IT EUC Support Specialist

Job Description:

The End-User Computing Support Specialist is responsible for delivering assistance to employees facing issues with software and hardware. This involves monitoring the incident management queue to manage and resolve customer issues within established service level timeframes, which is essential to maintaining the company’s operational efficiency and end-user satisfaction.

Key responsibilities include addressing escalated customer requests and incidents from the Service Desk, and providing prompt, high-quality service for both on-site and remote employees. This involves diagnosing the issue, providing resolution per established procedures, and ensuring end users are able to resume their job responsibilities. The End-User Computing Support Specialist is also responsible for accurate tracking of company PC assets, updating knowledgebase information, and contributing to IT projects.

Qualifications:

-4-7 years' experience in advanced technical support roles, demonstrating progressive responsibility.

-Proven experience in mentoring and training junior team members and contributing to team growth and development.

-Ability to assist in the execution of IT projects, including hardware/software deployments, infrastructure upgrades, or migration projects.

-Hands-on experience with incident management, service desk escalation, and end-user support for a large-scale enterprise environment.

-Demonstrated experience with hardware and software troubleshooting in both Windows and MacOS environments, including laptops, desktops, and peripheral

devices.

-Experience using scripting for automation and solving common IT tasks.

-Experience supporting enterprise networks (LAN/WAN, VPN, DHCP, DNS) and familiarity with TCP/IP and network protocols.

Technical Skills:

• Operating Systems:

o In-depth expertise with Windows 10/11 and macOS operating systems, including advanced configuration and troubleshooting.

o Proficient in Active Directory management, including user account management, group policies, and organizational unit (OU) structure.

• Software:

o Advanced skills with Microsoft 365 suite (Teams, OneDrive, Outlook, SharePoint) and enterprise-level software deployments.

o Strong understanding of software installation, configuration, and troubleshooting.

o Experience with virtualization technologies such as VMware.

• Endpoint and Device Management:

o Proficient in using endpoint management systems like MCM (Microsoft Configuration Manager), Microsoft Intune, or equivalent for software deployments, patch

management, and device security.

o Knowledge of mobile device management (MDM) solutions and integration with enterprise environments.

• Networking:

o Understanding of networking concepts, including IP addressing, routing, switching, firewall configurations, and Wi-Fi troubleshooting.

o Basic knowledge of cloud computing platforms (Azure, AWS) and cloud-based network infrastructure.

• Hardware:

o Proficient in diagnosing, repairing, and replacing hardware components (laptops, desktops, servers, peripherals).

o Experience with imaging tools (Windows Autopilot) to perform hardware upgrades and device refreshes.

• Knowledge Management and Documentation:

o Review and update technical documentation as assigned, including standard operating procedures (SOPs), knowledge base articles, and troubleshooting

guides.

o Actively participate in knowledge-sharing sessions and ensure knowledge transfer within the team, enabling all members to stay current with system updates,

new technologies, and best practices.

• Project Management:

o Experience in contributing to IT projects, ensuring the team’s successful delivery of IT initiatives (e.g., hardware/software deployments, system upgrades,

network infrastructure enhancements).

Soft Skills and Attributes:

-Strong analytical and troubleshooting skills with the ability to resolve complex technical issues independently.

-Skilled in providing suggestions for process improvements to IT and team processes, such as defining incident/request workflows.

-Ability to perform root cause analysis and provide proactive recommendations to improve system performance and user experience.

-Knowledge of digital experience (DEX) scoring and benchmarking.

Education/Certifications:

-Associate Degree in Computer Science, Information Technology, or a related field or equivalent work experience in an IT environment.

-Microsoft (e.g., MCSA, MCSE), ITIL Foundation or another relevant technical certification (CompTIA A , Network , Security ) would be a plus.