End Point Support Technician

End Point Support Technician

(Remote)

About Us: 

Matrix Medical Network is the nation’s leading independent provider of comprehensive in-home health assessments, serving Medicare Advantage, Managed Medicaid and Commercial patients across all 50 states. With a network of 3,000 + clinicians, we deliver personalized Whole Person Care that includes diagnostic testing, risk identification, medication management and preventive health education, empowering people to better manage acute and chronic conditions. Guided by our mantra- We see you. We hear you. We’ve got you.- and our core values of Integrity, Accountability, Trust, Respect and Passion, we are committed to creating a culture where both patients and teammates feel valued, supported and heard.

Why Work at Matrix? 

• The opportunity to work with one of the fastest growing companies in healthcare whose vision is to provide unparalleled quality and value to providers and members.
• A chance to work with great people on exciting projects.
• Our opportunities allow you to leverage your expertise and compassion, making a direct impact to the health and well-being of members.
• Competitive Compensation: Be rewarded for your effort and passion while making a difference in the community.

About the role:

Type: Full Time Hourly

Compensation: $30.19 - $45.29 per hour

Location: Fully Remote, must be in the United States

Hours: Full Time Days  

Benefits Offered to include: Medical, Dental, Vision, paid time off, paid holidays, 401K with company matching, voluntary life insurance, short term disability, long term disability, employee assistance program, health savings account, flexible spending accounts, additional voluntary benefits available. 

What to Expect:

Provides first and second level desktop and mobile device support for end users while also supporting and improving Mobile Device Management (MDM) operations. This role is responsible for the administration, maintenance, and support of desktop hardware, mobile devices, software, and related equipment in accordance with service level agreements.

Additionally, this position contributes to process improvement, asset lifecycle management, and serves as a subject matter expert in device provisioning and endpoint management. Strong technical troubleshooting, leadership, and customer service skills are required.

Duties and Responsibilities

End-User Support & Technical Services

• Provide first and second level support for desktops, laptops, tablets, mobile devices, and peripheral equipment.
• Respond to Service Desk requests via phone, email, voicemail, or ticketing systems.
• Diagnose and resolve hardware, software, and operating system issues; escalate when necessary.
• Record, track, and document service requests and incidents in the ticketing system.
• Perform system setups, imaging, and provisioning for new hires.
• Install, configure, and maintain endpoint devices in accordance with standards.
• Maintain desktop/laptop images and deployment processes.
• Collaborate with vendors to resolve technical issues.
• Participate in on-call support rotation.

Mobile Device Management (MDM) & Asset Oversight

• Support and improve MDM processes, policies, and device lifecycle management.
• Administer systems for tracking IT assets, inventory, and software licenses.
• Maintain accurate inventory of all endpoint devices and peripherals.
• Perform audits and ensure compliance with asset management and procurement standards.
• Manage provisioning, configuration, and decommissioning of mobile devices.
• Track quality and performance of devices throughout their lifecycle.

Process Improvement & Escalation

• Escalate complex issues to second- and third-level support teams and follow through to resolution.
• Respond to and assist with ticket escalations.
• Contribute to SLA compliance through effective prioritization and workload management.
• Create and maintain documentation including FAQs, knowledge articles, and user guides.
• Identify opportunities to improve support processes and user experience.

Collaboration & Leadership

• Build strong relationships with System Administrators, Network Teams, and business units.
• Advocate for end users to ensure high-quality and timely support.
• Assist with mentoring and coaching junior Service Desk staff.
• Support cross-training initiatives within the team.
• Contribute to workload distribution and team efficiency.

Education

• Associate degree required (Bachelor’s preferred)

Experience

• 3–5+ years of related IT support experience (desktop support, endpoint management, or MDM)

Certifications

• CompTIA A+ (required) or higher certification preferred

Core Competencies / Skills

• Desktop Administration & End-User Support
• Mobile Device Management (MDM)
• IT Asset Management (ITAM) & Inventory Control
• Hardware Installation & Troubleshooting
• Software Installation & Support
• Windows 10/11 Administration & Imaging (WDS)
• Office 365 / Microsoft 365 Suite
• Service Desk & Ticketing Systems
• User Administration (Active Directory or similar)
• Escalation & Incident Management
• Strong troubleshooting and problem-solving skills
• Excellent customer service and communication skills
• Time management and multitasking abilities
• Documentation and process improvement

Our Culture:

• We have a clear vision of where we are going, and we are guided by core values that embody our organization and our culture.
• We emphasizes innovation and growth, and you will be given the opportunities and tools to develop personally and professionally.
• We encourage and celebrate collaboration.
• We have a deep commitment to positively impact the communities in which we work and to make a difference in the lives of who we serve.

Matrix Medical Network is an Equal Employment Opportunity Employer. It is the policy of Matrix to provide equal employment opportunities without regard to race, color, religion, sex, gender identity or expression, pregnancy, age, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. It is also the policy of Matrix that qualified individuals with disabilities receive equal opportunity in regard to job application procedures, hiring, and all aspects of the employment process. Matrix is committed to the full inclusion of all qualified individuals. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Matrix to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship.  If reasonable accommodation is needed to participate in the job application or interview process, pre-employment testing, to otherwise participate in the selection process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact

MatrixHR@matrixhealth.net

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