Job Description

Summary

The Endpoint Support Technician, Lead provides senior-level technical support for all endpoint devices and serves as the primary escalation point for complex issues. This role coordinates daily team operations, ensures service quality and SLA compliance, mentors team members, and leads endpoint-related projects. The Lead partners with management to drive process improvement and operational excellence across the endpoint support function.

Essential Duties and Responsibilities

• Serve as the primary escalation point for complex endpoint and service desk issues, ensuring timely and effective resolution.
• Coordinate daily work assignments and monitor ticket queues to ensure SLA compliance and balanced workload distribution.
• Mentor and train Endpoint Support Technicians I and II, providing guidance on troubleshooting, best practices, and professional development.
• Lead endpoint-related projects, including technology moves, refresh cycles, and implementation of new tools or procedures.
• Collaborate with IT leadership and other teams to resolve cross-functional issues and support organizational initiatives.
• Review and improve endpoint support documentation, processes, and asset records.
• Support advanced imaging, patching, compliance, and specialized device management tasks.
• Participate in the evaluation and selection of endpoint technologies and tools.
• Provide input on team performance and assist with onboarding and cross-training of new staff.
• Maintain a high standard of customer service and operational reliability.

Educational Requirements

• High school diploma or equivalent required.
• Must be able to communicate effectively in English, both verbally and in writing.
• College preferred.
• Must obtain at least one advanced, approved industry certification (approved by leadership), such as:
• CompTIA A+ or Network+
• Microsoft Endpoint Manager
• ITIL Foundation
• Apple Certified Support Professional (ACSP)
• Other certifications approved by department leadership

Physical Requirements

• Ability to lift and move equipment up to 50 lbs.
• Frequent standing, walking, and bending during equipment installation and troubleshooting.
• Ability to work in various environments including office and clinical settings.

Skills and Qualifications

• 4+ years of experience in PC or endpoint support, with demonstrated expertise in resolving complex technical issues.
• Advanced knowledge of Windows, macOS, mobile platforms, and endpoint security.
• Experience coordinating team operations and leading projects.
• Strong mentoring, communication, and customer service skills.
• Proven ability to drive process improvement and maintain high service quality.
• Positive performance evaluations and peer/customer feedback.

Eligibility and Selection

• Must complete manager-led cross-training on advanced endpoint support and leadership tasks.
• Must hold at least one approved advanced industry certification (see above).
• Must demonstrate consistent, independent resolution of complex endpoint issues and leadership in team initiatives.
• Promotion is subject to available positions and competitive selection based on performance, initiative, and contributions to team and organizational projects, as determined by department leadership.