End User Computing Analyst

UMass Memorial Health•Worcester, MA

2d•$23 - $42•Onsite

About The Position

This position serves as a critical front-line technical role responsible for problem resolution for enterprise end-user equipment and systems, including PCs, laptops, thin clients, peripherals, printers, scanners, tablets, mobile phones, and email/application configuration on approved smart phones. The role involves imaging and software installation on end-user devices, logging and monitoring customer issues, providing customer updates, and maintaining Service Level Agreements. The analyst will also create knowledge base articles, provide configuration and deployment support for various end-user devices and software, activate cellular service, troubleshoot operating systems and applications, support file and print services, perform data backups, conduct performance testing, provide user instructions for new devices, manage device decommissioning, administer OS registry and active directory, utilize Ivanti Management Console, and troubleshoot network and virtual/telemedicine devices.

Requirements

High school diploma or equivalent.
Two (2) years technical customer service experience.
Demonstrated technical experience with PC hardware and software support environments.
A combination of expertise in Windows operating systems, IOS, and TCP/IP networking.
Solid knowledge base of Microsoft Office suite applications, and basic inter/intranet skills.
Ability to self-manage and to operate in an organized and efficient manner within a fast-paced environment.
Excellent interpersonal and customer communication skills, both verbal and written.
An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Nice To Haves

Associate’s degree.
Related certifications such as CompTIA A+, Microsoft Certified Professional (MCP) in end user computing technologies.

Responsibilities

Responsible for imaging and software installs on end user devices.
Logs and monitors customer questions, issues, and problems through resolution/completion.
Provides customer updates and status reports regarding open customer issues as appropriate.
Maintains Service Level Agreements set forth by the organization.
Creates knowledge base articles containing job aids for step-by-step instructions on how to use hardware or software, step-by-step installation instructions on how to install and configure hardware or software and how to triage and troubleshoot known hardware and/or software issues.
Provides configuration, deployment, and operational support of various end user devices and software/systems, including but not limited to, hardware devices, operating systems, workstations, mobile devices and operating systems, printers, scanners, barcode and document scanners, peripherals, and software applications throughout the organization.
Activates cellular service on mobile devices for various carriers.
Troubleshoots the installation/upgrading, configuration, troubleshooting and support of various Windows operating systems and compatible software applications.
Troubleshoots and supports file and print services.
Performs data and/or application backup and verification as necessary.
Conducts performance and functional testing on equipment and software and restores any data and/or applications as necessary. Adjusts configuration options as required for installation.
Provides appropriate instructions for users of newly installed devices.
Creates a data backup/archive for devices scheduled to be decommissioned, removes all software, data files, custom applications, licensed software, etc.
Verifies final disposition of assets (e.g. lease return, scrap, return to manufacturer for replacement, etc.) and gains approval for replacement or disposal of any failed devices. Delivers decommissioned devices to lessor for lease return, scrap, or to manufacturer for replacement.
Performs administration of OS registry level and active directory, including mobile device management.
Use of Ivanti Management Console for inventory, reports, and image deployment.
Identifies and troubleshoots network issues as it relates to end user devices.
Assists in the troubleshooting of virtual/telemedicine devices/carts and conference room equipment (e.g. projectors, TVs, codecs).