Technician- End Point (AU1086)

About American University of the Caribbean School of Medicine

American University of the Caribbean School of Medicine (AUC), an Adtalem Global Education institution, is committed to training tomorrow’s physicians through international learning experiences, a diverse learning community, and an emphasis on social accountability and engagement. AUC is one of the most established medical schools in the Caribbean and focuses on community collaboration to benefit the health and well-being of the local communities, while enhancing the student learning experience. With campuses located in Sint Maarten and the United Kingdom, AUC has graduated more than 7,500 students and is accredited by the Accreditation Commission on Colleges of Medicine.

In our U.S. locations, we operate on a hybrid work model with three in-office days and two remote days per week. Starting Q1 2025, we will transition to a four-day in-office schedule, Monday–Thursday. This in-office time fosters creativity, innovation, communication, and stronger team relationships, supporting both individual and organizational success.

Visit aucmed.edu for more information, and follow on Twitter, Instagram, Facebook, and LinkedIn.

Opportunity at a Glance:

This position is based in St. Maarten, and candidates must be physically located on the island to be considered. Local candidates are strongly encouraged to apply, as we value contributing to the community and fostering local talent.

The End Point Technician is responsible for basic installation, maintenance and troubleshooting of various endpoint hardware and software within our institutional environment and by our remote users.  Activities include assigning and or completing daily incidents and task. -  Setup, configuration, maintenance, monitoring, troubleshooting and disaster recovery. 

Responsibilities

• The Endpoint Technician provides up to Tier 2 onsite and remote end-user support.

• Assess issues and provide solutions for problems that cannot be handled by Tier 1 support, escalates high impact endpoint or software related issues.

• Timely installation and repair of endpoint hardware, operating systems, firmware, software and peripherals.

• Manages assigned ServiceNow incidents, tasks and requests. Maintain inventory accuracy of endpoint hardware.

• Tests new software and hardware for compatibility.

• Maintains a strong service excellence culture.

• Provide training on endpoint, software and peripheral usage. Participates as a technical resource needed in both large and small projects.

• Develops and updates SOP's, assist in the development of technology policies and procedures.

• Works closely across IT teams to ensure effective communication and project escalation.

• Based on departmental assignment, provides technical assistance with classroom audio-visual and computer hardware equipment, video conference systems, classroom computers, instructional software applications, AV digital media creation lab, and computer-based classrooms and thoroughly document all support issues and resolution.

• Completes other duties as assigned.

• Performs other duties as assigned

• Complies with all policies and standards

• Bachelor's Degree BS/BA degree in Computer Science, Networking, Required or
• related field, Required or
• equivalent industry experience. Required
• 3 years enterprise experience with Microsoft Windows Clients (Win10), MacOS in a Windows Server 2016, Active Directory environment. Required and
• Experience using SCCM or MS Intune (MDT/OSD) for imaging PCs. Required and
• Experience of supporting offsite end users via remote support tool. (LogMeIn Rescue and Configuration Manager). Required and
• Experience troubleshooting Macintosh OSX. Required and
• Experience with PowerShell and Scripting. Required and
• Experience supporting mobile devices (iPad, Android, Apple iOS). Required
• Knowledge of ITIL Framework.
• Knowledge of Windows and MacOS networking including DHCP, DNS, WINS, TCP/IP.
• Deep knowledge of hardware component repair (desktop, notebook, printer, audio visual technologies, other).
• Knowledge of the major client software packages (Latest MS Office Productivity Suite, MS Teams, Zoom, Anti-Virus, VPN, FTP, Adobe, Cisco Jabber, ServiceNow etc.).
• Knowledge of Microsoft Exchange mailbox management.
• Strong customer service and excellent communication skills along with the ability to work well with others in a team environment.
• Strong analytical skills with demonstrated problem solving ability.
• Self-starter with the ability to independently resolve problems.
• Ability to perform effectively in a fast-paced environment with short timelines. Ability to maintain high quality of work while supporting multiple critical projects.

Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation