Service Desk and Endpoint Administrator

Job Summary:


The Service Desk, Endpoint and Asset Administrator provides primary Level 1 and Level 2 IT support to employees, focusing on endpoint devices, user access, software, and asset management. This role involves managing service desk operations, device provisioning, onboarding/offboarding processes, inventory tracking, and technical documentation to ensure smooth and secure IT services.

Responsibilities:

• Receive, document, prioritize, resolve, and escalate IT incidents and service requests.
• Provide support via telephone, email, ticketing system, and remote tools.
• Support Windows desktops, laptops, peripherals, smartphones, printers, copiers, scanners, and communication devices.
• Troubleshoot Microsoft Office, Outlook, web browsers, VPN, internet connectivity, PDF tools, file sharing, and SaaS applications.
• Configure new and replacement computers according to security and configuration standards.
• Install software, drivers, VPN clients, endpoint protection, encryption, patching, and remote management tools.
• Manage user onboarding, transfers, access changes, and offboarding processes.
• Perform password resets, multifactor authentication enrollment, email group changes, shared mailbox access, and routine account administration.
• Support mobile device management for approximately 30 organization-issued smartphones.
• Manage printer/copier users and troubleshoot print drivers, network issues, and badge authentication.
• Maintain hardware and software inventory records, tracking asset tags, serial numbers, users, locations, warranties, licenses, purchase dates, and lifecycle status.
• Update asset records for deployments, transfers, repairs, replacements, returns, and retirements.
• Support annual physical inventory and equipment reconciliation.
• Maintain and update knowledge articles, user instructions, provisioning checklists, and troubleshooting procedures.
• Prepare ticket, asset, warranty, and license information for quarterly reporting.

Required Skills & Certifications:

• Windows 10/11 endpoint support experience.
• Proficiency with Microsoft Office, Outlook, and Microsoft 365 administration.
• Active Directory or Entra ID user administration skills.
• VPN and remote user support capabilities.
• Basic smartphone and mobile device management experience.
• Printer, copier, scanner, and network printing troubleshooting skills.
• Endpoint provisioning and software installation expertise.
• Experience with ticketing and remote support platforms.
• Hardware, software, warranty, and license inventory management.
• Strong customer service and communication skills.
• Minimum three years of service desk, desktop support, or endpoint administration experience.
• At least two years supporting Windows and Microsoft 365 environments.
• Experience with device provisioning, remote user support, onboarding, offboarding, asset tracking, and office equipment support.
• Associate degree, technical diploma, or equivalent professional experience.

Preferred Skills & Certifications:

• CompTIA A+ certification.
• CompTIA Network+ certification.
• Microsoft 365 Fundamentals certification.
• Microsoft Endpoint Administrator certification.
• ITIL 4 Foundation certification.
• HDI Support Center Analyst certification.

Special Considerations:

• Onsite presence required during transition periods, annual inventory, endpoint deployments, equipment refreshes, office moves, and backup coverage.
• Strong communication skills to interact effectively with non-technical users.
• Ability to independently manage multiple tickets and follow escalation procedures.
• Must be able to attend scheduled onsite activities in Alameda as needed.

Scheduling:

• Part-time/shared assignment with an estimated allocation of 72-96 hours per month.
• Primarily remote work with scheduled onsite support in Alameda.