Sr Analyst, Endpoint

Overview

Senior Analyst, Endpoint Support serves as the operational team lead and oversees day-to-day operations, analyzing and reviewing the department’s workload. The 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, exhibiting precision in communication across end-users and organizational tiers. The comprehensive nature of the Senior Analyst’s responsibilities highlights the crucial 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.

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.

• 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.

• 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.
• 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.
• 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

The benefits plans at Children’s Mercy are designed to meet the changing needs of our employees and their families. Start with market-competitive pay ranges. This role’s pay range begins at $28.20/hr; final offer based on education and experience. This position is not eligible to work remotely and requires onsite work at a Children’s Mercy location.

EEO/Disabled/Vet:
Children’s Mercy hires individuals based on job skills, expertise and ability to maintain professional relationships with fellow employees, patients, parents and visitors. The hospital does not discriminate based on 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 on hire. Children’s Mercy is smoke and tobacco free.