IT Endpoint Analyst

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The position summary states the general nature and purpose of the job. Overall accountabilities are defined in this section. The IT Endpoint Analyst takes a lead role in implementing and supporting associate productivity technology solutions, with a focus on continuous improvement, application of industry-recognized best practices, and standardization across the organization. This role is vital in the delivery and support of all associate productivity devices used across the business, and to helping bridge the gap between business users and IT technical resources.

The focus is on consultation, life cycle planning, diagnosis and resolution of technical issues, problem management, capacity planning, specification testing, and ensuring device and information security. The IT Endpoint Analyst is a leader who works with internal and external partners to meet associate’s productivity requirements and exceed employee experience expectations. By leveraging experience, leadership, self-motivation, and multi-tasking skills, as well as an understanding of cross-functional relationships, the IT Endpoint Analyst will help deliver process and associate productivity technology solutions supporting the business.

• Serves as a key liaison between associates and IT.
• Translates business needs into IT requirements for cost-saving initiatives, and requests for new associate productivity technology, system enhancements and upgrades.
• Participates in the testing and implementation of changes, enhancements, and upgrades to associate productivity solutions.
• Recommends innovative uses of existing associate productivity solutions to reduce manual effort, maximize the return on our investment, and drive continuous improvement.
• Assists in deploying new associate productivity solutions and operational processes in support of strategic business initiatives.
• Implements changes to associate productivity solutions with minimal impact to the business by following enterprise standards and procedures.
• Ensures appropriate life cycle management of endpoint software and hardware.
• Liaises with Architecture, Infrastructure and Security teams to prepare associates for new associate productivity equipment, systems, and processes.
• Serves as a point of escalation to the Service Desk.
• Travels to sites, when appropriate, to assist with issue resolution, deployments, and training.
• Prioritizes associate productivity solution issues and performs root cause analysis to quickly recover from service interruptions, and to prevent recurring problems.
• Maintains and enhances associate productivity solutions as required to support changing business and technical needs.
• Leads the support efforts for all associate productivity equipment such as desktop PCs, laptop PCs, tablets, scanners, printers, mobile devices, etc.
• Simplifies, standardizes, and automates wherever possible.
• Develops and maintains a working knowledge of new associate productivity technologies, keeps accurate inventories of equipment, systems, and processes, and updates the knowledge base of known problem resolutions.
• Abides by all policies, rules and regulations of the company including all…