Job Description

Our mission is to be a trusted workplace for team members to be their whole selves at work. A company that people love and positively impacts the lives of all whom we touch.

be your best self

At Interstate Batteries, you have the chance to be excellent at work and excellent at life. We know that professional success depends on personal wellbeing. That's why we want to enrich your life with the tools and services you need to succeed in every area of your life. Join us!

Purpose of Job

The Endpoint Technician supports Interstate's systems, services, and productivity tools utilized by Team Members while maintaining an exceptional end-user experience. This role will also perform analysis and find solutions to business or technical problems.

Job Components:

• Provide level-one technical support for all desktop applications and endpoint hardware using investigation techniques and analytical insight to resolve issues.

• Maintain and support video conferencing equipment to ensure working order.

• Build and configure user machines.

• Support Smartphones and mobile devices.

• Proactively monitor endpoint devices and systems to identify and resolve issues before they impact end-users.

• Assist with troubleshooting issues/problems by identifying root causes and implementing effective solutions.

• Work with limited information from clients to determine and diagnose the underlying problem.

• Log support activities in the ticketing system with detailed notes for tracking and future reference.

• Utilize training documentation and other resources to pinpoint and address the core issue.

• Perform system analysis and identify solutions to technical problems.

• Evaluate various solutions independently and recommend a course of action.

• Properly resolve assigned tickets or escalate to the appropriate support teams within the established service level agreements.

• Prepare and maintain documentation on problem resolutions, procedures, etc.

• Identify trends and patterns in reoccurring issues to reduce the number of tickets, analyzing them to provide recommendations for improvements.

• Implement procedural and process enhancements.

• Ensure endpoint devices comply with company security policies.

• Provide production support activities for assigned systems.

• Develop and communicate project/task estimates and project work plans.

• Coordinate with third-party vendors to ensure prompt and quality service delivery.

• Update and retain inventory hardware and accessories.

Qualifications:

• College degree in computer-related field or equivalent experience.

• Minimum 2 years experience in technical customer service.

• Minimum 2 years experience in information processing.

• Experience troubleshooting various operating systems.

• Proficient in various desktop applications and endpoint hardware with a strong ability to learn new technology quickly.

• Ability to assess, analyze, and resolve technical issues quickly.

• Strong analytical and problem-solving skills coupled with the ability to think logically and practically.

• Effective listening, comprehending, and verbal and written communication skills to communicate promptly to individuals and to understand and address their needs.

• Willingness to adapt quickly to evolving technologies and business needs.

• Strong organizational skills with the ability to manage multiple priorities and deadlines under direct supervision.

• Highly self-motivated and independent.

• Ability to consider different possibilities and make independent decisions based on experience to resolve issues effectively.

Scope Data:

• Interact professionally with various internal departments and the user community.

• Apply independent thought, originality, and reasoning to provide input on decisions.

• Manage various projects from beginning to completion.

• Exercise discretion in allocating resources efficiently to assist IT Support activities.

• Exemplify Interstate’s Purpose and Values.

Work Environment:

• Ability to sustain posture in a seated position for prolonged periods of time.

• Regularly required to use hands to grasp or handle.

• Ability to talk and hear.

• Specific vision abilities include close vision, depth perception and ability to adjust focus.

• Ability to occasionally lift and/or move 20+ lbs.

• Occasional on-call and after-hours duties.

Note: We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

Interstate Batteries provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Interstate Batteries complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Interstate Batteries expressly prohibits unlawful discrimination on the basis of age, race, color, religion, creed, sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, medical condition, genetic information, national origin, ancestry, disability (mental and physical), marital status, military status, veteran status, citizenship or any other characteristic protected under applicable local, state or federal law.