End User Support Engineer

Nissan • Canton, MS

1d • Onsite

About The Position

We are looking for End User Support Engineer to join our team in Canton, MS (onsite). This role will be responsible for leading the EUC operations for the site and serving as the focal point for end users on all IS Infrastructure related activities for the facility. Additionally, this EUC Site Lead will supervise the team of managed services technicians who provide day-to-day EUC operational support to the end user community through the installation, configuration, upgrade and maintenance of personal computers, applications, mobile devices and peripheral equipment. A Day in the Life: Leads specific product delivery components / capability. Translating objectives into executable tasks and serves as a point of escalation, ensures quality, and drives continuous improvement. Ensure quality and continuous improvement. Partners with vendors on design and problem resolution; ensure minimal business disruption. Oversee scheduling, prioritization, and timely completion of Incidents, Tasks (IMACs) and special projects. Manage the resolution of Incidents, problems and tasks associated with EUC (IS End User Compute) equipment and software, and provide break/fix support, advice, and assistance to Users. Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Provide the highest level of desktop support escalation. Perform hands-on fixes at desktop level, including installing and upgrading software, installing hardware and configuring systems and applications. Engage internal teams and 3rd party vendors to resolve computer and/or application performance issues. Coordinate activities related to the desktop environment with other IT teams including testing, change management, evaluations, and implementation. Improve EUC support productivity by highlighting deficiencies and recommending changes in processes, and procedures. Develop procedures, training materials and knowledge base articles for the Service Desk and EUC support teams. Coordinate with other departments and business stakeholders on technology deployments, system upgrades and maintenance outages. Communicate maintenance schedules, operational issues and impacts to IT management and business users.

Requirements

• Bachelor’s degree in the field of computer science or information systems required.
• A minimum of 7 years experience managing day to day operational support in a 1,000+ PC environment required.
• In-depth, hands-on knowledge of and experience with enterprise and desktop applications, including Microsoft Office 365.
• Hands on knowledge and experience in Active Directory, networking fundamentals and troubleshooting including DNS and DHCP.
• Experience with device management and software distribution systems, including Microsoft SCCM and Microsoft Intune.
• Experience using ServiceNow as part of daily support operations, including incident management, request fulfillment, and knowledge-base utilization.
• Highly self-motivated and self-directed; Good analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Very strong customer service orientation.
• Excellent written, oral, interpersonal, and presentational skills.
• Experience working in a team-oriented, collaborative environment.

Nice To Haves

• Certifications in Microsoft products, ITIL are a plus.

Responsibilities

• Leads specific product delivery components / capability.
• Translating objectives into executable tasks and serves as a point of escalation, ensures quality, and drives continuous improvement.
• Ensure quality and continuous improvement.
• Partners with vendors on design and problem resolution; ensure minimal business disruption.
• Oversee scheduling, prioritization, and timely completion of Incidents, Tasks (IMACs) and special projects.
• Manage the resolution of Incidents, problems and tasks associated with EUC (IS End User Compute) equipment and software, and provide break/fix support, advice, and assistance to Users.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Provide the highest level of desktop support escalation.
• Perform hands-on fixes at desktop level, including installing and upgrading software, installing hardware and configuring systems and applications.
• Engage internal teams and 3rd party vendors to resolve computer and/or application performance issues.
• Coordinate activities related to the desktop environment with other IT teams including testing, change management, evaluations, and implementation.
• Improve EUC support productivity by highlighting deficiencies and recommending changes in processes, and procedures.
• Develop procedures, training materials and knowledge base articles for the Service Desk and EUC support teams.
• Coordinate with other departments and business stakeholders on technology deployments, system upgrades and maintenance outages.
• Communicate maintenance schedules, operational issues and impacts to IT management and business users.

Benefits

• Career Growth and Continuous Learning Opportunities: Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization.
• Rewards: Be supported with a Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees