We are seeking an experienced IT Endpoint Analyst to provide technical support and endpoint management for internal users across a global environment. The role will be responsible for resolving hardware, software, operating system, account, and endpoint-related issues while delivering a high standard of customer service.
The ideal candidate will have strong experience supporting Windows and Mac environments, troubleshooting endpoint issues, managing service requests, and working with enterprise IT tools and processes.
Key Responsibilities
- Provide L1/L2 technical support through helpdesk tickets, phone, email, self-service, and walk-up requests.
- Diagnose and resolve Windows and Mac endpoint hardware and software issues.
- Install, configure, maintain, and upgrade Windows and macOS operating systems and client applications.
- Manage and troubleshoot user accounts, access, workflows, and endpoint-related issues.
- Support Microsoft 365, Active Directory, and Windows Server environments.
- Use IT service management tools to log, track, prioritize, and resolve incidents and service requests.
- Perform troubleshooting, log analysis, root-cause investigation, and service optimization.
- Escalate complex or high-priority incidents to appropriate technical teams.
- Document troubleshooting steps, resolutions, and service activities accurately in the ITSM platform.
- Support endpoint deployment, patching, software distribution, and configuration management.
- Assist with SCCM/MECM and JAMF administration and endpoint management activities.
- Develop and maintain standard operating procedures, technical documentation, and customer service guidelines.
- Participate in global IT initiatives, projects, and continuous improvement activities.
- Provide a high level of customer service, communication, and technical support to internal users.
Required Qualifications & Skills
- 3+ years of experience in Information Technology, Desktop Support, Endpoint Support, or a related field.
- Hands-on experience administering and troubleshooting Windows and macOS client environments.
- Working knowledge of Microsoft 365, Active Directory, and Windows Server.
- Strong endpoint troubleshooting and problem-solving skills.
- Experience with IT service management, incident management, and service request processes.
- Ability to prioritize and manage multiple incidents and requests with minimal supervision.
- Strong understanding of endpoint software installation, maintenance, upgrades, and configuration.
- Excellent organizational, written, verbal, and interpersonal communication skills.
- Strong customer-service mindset with the ability to work effectively with technical and non-technical users.
- Ability to work independently, exercise sound judgment, and escalate issues appropriately.
- Flexibility to support occasional after-hours, overtime, or on-call requirements when needed.
Preferred Qualifications
- Experience with Microsoft SCCM/MECM.
- Experience with JAMF Pro for macOS management.
- Knowledge of endpoint security, patch management, and software deployment.
- ITIL certification or experience working within an ITIL-based environment.
- Microsoft certifications such as MCP or equivalent.
- Experience working in a global IT support organization.