Endpoint Support Supervisor

Endpoint Support Role

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

Individuals within the Endpoint Support role are primarily responsible for operational support of endpoint devices used within the organization. In order to provide optimum services and solutions, these individuals partner with end user device engineers to understand user needs, resolve problems, and implement/support approved technical solutions. These individuals provide initial setups and support of endpoint devices. They troubleshoot IT-related problems and provide input/recommendations to endpoint hardware and software technologies.

Endpoint Support staff members support all policies, procedures, and standards for delivery and implementation. They may also perform a wide host of general management and administrative responsibilities. Individuals in this role require troubleshooting and customer service skills. They are organized, thorough, and have great attention to detail. This role also requires the ability to multi-task and handle frequent interruptions.

This associate will provide technical and tactical leadership for endpoint maintenance and support team and work with business analyst and customers. They will supervise and lead multiple projects/work initiatives/tasks concurrently.

Primary duties and responsibilities include:

• Works with business analysts, end user device engineers and customers to understand user Endpoint Support requirements
• Analyzes business workflows to address business needs
• Provides feedback and limited approvals regarding requirements
• Seeks and recommends improvements in Endpoint Support models
• Provides limited approvals for improvements in Endpoint Support models
• Recommends and tests new technologies
• Leads or consults on short-term or long-term Endpoint Support planning efforts with team members, customers and other IT groups
• Develops cost/time estimates
• Assesses/analyzes the need for and implements performance upgrades to PCs
• Designs and deploys endpoint support processes
• Plans and schedules the installation and deployment projects
• Supervises and can lead the planning, building, upgrading, and maintenance of endpoint
• Supervises the deployment of new or upgraded images, software and hardware for multiple endpoints
• Submits or updates configuration items within management tools
• Makes recommendations on configuration options
• Participates in and may recommend the design and implementation of equipment replacement plans
• Creates and contributes to technical knowledge articles
• Identifies and recommends new testing needs
• Leads and provides technical supervision for the planning, designing, and execution of testing efforts
• May participate in the unit testing for new deployments or new components and remediates problems
• Coordinates feedback on new software performance and testing
• Ensures that tests evaluate all possible impacts on the current systems or applications
• Provides technical assistance on issue assessment and resolution
• Works with manufacturers/vendors as needed
• Coordinates problem resolution among a variety of functional areas and provides subject matter expertise support for diagnosing and resolving problems
• Provides technical guidance to team members
• Researches, analyzes and recommends the implementation of software or hardware changes to rectify any problems
• Develops temporary solutions until permanent solutions can be implemented
• Partners with network and systems administration teams to ensure efficient operations of the desktop computing environment
• Documents and reviews solutions to common problems and responses for frequently asked questions
• Supports business continuity and disaster recovery requirements, methods and procedures based on established policies
• Implements contingency plans including reliable backup and restoration procedures, as needed
• Participates in the identification of vulnerabilities and mitigation strategies
• Participate in R&D efforts
• Provide recommendations per customer feedback
• Participate in review of vendor proposals
• Adheres to policies, procedures and standards
• Contributes to the development of policies, procedures and standards for Endpoint operational processes
• Evaluates and recommends new products for corporate standards list
• Ensures compliance with policies, procedures and standards
• Supports IT inventory/asset management processes
• Provide recommendations related to inventory control
• Provides on-the-spot training to end users
• Identifies training needs for end-users and the internal training organization
• Participates in the development of training materials, as directed
• Provides technical leadership coaching and mentoring to team members
• Provides performance feedback to associates and leadership
• Supports development and accuracy in endpoint technology knowledge
• Seeks opportunities for coaching/mentoring for team members
• Administers corrective actions when warranted

Required skills and qualifications include:

• Bachelor's Degree in Computer Science, certifications or equivalent work experience, ITIL v3 Certification, Industry Certifications
• Typically has 5 or more years in functional position or related work experience, education or training
• Advanced knowledge of commonly used applications and programs, such as Microsoft Office Suite, Adobe, alternate browsers
• Thorough knowledge working within ITIL framework with ability to leverage and implement best practices
• Skillful knowledge working in incident management ticketing system protocols
• Ability to troubleshoot and support wireless and wired connectivity
• Knowledgeable in the building, imaging and setup of new device deployments
• Customer Service oriented, and capable of comfortably working in a fast-paced team oriented environment
• Advanced ability to support citrix xendesktops and other virtual technologies
• Conference room (audio/visual) support
• Solid verbal and written communication skills

Work environment characteristics include:

• The work environment is generally quiet
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Physical and mental requirements include:

• Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling, repetitive motions, talking and hearing
• Visual requirement is for close vision, distance vision, peripheral vision and ability to adjust focus
• 25% or more time is spent looking directly at a computer
• Associate is frequently required to stand, walk (or otherwise be mobile)
• Ability to deal with stressful situations as they arise

Cencora offers compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.

Salary Range*: $72,200 - 103,290. This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law. The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory. Cencora is committed to providing reasonable accommodations to