Sr. Endpoint Support Technician

We are searching for a highly performing self-directed and customer-focused individual to support Endpoint technology for our Pensacola FL manufacturing location. The ability to communicate and collaborate across all levels of the organization (from shop floor to plant management) is a key to success in this position. The Sr. Endpoint Support Technician is a hands-on technical role responsible for delivering high-quality support across enterprise endpoint environments. This position provides direct support for desktops laptops mobile devices collaboration systems shop floor scanning/printing and related technologies while ensuring adherence to service standards SLAs and operational procedures. The role focuses on customer service excellence technical troubleshooting and maintaining endpoint reliability across the organization.

KEY RESPONSIBILITIES

Technical Support & Troubleshooting

• Provide hands-on support for PCs laptops printers scanners mobile devices video conferencing equipment and collaboration systems.
• Diagnose and resolve hardware software networking and peripheral issues.
• Support Windows 11 operating systems and Microsoft 365 applications.
• Assist with endpoint provisioning configuration imaging deployment and device lifecycle management.
• Perform device patching updates and compliance-related tasks.
• Escalate complex technical issues appropriately to engineering or management teams.

Ticket & SLA Management

• Review update and resolve tasks/tickets in accordance with defined SLAs.
• Accurately document troubleshooting steps resolutions and customer communications.
• Properly categorize and prioritize tickets to ensure efficient workflow.
• Follow established processes to maintain service consistency and quality.

Customer Service & Communication

• Serve as a primary point of contact for end users requiring technical assistance onsite.
• Deliver professional customer-focused support in person remotely or via phone.
• Communicate technical information clearly to non-technical users.
• Maintain a high standard of customer satisfaction and professionalism.

WORK ENVIRONMENT

• This position supports both office and manufacturing shop floor environments. Experience supporting large manufacturing operations is a must have.
• Fully hands-on technical role focused on direct user support.
• Supports enterprise-wide endpoint technologies.
• May require occasional after-hours support during major incidents or deployments.
• On-site presence will be required for this position.

• Strong verbal and written communication skills.
• Experience supporting enterprise endpoint environments including desktops laptops tablets mobile devices printers and AV/collaboration equipment.
• Experience configuring installing and supporting Zebra scanning devices and Zebra label printers is a requirement.
• Proficiency with Windows 10/11 and Microsoft 365.
• Experience with endpoint imaging patching and lifecycle management.
• Familiarity with SCCM Intune or other endpoint management platforms.

• Ability to troubleshoot and resolve hardware and software issues independently.

• Preferred Experience
• Experience with Cisco Webex platforms telephony or collaboration systems.
• Knowledge of endpoint security practices and device hardening.
• Exposure to automation tools or scripting (PowerShell preferred).
• Experience supporting geographically dispersed users.

• I.T. Bachelors degree preferred
• Two years minimum with a College or University program certificate or more than six years of related experience and / or training; or equivalent combination of education and experience with some formal training.