EUC L2 Support Analyst

Job Title: EUC L2 Support Analyst

Location: Liberty St, New York, NY 10005

Job Description

We are seeking a dedicated EUC L2 Support Analyst with scripting experience to provide comprehensive technical support to end users. The ideal candidate will have a strong background in desktop and IT support, ensuring efficient resolution of user computing issues and seamless operation of IT services.

Key Responsibilities

• Provide Level 2 support for end users, addressing a variety of computing issues through phone, remote access, deskside, or on-site visits.
• Diagnose, resolve, and follow up on technical issues, ensuring minimal disruption to user productivity.
• Perform new hire device setup, imaging, and configuration.
• Utilize ticketing systems (e.g., ServiceNow) to accurately document and resolve tickets in accordance with service level agreements (SLAs).
• Manage and maintain device inventory, ensuring accurate tracking and availability of IT assets.
• Troubleshoot Office 365 productivity tools, VPN connectivity, and mobile devices.
• Adhere to client compliance standards and security protocols.
• Provide excellent customer service and clear, concise communication to users across various channels (in person, phone, email, remote tools).
• Write clear and effective documentation for internal processes and user guides.
  
  

Qualifications

• Minimum of 1 year(s) of relevant technical field experience.
• Strong experience in supporting Windows 10 environments.
• Prior experience in a Help Desk role and familiarity with ticketing systems such as ServiceNow.
• Experience in desktop support, IT support, and end user computing.
• Scripting experience (e.g., PowerShell, Bash) to automate tasks and improve efficiency.
• Excellent communication skills, both verbal and written, with a focus on customer service.
• Ability to balance multiple tasks in a fast-paced environment and work collaboratively in a team.
• Willingness to work extended hours or on nights/weekends as required.
  
  

Preferred Skills

• Familiarity with Office 365 and VPN troubleshooting.
• Experience with mobile device support.
• Strong work ethic and ability to maintain high standards while managing a diverse workload.