EUC Support Analyst 2

Sammons Financial Group • West Des Moines, IA

3d

About The Position

The End-User Computing (EUC) Support Analyst II is responsible for delivering assistance to employees facing issues with software and hardware. This involves 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, high-quality service for both on-site and remote employees. This involves diagnosing the issue, providing resolution per established procedures, and ensuring end users are able to resume their job responsibilities. The EUC Support Analyst II is also responsible for accurate tracking of company personal computer (PC) assets, participating in a 24x7 weekly on-call rotation, updating knowledgebase information, and contributing to Information Technology (IT) projects. Other duties include providing guidance and training to junior team members and contributing to process improvement initiatives.

Requirements

• Ability to work effectively within a remote team environment and independently with minimal supervision.
• Meticulous approach to documenting issues, procedures, and solutions; focused on ensuring accurate and complete records in ticketing systems.
• Comfortable adapting to rapidly changing priorities and new technology implementations in a dynamic work environment.
• High level of professionalism with a commitment to Sammons Financial Group Companies' values: Accountability, Connection, Openness, Respect, and Integrity.
• Ability to manage small projects, prioritize tasks, and meet deadlines efficiently while maintaining service quality.
• Proven experience in mentoring and training junior team members and contributing to team growth and development.
• Ability to assist in the execution of IT projects, including hardware/software deployments, infrastructure upgrades, or migration projects.
• Hands-on experience with incident management, service desk escalation, and end-user support for a large-scale enterprise environment.
• Demonstrated experience with hardware and software troubleshooting in both Windows and MacOS environments, including laptops, desktops, and peripheral devices.
• Experience using scripting for automation and solving common IT tasks.
• Experience supporting enterprise networks (LAN/WAN, VPN, DHCP, DNS) and familiarity with TCP/IP and network protocols.
• Criminal background check required.

Nice To Haves

• Bachelor's Degree in Computer Science, Information Technology, or a related field or equivalent work experience in an IT environment Preferred
• 4-7 years' experience in advanced technical support roles, demonstrating progressive responsibility Preferred
• Microsoft (e.g., MCSA, MCSE), ITIL Foundation, or another relevant technical certification (CompTIA A+, Network+, Security+) Preferred

Responsibilities

• Provide advanced configuration, troubleshooting, and guidance for Windows 10/11 and macOS operating systems.
• Troubleshoot and resolve software installation and configuration issues with precision. Write knowledge documentation on resolution tips. Offer recommendations to leadership and team on updated resolution documentation and issue resolution strategies.
• Support virtualization technologies, including VMware, ensuring efficient and reliable virtual environments. Develop best practice documentation for setup and configuration. Identify and offer recommendations to leadership and team when best practices should be updated.
• Utilize endpoint management tools like Microsoft Configuration Manager (MCM), Intune, or equivalent for software deployments, patch management, and device security. Develop best practices for installation, utilization, and management of the device environments recognizing the critical nature of business operations and dependency on functioning applications to accomplish business objectives.
• Implement and manage mobile device management (MDM) solutions integrated into enterprise systems. Define policies and usage specification for mobile devices.
• Apply knowledge of networking concepts, including IP addressing, routing, switching, firewall configuration, and Wi-Fi troubleshooting. Develop standards for configuration of end point devices as they apply to this discipline and identify when standards should be updated.
• Assist with cloud computing tasks related to Azure, AWS, and cloud-based network infrastructure. Develop standards for the use of end point technologies within these environments. Identify when company standards require updating and make recommendations and proposals for updating standards.
• Diagnose, repair, and replace hardware components, including laptops, desktops, servers, and peripherals. Develop documentation on best practices based on common issue types. Identify when best practices should be updated and make recommendations and proposals to leadership and team.
• Analyze and resolve complex technical issues independently, utilizing advanced troubleshooting skills. Document findings and provide instruction for future resolution.
• Perform root cause analysis and develop proactive recommendations to enhance system performance and user experience.
• Manage Active Directory environments, including user account management, group policies, and organizational unit (OU) structures.
• Deploy and manage Microsoft 365 applications (Teams, OneDrive, Outlook, SharePoint) and manage enterprise-level software rollouts.
• Conduct hardware upgrades and device refreshes using imaging tools like Windows Autopilot. Manage tasks and project deliverables related to standardized hardware replacement scenarios (e.g. EOL or changing business needs.)
• Develop, update, and maintain technical documentation, including standard operating procedures (SOPs), knowledge base articles, and troubleshooting guides. Identify when SOPs require updating. Make recommendations and proposals for updating SOPs, craft knowledge base articles, and guidance processes.
• Define IT projects, ensuring successful delivery of initiatives such as hardware/software deployments, system upgrades, and network infrastructure enhancements.
• Lead and actively participate in knowledge-sharing sessions to ensure team members remain current with system updates, emerging technologies, and best practices.
• Identify, define, and implement process improvements, including optimizing incident and request workflows.
• Monitor and analyze digital experience (DEX) scores and benchmarks to drive improvements.
• Recommend improvements to end-user experiences with IT systems and services.
• Deliver high-quality customer support and technical assistance with professionalism and efficiency, adhering to service level agreement (SLA) timeframes.
• Allocate tasks to others based on expertise. Manage multiple user inquiries simultaneously, effectively prioritizing tasks to meet deadlines.
• Document technical solutions, user interactions, and processes with clarity and precision. Contribute to knowledgebase by adding information as it changes with the environment
• Communicate effectively with both technical and non-technical stakeholders to ensure understanding of technical issues and solutions.
• Collaborate with cross-functional teams, including business stakeholders, infrastructure teams, and developers, to align technical support with organizational goals.
• Implement and maintain cybersecurity principles, such as endpoint protection, data encryption, and multi-factor authentication (MFA) in coordination with Security and Risk Management teams.
• Develop and utilize scripts to automate routine tasks, optimize workflows, and execute bulk updates across systems.
• Stay informed on industry trends and emerging technologies, advising on strategies to future-proof the company’s EUC environment.
• Train and mentor junior technicians, fostering a positive and collaborative team environment.
• Assist in onboarding and training new support staff, fostering a collaborative and encouraging learning environment.
• Commitment to embrace Sammons Financial Group Companies shared values (Accountability, Connection, Openness, Respect and Integrity).
• As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.
• Participate in other initiatives and/or projects as necessary.

Benefits

• Sammons Financial Group offers a competitive benefit package that includes: Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay.
• Our Employee Stock Ownership Plan (ESOP) is a 100% company-funded retirement plan, so you can save for retirement without contributing a penny of your own paycheck.
• Healthy balance between work and personal lives. Friday afternoons off all year long, competitive PTO, and generous number of paid holidays.
• Our incentive program for defined goals subject to eligibility and performance. Monetary rewards are based on individual and/or overall company performance.
• Colleagues who support one another, model our core values, and drive our healthy, high-performing culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees