End User Computing Specialist

TEKsystems•Linn Township, IA

1d•$25 - $30•Onsite

About The Position

The End-User Computing Support Analyst is responsible for delivering assistance to employees facing issues with software and hardware. This includes 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, exceptional service for both on-site and remote employees. This involves diagnosing the issue, providing resolutions per established procedures, and ensuring end users can resume their job responsibilities. The End-User Computing Support Analyst is also responsible for accurate tracking of company PC assets, updating knowledgebase information, and contributing to IT projects.

Requirements

Expertise with Windows 11 operating system, including configuration and troubleshooting.
Proficient in Active Directory for diagnosing employee application access issues.
Proficient skills in the Microsoft 365 suite (Teams, OneDrive, Outlook, SharePoint).
Strong understanding of software installation, configuration and troubleshooting.
Knowledge of virtualization technologies such as VMware and Citrix.
Experience in supporting employees in a bring-your-own-device environment using mobile application management (MAM) – Microsoft Authenticator, Outlook, OneDrive, etc. – to access corporate data on personal iOS/Android devices.
Demonstrated knowledge of networking concepts and troubleshooting to support in-office and remote employees with wired and wireless connectivity issues.
Proficient in diagnosing, repairing and replacing hardware components (laptops, desktops, peripherals).
Understanding of imaging tools to perform hardware upgrades and device refreshes.
Active directory
Troubleshooting
Help desk support
windows 11
Office 365
Powershell

Nice To Haves

MacOS experience is a plus.
Knowledge of digital experience (DEX) scoring a plus.

Responsibilities

Monitoring the incident management queue to manage and resolve customer issues within established service level timeframes.
Addressing escalated customer requests and incidents from the Service Desk.
Providing prompt, exceptional service for both on-site and remote employees.
Diagnosing issues and providing resolutions per established procedures.
Ensuring end users can resume their job responsibilities.
Accurate tracking of company PC assets.
Updating knowledgebase information.
Contributing to IT projects.
Review and update knowledge base articles as assigned.
Actively participate in knowledge-sharing sessions within the team, enabling all members to stay current with system updates and best practices.
Experience in contributing to IT projects, ensuring the team’s successful delivery of IT initiatives (e.g., hardware/software deployments).
Strong analytical and troubleshooting skills with the ability to resolve complex technical issues independently.
Ability to perform root cause analysis and provide proactive recommendations to improve system performance and user experience.
Demonstrated excellence in providing exceptional customer support and technical assistance in a courteous, prompt and professional manner.
Ability to oversee multiple customer requests and prioritize tasks in a demanding environment, ensuring prompt resolution within SLA (Service Level Agreement) timeframes.
Good written and verbal communication skills; ability to effectively document processes, technical solutions, and user interactions.
Proven ability to communicate technical issues to both technical and non-technical stakeholders in a clear and concise manner.
Ability to work effectively within a remote team environment and independently with minimal supervision.
Participate in team discussions to contribute to a positive support environment.
Experience in collaborating with cross-functional teams, such as IT cybersecurity and network teams, as part of the troubleshooting process.