Job Description

The Endpoint Specialist delivers on-site technology support and IT best practices education to executives at the company's headquarters in Reston, VA. In addition to support services, this role contributes to Endpoint Engineering team projects, including enterprise endpoint management, technology administration, and hygiene and maturity initiatives. The specialist also manages in-office technology, such as networking infrastructure and conference room video/audio systems.

This role regularly interacts with company executives and therefore requires a professional demeanor and attire, and an ability to think quickly on your feet.

As part of a larger endpoint engineering and support team, the Endpoint Specialist is responsible for company-wide endpoint support and management. When not providing direct support to executives, the role involves planning and executing projects to enhance endpoint management. Additionally, the specialist assists with asset management, on-premise meeting support, and day-to-day office tasks.

ESSENTIAL FUNCTIONS:   Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

Provide on-site endpoint (PC, Mac, mobile devices) technical support by consistently and efficiently resolving complex endpoint (laptop, phone, tablet, hotspot, etc.) technology issues;Provide white glove support for senior executives with a group responsible for ensuring their endpoint technology is stable and operational 24x7x365;Provide technology support for intermittent offsite senior executive needs, or offsite executive events;Use remote control software (InTune, ConnectWise, etc.) to troubleshoot and resolve end user technical issues; Resolve technical issues as part of a Help Desk team, responding to daily operational support issues via help desk tickets, phone calls, and customer walk-ups while resolving or escalating as appropriate.Identify, research, document, and escalate complex technical problems.Advise customers of technology best practices, and hardware and software care and maintenance.Provide training for new team members.Oversee the deployment, configuration, and maintenance of endpoint software and devices.Implement and manage endpoint security measures, including antivirus, encryption, and threat detection.Technical Support: Provide technical support and troubleshooting for endpoint-related issues with Windows. Mac, Linux, iOS and Android devices.Monitor endpoint devices for performance issues.Develop and enforce intermediate policies in InTune for endpoint management and security purposes.Maintain detailed documentation of endpoint configurations, policies, and procedures.Contribute to and maintain knowledge base to enable consistent and comprehensive support and provisioning across all team members.Collaborate with other IT and Security teams to ensure seamless integration and operation of endpoint devices.Contribute to maintaining a proper inventory and organization of IT asset room and help desk area at headquarters.Provide “smart hands” for headquarters networking infrastructure.Provide support for telephony hardware and conference room technology. Work with corresponding vendors as needed to support and maintain office technology and infrastructure.Apple Business Manager administration – maintaining asset inventoryBuild best practice and training documentation for executives and office professionals to follow standards for document sharing and common business application best practices (using OneDrive instead of emailing attachments, etc.).

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

Certificates and Licenses: Any IT certifications or IT education are preferred.

REQUIRED QUALIFICATIONS:   

Three (3) years’ experiences providing technical supportEquivalent combination of education and experienceMust possess excellent customer service skills including both written and verbal communicationExperienced in professional handling of escalated end-user eventsExperience with operating in PC/Mac related issuesExperience utilizing endpoint management software e.g. Microsoft IntuneAV setup/troubleshooting/operation experience for both physical and virtual meetings/eventsAble to track work accurately and consistently in a ticketing tool (e.g. ServiceNow)Exhibits a professional demeanor and can consistently manage a positive interaction with executivesLogical problem-solving, analytical, and conceptual thinking skillsProficient in business productivity software (Microsoft Word, Excel, PowerPoint, Outlook, Internet browsers)Strong attention to detailExcellent organizational and multi-tasking skillsAbility to prioritize and meet deadlinesSelf-directed, able to work effectively with very limited supervisionFlexibility to work outside of standard business hours on an exception basis.Ability to travel 5% of the timeAbility to clear a required background check

PREFERRED QUALIFICIATIONS:

Administration in Microsoft Intune (policy improvements, device management, mobile device management)Apple Certified Support Professional certification

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is an office-based position. 5 days a week.  The noise level in the office is usually moderate (computers, printers, light foot traffic). 

Compensation & Benefits: Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level.  Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections.  Offers will typically be in the bottom half of the range.

We anticipate the salary range to be $53,944.50- $158,919.60. The upper end of this range is not likely to be offered, as an individual’s compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Eligible employees may receive a bonus. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. 

Job Type

Regular

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)