Endpoint Services Administrator

The Endpoint Services Administrator is responsible for end-user computing support, including consulting with users, to determine hardware, software or system functional specifications. Responsibilities include installations, troubleshooting, hardware break/fix, typical desktop support duties and client engineering tasks. This role may also assist in the maintenance of the company's network and server systems. The incumbent will have the opportunity to expand his/her experience with complex IT systems, such as advanced networking equipment, AD, Exchange, Telephony, Windows infrastructure, and software delivery systems.

Duties and Responsibilities:

• Provide a quick response and support to all assigned incident and project requests, while exceeding internal expectations for responsiveness, quality of solution and customer service;
• Displays a superior customer service orientation in every interaction with end users, complex analytical and problem solving skills resulting in first-time resolution and excellent organizational skills with the ability to handle multiple tasks and priorities during peak volume times;
• Perform end user technical support for office and remote personnel to ensure prompt restoration of service on a variety of systems and applications;
• Installation, configuration, maintenance and troubleshooting of existing workstation environments including imaging and complete system setups;
• Research problems and questions utilizing available information and resources to diagnose and resolve hardware, software and system issues;
• Create, test and develop current Workstation images. Test, evaluate, and package software and applications for workstation distribution;
• Identify and escalate situations that require immediate attention ;
• Partner with members of the business and support teams to improve technical knowledge information sharing;
• Serve as an escalation point for Service Desk support functions;
• Participate in projects and ad hoc duties as required;
• Responsible for documenting installation and support procedures;
• Maintain compliance with ComplexCare Solutions policies, procedures and mission statement;
• Adhere to all confidentiality and HIPAA requirements as outlined within ComplexCare Solutions Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
• Fulfill those responsibilities and/or duties that may be reasonably provided by ComplexCare Solutions for the purpose of achieving operational and financial success of the Employer.

Job Requirements:

• Minimum of 3 years of level 2 desktop experience;
• Proficient in Microsoft Office suite including Word, Excel, Visio and PowerPoint;
• Experience with ticketing systems. (ManageEngine Service Desk preferred);
• Recent industry standard technical certifications such as MCSA, MCSE, MCTS, MCITP, Network+, A+, CTP+, Security+, CCNA preferred;
• Strong knowledge of the Microsoft Product Line, including Office and Windows;
• Strong understanding of Active Directory / Group Policy;
• Experience with Exchange administration (Office 365) preferred;
• ITIL Foundations (v2011, v3, or v2) certification preferred;
• Strong verbal and written communication skills;
• Ability to work in a fast paced environment;
• Strong organizational/prioritization skills and ability to multi-task with close attention to detail;
• Customer service and results oriented;
• Excellent time management skills;
• Ability to multi-task with close attention to detail; and
• Proven ability to work effectively under pressure & meet deadlines.

Education:

• Minimum of an Associate's Degree in Information Technology or related degree required, Bachelor degree preferred or equivalent experience.