ROLE SUMMARY
The Endpoint Analyst independently diagnoses and resolves issues related to endpoint connectivity, authentication, and security controls. This role analyzes escalated service desk tickets, leverages logs and security tools to identify root causes, and resolves incidents within defined service level agreements. The analyst applies a consistent, methodical troubleshooting approach while collaborating with IT and security teams.
About the Role
ROLE RESPONSIBILITIES
- Analyze and resolve escalated service requests from end users and IT teams. - Diagnose endpoint issues using user-reported errors, client-side logs, forwarded events, and vendor support tools. - Troubleshoot network, authentication, and security-related blocks impacting endpoints. - Develop and maintain knowledge articles to support consistent issue resolution. - Collaborate with infrastructure, security, and service desk teams to communicate findings and remediation steps. - Escalate incidents that e...