End User Support Engineer I

Hibu•Columbus, OH

1d•Onsite

About The Position

Are you passionate about technology and love helping people solve problems? As an End User Computing Support Engineer I, you’ll be on the front lines of our technology experience, ensuring employees across the organization have the tools, systems, and support they need to do their best work every day. This role is ideal for someone who enjoys troubleshooting issues, answering questions, and guiding users on software and hardware. You’ll collaborate with teammates across IT and the broader business to support employees working both in the office and remotely, all while delivering excellent customer service in a fast-paced environment.

Requirements

Experience providing end-user or technical support in a large, enterprise-level environment
Strong working knowledge of Windows and macOS operating systems, standard desktop applications, and cloud-based tools
Experience supporting collaboration technologies, including email and video conferencing platforms
Familiarity with Active Directory, including basic Group Policy management
Experience with endpoint management and software deployment tools such as SCCM and/or Intune
Working knowledge of mobile device support (iOS) and endpoint security tools, including antivirus solutions
Basic understanding of networking concepts, including troubleshooting DNS and DHCP issues
Familiarity with office telephone systems
Strong attention to detail with a commitment to delivering accurate, first-time resolutions
Ability to work effectively in a fast-paced, technology-driven environment
Excellent verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences
Associate’s degree in Information Technology, Computer Science, or a related field, OR equivalent hands-on experience in an IT support role
1–2 years of experience supporting end users as part of an IT or help desk team

Responsibilities

Provide high-quality end-user technical support to employees across all locations
Support desktop and laptop operating systems, including Windows PCs and Apple Macs
Troubleshoot and support standard and customized software applications
Provide support for cloud-based tools and services, including Microsoft 365
Partner with third-party service providers to ensure consistent, end-to-end support
Meet or exceed established service-level agreements (SLAs) for issue resolution
Complete new hire onboarding and employee offboarding requests within defined SLAs
Build, configure, and deploy laptops for new and replacement devices
Work with other licensing teams to ensure software is properly licensed and accurately tracked
Collaborate with other EUC and IT teams to support major incidents and escalations
Follow established IT policies, procedures, and documentation standards
Create and maintain technical documentation and knowledge base articles
Communicate clearly and effectively with both technical and non-technical stakeholders
Train and support employees on proper system usage in accordance with security and compliance policies