Sr Analyst, Endpoint Support

Overview

Senior Analyst, Endpoint Support serves as the operational team lead and oversees day-to-day operations, analyzing and reviewing the department's workload. Senior Analyst serves as the final internal escalation point, ensuring efficient troubleshooting and repair solutions before escalating to the next support tier. The Sr. Analyst oversees final review of all support documentation and provides approval, ensuring relevance and usefulness post-project implementation. This role actively addresses emerging support trends and leads the team on major incident calls, exhibits precision in communication across end-users and organizational tiers. The comprehensive nature of the Senior Analyst's responsibilities highlights the crucial nature of the role in upholding operational excellence and fostering clear communication within the Endpoint Support team.

At Children’s Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity.

Additionally, it’s important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve, as well as the Children’s Mercy staff, we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found non-immune to measles, mumps, rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus, diphtheria, acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position, you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines, medical and/or religious exemptions can be further discussed with Human Resources.

Responsibilities

• Plays a pivotal role in crafting knowledge base articles and documentation related to implemented or newly discovered items.
• Represents and leads the department in organizational project work, demonstrating leadership.
• Provides guidance and expertise to team members around Tier 2 technical support for a comprehensive set of endpoints, including desktops, laptops, tablets, VoIP phones, and other associated peripherals connected to our network.
• Provides expert troubleshooting, knowledge, and guidance to peers for organizational applications used by end users at Children?s Mercy.
• Leads the day-to-day administration and maintenance of Endpoint hardware and software systems, ensuring optimal performance.
• Acts as final internal escalation point for technical issues, provides training, and reviews and audits departmental work for accuracy.

Qualifications

• Bachelor's Degree (Preferred) and 5-7 years experience in customer service, technical support, or other similar experience. This is a technical position requiring both a firm basic education and experience in the field. Since this is a more senior position, the theory and advanced problem-solving skills acquired either through post-secondary education or through more extensive on-the-job experience are necessities. or
• Associate's Degree and 7 or more years experience in customer service, technical support, or other similar experience. This is a technical position requiring both a firm basic education and experience in the field. Since this is a more senior position, the theory and advanced problem-solving skills acquired either through post-secondary education or through more extensive on-the-job experience are necessities. or
• HS diploma or equivalent and 10+ years' experience in customer service, technical support, or other similar experience. This is a technical position requiring both a firm basic education and experience in the field. Since this is a more senior position, the theory and advanced problem-solving skills acquired either through post-secondary education or through more extensive on-the-job experience are necessities.
• CompTIA A+ certification Preferred
• CompTIA N+ certification Preferred
• CompTIA S+ certification Preferred
• Microsoft Technology Associate (MTA) Preferred
• Microsoft 365 Certified: Fundamentals Preferred
• Apple Certified Support Professional (ACSP) Preferred
• Jamf Certified Associate Preferred

Benefits at Children's Mercy

The benefits plans at Children’s Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families.

Starting Pay

Our pay ranges are market competitive. The pay range for this job begins at $28.20/hr, but your offer will be determined based on your education and experience.

EEO Employer/Disabled/Vet

Children’s Mercy hires individuals based on their job skills, expertise and ability to maintain professional relationships with fellow employees, patients, parents and visitors. A personal interview, formal education and training, previous work experience, references and a criminal background investigation are all factors used to select the best candidates. The hospital does not discriminate against prospective or current employees based on the race, color, religion, sex, national origin, age, disability, creed, genetic information, sexual orientation, gender identity or expression, ancestry or veteran status. A drug screen will be performed upon hire. Children’s Mercy is smoke and tobacco free.

CM is committed to creating a workforce that supports the diverse backgrounds of our patients and families. We know that our greatest strengths come from the people who make up our team, so we hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our hospital stronger and our patient care more compassionate.

If you share our values and our enthusiasm for service, you will find a home at CM. In recruiting for our team, we welcome the unique contributions that you can bring, including education, ideas, culture, and beliefs.

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