The Endpoint Support Technician provides hardware/software support, troubleshooting, customer service, and incident management for end-user computing devices, striving to meet SLAs.
The Endpoint Support Technician provides support to users of desktop computers, laptop computers, tablets, mobile communication devices, printers, and office equipment. Support may be on location or remote. Activities include provisioning, installation / set up, troubleshooting, providing basic training, technical guidance, and client support on usage of all equipment. Responds to requests for meeting room support including audio / visual equipment, remote access ability, and telephony. Responds to calls regarding system outages, troubleshooting, and resolving users' issues who are on location or working remotely. Strives to meet or exceed Service Level Agreements (SLAs).
Key Responsibilities
Hardware/Software Support
Incident Management
Customer Service
Minimum Requirements:
Preferred Experience:
USD 26.06 - 39.13 per hour
Compensation:
Hourly base pay rate is $26.06 - $39.13/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Key Responsibilities
Hardware/Software Support
- Performs support, troubleshooting, and resolves hardware and software issues for desktops, laptops, tablets, mobile phones, peripheral devices, and audio-visual equipment.
- Performs research and develops solutions for hardware and software issues.
- Provides basic user training on company-provided IT equipment.
- Carries out hardware asset life-cycle management, including maintaining records of physical assets.
- Provides recommendations to leadership on individual device upgrades or break-fix replacements.
- Performs preventative maintenance on all electronic devices and peripheral equipment.
Incident Management
- Responds to service requests regarding end-user computing devices as they arrive in the designated queue.
- Recommends solutions, resolves problems associated with incidents, and updates notes, as necessary.
- Updates tickets and provides team members with regular progress updates.
- Thoughtfully escalates issues to the appropriate teams.
- Understands and adheres to established SLAs.
Customer Service
- Exhibits excellent verbal and written communication skills.
- Ability to work effectively in a team environment.
- Easily adjusts to changing priorities or projects.
- Maintains a calm, professional tone when consulting with team members.
- Delivers an awesome team member experience.
Minimum Requirements:
- High School Diploma/GED and 3 years' experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience; or 5 years' experience in a related field
- Working experience supporting end-user computing devices
- Working experience troubleshooting Windows 11 and Mac operating systems
- Working experience troubleshooting mobile operating systems (iOS and Android)
- Working experience working with a ticket management/service desk system
- Working experience in an ITIL-based environment
- Working experience as a participant in a change management process
- Strong Microsoft Office support experience
- Must exhibit excellent customer service skills
- Technical certifications such as CompTIA A+, Microsoft Certification (MCP, MCDST, or other)
- Apple Certified Support Professional (ACSP)
- Working experience in audio-visual collaboration technologies
- Working experience with Service Now
Preferred Experience:
- Working experience with Active Directory
- Working experience with Microsoft Endpoint Manager
- Working experience with Exchange Admin Center
- Working experience with home wireless to corporate network technologies
USD 26.06 - 39.13 per hour
Compensation:
Hourly base pay rate is $26.06 - $39.13/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Top Skills
Acsp
Active Directory
Android
Comptia A+
Exchange Admin Center
iOS
Itil
macOS
Mcdst
Mcp
Microsoft Endpoint Manager
MS Office
Service Now
Windows 11
Similar Jobs at Cox Enterprises
Automotive • Cloud • Greentech • Information Technology • Other • Software • Cybersecurity
The Account Executive II will manage sales execution, pipeline development, and drive revenue for hybrid cloud and managed services, engaging executive buyers and leveraging cloud partnerships.
Top Skills:
AWSAzureGCPSalesforce
Automotive • Cloud • Greentech • Information Technology • Other • Software • Cybersecurity
Handle inbound calls and emails regarding auction operations, assist customers, document inquiries, and facilitate communication with internal departments.
Top Skills:
Home Networking RouterModemWindows Pc
Yesterday
Automotive • Cloud • Greentech • Information Technology • Other • Software • Cybersecurity
The Director leads the strategic development of the Service Provider Network, optimizing vendor management, driving innovation, and ensuring compliance while fostering client satisfaction.
Top Skills:
Automated Service PlatformsFleet Technology
What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
