Service Desk and Endpoint Administrator
vTech Solution
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:
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.
- 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.
- CompTIA A+ certification.
- CompTIA Network+ certification.
- Microsoft 365 Fundamentals certification.
- Microsoft Endpoint Administrator certification.
- ITIL 4 Foundation certification.
- HDI Support Center Analyst certification.
- 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.
- Part-time/shared assignment with an estimated allocation of 72-96 hours per month.
- Primarily remote work with scheduled onsite support in Alameda.
Vacancy posted 14 hours ago
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