Endpoint Technician

Overview:

Position Summary:

The AutoNation Desktop Support team provides world class service and desk side support to all internal corporate associates. The Desktop Support Technician will be taking receipt of escalated service desk support requests and troubleshooting them, documenting, analyzing, and resolving these requests.

Organizational Relationships:

Directly reports to Manager, Client Architecture / Level 2 Support / Desktop Support. Interacts with most, if not all, other IT departments on some level, mainly for troubleshooting and equipment set-ups. Also interacts with Facilities for placement of employees and computer equipment and Executive Support.

Job Responsibilities:

Install, configure, and perform minor repairs to various hardware, software, and peripheral equipment, following design or installation specifications.

Set up new hire equipment for HQ employees, ensuring proper installation of cables, operating systems, appropriate software, hardware, and configuration.

Respond to tickets and resolve issues in a proactive manner.

Perform on-site and remote technical support for all HQ associates.

Follow organizational guidelines for tracking inventory of all hardware and software resources.

Software deployment.

Microsoft AVD support

Dell Wyse Thin Client Backend configuration/Support

Mobile Device Management Configuration/support for HQ associates

Lead the Incident Queue administration (escalation, assignment, & organization).

Main POC for escalations

Executive Support

AV Support

Shipping equipment to HQ remote hires.

Lead a small team of Desktop Support Technician.

Provide leadership, guidance, and mentorship to fellow team members.

Weekly on-call support rotation.

Qualifications:

Ability to multi-task and prioritize workload efficiently and effectively.

Familiar with MS O365

Experience in trouble shooting Windows 10

AV Support experience

Excellent verbal/written communication and interpersonal skills.

Valid in-state driver's license and have maintained an acceptable, safe driving record.

High school diploma or equivalent

5-7 years’ experience in technology field

Windows 10 OS proficiency.

Azure Virtual Desktop Experience.

Experience using remote access tools (TeamViewer)

Ability to prioritize and understand urgency and impact.

Ability to write knowledgebase articles.

Interpersonal Skills:

Strong Customer Service skills

Exceptional listening skills

Excellent oral and written communication skills

Highly motivated individual.

Ability to carry out the day-to-day functions of their job description independently.

Ability to communicate clearly and succinctly.

Ability to compose grammatically correct, concise, and accurate notes.

Ability to work under pressure in a fast-paced environment.

Physical Requirements:

Must be able to lift 30 pounds.

Permanent