End User Computing Technician- L2
About The Position
The End User Computing Technician Level 2 is an intermediate-level support position on the End User Computing Services team responsible for supporting desktop and end-user computing functions across a site or region. The End User Computing Technician Level 2 is responsible for providing timely support and contributing to a positive end-user experience while ensuring that users adhere to standards and are compliant from a security, policy, approved software/device use, and license compliance perspective. Coordinates and delivers End User Support based on the incoming flow of service desk tickets and priorities set forth by the management of the End User Computing Services team. This role supports C-suite and high-level executives.
Requirements
- Working knowledge of endpoint devices (PC’S, Macs, Mobile Devices - IOS & Android), Active Directory, Microsoft Windows Desktop operating systems and Server editions
- Troubleshooting of PC’S, mechanical logic and network infrastructure.
- Outstanding customer service.
- Must achieve A+ Certification within 12 months of accepting the position.
- Must achieve ITIL Foundation Certification within 18 months of accepting the position.
- Must achieve Azure Fundamentals certification within 18 months of accepting the position.
- Knowledge of conference room audio visual technology as well as Microsoft Teams Meeting and Microsoft Teams Live Event setup and execution.
- Ability to adapt, adjust and respond to evolving and quick-changing circumstances.
- Associate degree required.
Nice To Haves
- Bachelor’s Degree preferred.
Responsibilities
- Provide in-person or remote desktop/end-user support services for Hayward employees, manufacturing computer systems, and warehouse operations systems.
- Performs installation of hardware and software as needed by the end users or as directed by the End User Computing leadership team.
- Provides support to and trains users in the use of Hayward IT solutions and services.
- Monitors and maintains system availability and stability.
- Prepares and maintains documentation for end-user training as well as network documentation used by the End User Computing team.
- Windows Server administration
- Network service administration
- Subject matter expert and center of excellence assignment and primary responsibility for key End User Computing technologies and processes.
- Provides support to and trains users in local area network usage, device and peripheral usage including endpoints, mobile devices, manufacturing floor systems, warehouse operations systems, scanners, telephony, and AV solutions.
- Responds to maintenance/service incidents and requests submitted by the end-user community.
- Acts as smart hands to support Infrastructure Services activities in Networking, Servers and Storage.
- Participates as a resource on projects as tasks are assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
