Fast Facts

The Endpoint Specialist provides on-site technical support and IT best practices education to senior executives at the company's headquarters in Reston, VA, while managing endpoint devices and contributing to IT projects.

Responsibilities: Key responsibilities include delivering technical support for endpoint devices, providing white glove service to senior executives, managing office technology, and contributing to endpoint management projects.

Skills: Required skills include expertise in PC/Mac operating systems, experience with endpoint management software, excellent customer service skills, and strong problem-solving abilities.

Qualifications: Preferred qualifications include three years of technical support experience and relevant IT certifications, such as Apple Certified Support Professional certification.

Location: The job is based onsite at the company's headquarters in Reston, VA, with a travel requirement of up to 5%.

Compensation: $53944 - $70000 / Annually

Job Description

SUMMARY: 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 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, iOS, and Android devices;
• Monitor endpoint devices for performance issues;
• Develop and enforce Intune policies 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 storage room and support desk at headquarters;
• Provide “smart hands” for headquarters networking infrastructure;
• Provide support for telephony hardware and conference room technology;
• Work with vendors as needed to support and maintain office technology and infrastructure;
• Maintain and administer the Apple Business Manager platform;
• Build best practice and training documentation for common business applications.

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’ experience providing technical support
• Equivalent combination of education and experience
• Must possess excellent customer service skills including both written and verbal communication
• Experienced in professional handling of escalated end-user events
• Experience with operating in PC/Mac operating systems
• Experience utilizing endpoint management software (e.g. Microsoft Intune)
• A/V setup/troubleshooting/operation experience for both physical and virtual meetings/events
• Able to track work accurately and consistently in a ticketing tool (e.g. ServiceNow)
• Exhibits a professional demeanor and can consistently manage positive interactions with executives
• Logical problem-solving, analytical, and conceptual thinking skills
• Proficient in business productivity software (Microsoft Word, Excel, PowerPoint, Outlook, Internet browsers)
• Strong attention to detail
• Excellent organizational and multi-tasking skills
• Ability to prioritize and meet deadlines
• Self-directed, able to work effectively with very limited supervision
• Flexibility to work outside of standard business hours on an exception basis
• Ability to travel 5% of the time
• Ability 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 to $70,000.00. Eligible employees may receive a bonus. This salary is not guaranteed, 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. 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.

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you can request the appropriate accommodation by contacting [email protected].

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Stride, Inc. is an equal opportunity employer. Applicants receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other basis prohibited by federal, state, or local law. Stride, Inc. complies with all legally required affirmative action obligations. Applicants will not be discriminated against because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.