge of commonly used applications and programs, such as Microsoft Office Suite, Adobe, alternate browsers.

• Working knowledge of latest operating systems.

• Ability to troubleshoot and support wireless and wired connectivity.

• Knowledgeable in the building, imaging and setup of new device deployments.

• Customer Service oriented, and capable of comfortably working in a fast-paced team oriented environment.

• Solid verbal and written communication skills.

• Basic understanding of TCP/IP network protocols and services - nice to have

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned