Endpoint Svcs Lead
- 📁
- Business Professional
- 📅
- Oct 04, 2024 Post Date
- 📅
- 240270TM Requisition #
Children’s Minnesota is one of the largest pediatric health systems in the United States and the only health system in Minnesota to provide care exclusively to children, from before birth through young adulthood. An independent and not-for-profit system since 1924, Children’s Minnesota is one system serving kids throughout the Upper Midwest at two free-standing hospitals, nine primary care clinics, multiple specialty clinics and seven rehabilitation sites. As The Kids Experts™ in our region, Children’s Minnesota is regularly ranked by U.S. News & World Report as a top children’s hospital. Find us on Facebook @childrensminnesota or on Twitter and Instagram @childrensmn. Please visit childrensMN.org.
Children’s Minnesota is proud to be recognized by Modern Healthcare as one of 2023’s Top Diversity Leaders. The national honor recognizes the top diverse healthcare executives and organizations influencing public policy, care delivery, and promoting diversity, equity and inclusion in their organizations and the industry.
Position Summary
The Endpoint Services Support Specialist Lead provides moderately complex technical support and assistance to Children's MN employees and contract staff. This role is Tier 2 support including, but not limited to, installation, configuration, troubleshooting, repair and replacement of end user facing Windows, iOS and Android endpoints, peripherals and applications. Additionally, this role provides a mix of Tier 1 and Tier 2 support for our VoIP telecommunications infrastructure, Wired, Wireless and RTLS network infrastructure, and data closet equipment. End user training and technical advice / guidance is also a function of this role. Prompt and courteous customer service is both emphasized and expected. Ability to effectively communicate both in writing and in conversation is a must. This role leads and directs the work of others within the Endpoint Services team. Coaches and mentors team to create team efficiencies and inform leadership regarding performance management issues. Communicates regularly with both organizational and department leadership, project managers and peers too effectively coordinate resources and meet organization goals. Must be comfortable working in patient care environments. This role may also be responsible for staffing a customer facing walk-up window and virtual support for remote workers.
License/Certification/Registration required? No
Preferred Certifications:
*ITIL Foundations Certification preferred within 24 months.
*HP Support ¿ Desktops, Workstations and Notebooks Certification preferred within 90 days of employment.
*CompTIA A+ Certification required to achieve within 12 months.
*CompTIA Network+ / Security+ Certification required to achieve within 12 months.
Education:
*Associate's or Bachelor's Degree, or technical institute degree/certificate or equivalent work experience.
Experience:
*Typically has 4 or more years of IT work experience with demonstrated working knowledge of hardware and applications and problem solving/troubleshooting skills.
*Experience providing Tier 2 end user support of endpoint hardware, operating systems and applications.
*Experience supporting virtual desktop infrastructure (VDI) environments preferred.
*Experience supporting Microsoft Office 365 preferred.
*Experience using Microsoft SCCM, Microsoft Intune and VMWare Workspace One to deploy OSs and applications to endpoints preferred.
*Experience using ServiceNow for managing service tickets and requests preferred.
*Experience maintaining or implementing core telecommunications systems including phone systems, voice mail system and call accounting systems preferred.
*Experience with Avaya systems and VoIP telephony hardware preferred.
*Experience in design, implementation and maintenance of complex data and voice networks preferred.
*Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes is preferred.
*Experience providing Tier 2 support virtually to remote workers preferred.
*Experience in participating in cross-functional project team environments.
*Experience in working and collaborating with diverse groups of people.
*Experience in training or mentoring peers preferred.
*Experience managing people is preferred.
Knowledge/Skills/Abilities:
*Strong technical knowledge of enterprise endpoint hardware solutions and their components including desktop PCs, laptops, workstations, mobile devices, zero/thin clients, printers/MFDs, VoIP desk phones, and peripherals.
*Comprehensive technical knowledge of configuration and end user support of endpoint operating systems (Windows, ChromeOS, Apple, iOS, Android) and end user facing application support (local / client/server / SaaS/web/cloud based) required.
*Working technical knowledge of data and communication protocols, wired and wireless network infrastructure hardware support and configuration (Access Points, Routers, Switch Panels, UPSs, network circuits, low voltage cabling and ATS equipment) and real time location systems (RTLS) support and configuration preferred.
*Working technical knowledge of Nurse Call Systems preferred.
*Service oriented attitude and ability to establish and maintain effective working relationships with other colleagues and end users in entry level to executive positions.
*Able to read, write and understand technical manuals and standard work documentation.
*Ability to act in a consultative role to understand functional business processes, related information technology needs, and develop solutions and service delivery proposals.
*Ability to train, mentor and coach peers with less experience.
*Ability to provide technical escalation support to peers with less experience.
*Effective interpersonal skills and relationship-building skills.
*Strong written and oral communication skills.
*Ability to present ideas in user-friendly language.
*Strong analytical and problem-solving abilities.
*Able to prioritize and execute tasks in a high-pressure environment.
*Willingness to work scheduled on-call hours as part of team rotation.
*Willingness to travel within the Twin Cities metropolitan area.
*Willingness to provide virtual support to remote workers in Tier 2 capacity.
*Ability to manage people and resources to effectively and efficiently meet organization goals.
*Ability to effectively present information and respond to questions from groups of managers and other internal customers.
*Ability to deal effectively with the changing priorities of the organization, the industry, and customers.
*Ability to contribute to planning, organization and managing of project teams using a structured delivery methodology.
Physical Demands
Please click here to view the Physical Demands
The posted pay range represents rates for a grouping of multiple jobs within a salary grade. We carefully consider a wide range of factors including but not limited to market indicators for the specific role, the skills, education, training, credentials and experience of the candidate, and organizational needs. Base pay is just one piece of the total rewards program offered by Children’s Minnesota.
All job offers are contingent upon successful completion of an occupational health assessment, drug screen, background investigation, and compliance with the U.S. Government Form I-9, Employment Eligibility Verification. Children’s Minnesota requires proof of COVID-19 vaccine, and as recommended by the Centers for Disease Control and Prevention (CDC), immunity to vaccine preventable infectious diseases, prior to employment.
Children’s Minnesota is proud to be an equal opportunity employer whose staff is representative of its community and considers qualified applicants for open positions without regard to race, color, creed, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.
Preferred Certifications:
*ITIL Foundations Certification preferred within 24 months.
*HP Support ¿ Desktops, Workstations and Notebooks Certification preferred within 90 days of employment.
*CompTIA A+ Certification required to achieve within 12 months.
*CompTIA Network+ / Security+ Certification required to achieve within 12 months.
Education:
*Associate's or Bachelor's Degree, or technical institute degree/certificate or equivalent work experience.
Experience:
*Typically has 4 or more years of IT work experience with demonstrated working knowledge of hardware and applications and problem solving/troubleshooting skills.
*Experience providing Tier 2 end user support of endpoint hardware, operating systems and applications.
*Experience supporting virtual desktop infrastructure (VDI) environments preferred.
*Experience supporting Microsoft Office 365 preferred.
*Experience using Microsoft SCCM, Microsoft Intune and VMWare Workspace One to deploy OSs and applications to endpoints preferred.
*Experience using ServiceNow for managing service tickets and requests preferred.
*Experience maintaining or implementing core telecommunications systems including phone systems, voice mail system and call accounting systems preferred.
*Experience with Avaya systems and VoIP telephony hardware preferred.
*Experience in design, implementation and maintenance of complex data and voice networks preferred.
*Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes is preferred.
*Experience providing Tier 2 support virtually to remote workers preferred.
*Experience in participating in cross-functional project team environments.
*Experience in working and collaborating with diverse groups of people.
*Experience in training or mentoring peers preferred.
*Experience managing people is preferred.
Knowledge/Skills/Abilities:
*Strong technical knowledge of enterprise endpoint hardware solutions and their components including desktop PCs, laptops, workstations, mobile devices, zero/thin clients, printers/MFDs, VoIP desk phones, and peripherals.
*Comprehensive technical knowledge of configuration and end user support of endpoint operating systems (Windows, ChromeOS, Apple, iOS, Android) and end user facing application support (local / client/server / SaaS/web/cloud based) required.
*Working technical knowledge of data and communication protocols, wired and wireless network infrastructure hardware support and configuration (Access Points, Routers, Switch Panels, UPSs, network circuits, low voltage cabling and ATS equipment) and real time location systems (RTLS) support and configuration preferred.
*Working technical knowledge of Nurse Call Systems preferred.
*Service oriented attitude and ability to establish and maintain effective working relationships with other colleagues and end users in entry level to executive positions.
*Able to read, write and understand technical manuals and standard work documentation.
*Ability to act in a consultative role to understand functional business processes, related information technology needs, and develop solutions and service delivery proposals.
*Ability to train, mentor and coach peers with less experience.
*Ability to provide technical escalation support to peers with less experience.
*Effective interpersonal skills and relationship-building skills.
*Strong written and oral communication skills.
*Ability to present ideas in user-friendly language.
*Strong analytical and problem-solving abilities.
*Able to prioritize and execute tasks in a high-pressure environment.
*Willingness to work scheduled on-call hours as part of team rotation.
*Willingness to travel within the Twin Cities metropolitan area.
*Willingness to provide virtual support to remote workers in Tier 2 capacity.
*Ability to manage people and resources to effectively and efficiently meet organization goals.
*Ability to effectively present information and respond to questions from groups of managers and other internal customers.
*Ability to deal effectively with the changing priorities of the organization, the industry, and customers.
*Ability to contribute to planning, organization and managing of project teams using a structured delivery methodology.
Physical Demands
Please click here to view the Physical Demands
The posted pay range represents rates for a grouping of multiple jobs within a salary grade. We carefully consider a wide range of factors including but not limited to market indicators for the specific role, the skills, education, training, credentials and experience of the candidate, and organizational needs. Base pay is just one piece of the total rewards program offered by Children’s Minnesota.
All job offers are contingent upon successful completion of an occupational health assessment, drug screen, background investigation, and compliance with the U.S. Government Form I-9, Employment Eligibility Verification. Children’s Minnesota requires proof of COVID-19 vaccine, and as recommended by the Centers for Disease Control and Prevention (CDC), immunity to vaccine preventable infectious diseases, prior to employment.
Children’s Minnesota is proud to be an equal opportunity employer whose staff is representative of its community and considers qualified applicants for open positions without regard to race, color, creed, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.